Tata Consultancy Services — Incompetent and insensitive personnel at Passport seva kendra in Andheri, Mumbai

Address:

Mumbai City, Maharashtra

Hi, I am writing in regarding my experience at the PSK, Andheri (dt:26/5/15). My grievance is with regards to the incompetency of TCS personnel managing the PSK at this branch for facilitating the passport services. My child suffers from cerebral palsy (90% disability). I had applied for my daughters passport renewal (application ref 15-[protected]) and unfortunately chose the Andheri branch for processing the application. The people at this branch had no consideration for disabled children and their families. The issuance of token(first stage of passport application processing) was managed by people who were highly insensitive to both old age people and disabled people. They were rude and forthright in telling that waiting will have to be done ( i ended up waiting for over 4 hours to process my application from start to finish). There is little understanding of the challenges a family faces when managing a child who has more than 90% disability. The TCS employees seemed oblivious to this. What pains is that a system exists to prioritize such cases but is not being followed. I had to plead and explain my situation at every stage to get things moving. I sympathize with the fact that there are way to many people to manage which is a huge challenge in itself but in that case the number of appointment needs to be regulated. Also at one point i was told by a lady that "we've had over hunderd people in the disabled/old age counter". Is that an argument to keep them waiting. If it cannot be handled then why run a place. I had high hopes with TCS managing the place but my hopes were dashed today. I heard a number of people citing examples that other centers managed by TCS are in better hands. The time period for processing the application was four hours. This is long for a normal person let alone the family of a disabled child. There is little to no provision for the old age/disabled people (i.e. chairs are very limited). The lines are ill managed and no body to coordinate. There is no one to explain the process. Each one seems to do their job and ask to go to next counter. The cafteria food was limited and got over. I felt the place was run by a govt agency and not a private company of the repute of TCS. My sincere request is to sensitize your employees to the plight of old age and disabled people. I would be very keen to hear from TCS so i could explain better my experience. A lot of improvement is required on part of TCS.