The city-based passport office is of no use for many applicants who complain that they are forced to visit the Delhi office due to lack of proper services in Gurgaon.
During a reality check on Wednesday, a team of HT spent nearly two hours at the Passport Seva Kendra (PSK) and found that most of the applicants had come to settle their grievances. But the officials at the PSK referred the applicants to the regional passport office in Delhi.
"What's the use of having the PSK in Gurgaon, if we have to go to the Delhi office for every small thing," said Amit Mishra, an applicant.
He said that all the formalities, including police verification, were done almost three months back.
"Now, when I enquired here the status of my application, they are asking me to submit a written application in Delhi office," Mishra said.
Applicants also complained that there is no clarity in the process of issuing passport. "The officials are confused themselves. They raise a fresh demand for documents every time an applicant comes, leading to further delay," said Sunil Satija, another applicant.
Satija alleged that he was being harassed by the PSK officials, saying that even though he had applied under Tatkal scheme and submitted all the relevant documents, the officials are delaying the process without any reason.
Several other applicants said that despite getting recommendation from police officials of deputy commissioner rank for issuance of passport under Tatkal scheme, the PSK puts the applications at the back burner.
"Ironically, the officials don't cite any logic for that," said an applicant.
The applicants also complained that there were discrepancies in the list of required documents mentioned on the passport department's website and those demanded by the staff over the counter.
The assistant passport officer (APO) was found to be absent from the office on Wednesday, while the managers of the private firm operating the facility refused to speak on the issue.