By Zile Singh

It was in May 2006 at the Indian Consulate.  One visa applicant quarrelled with the Visa Assistant at the counter.  As per instructions, the Security Guard in the Visa Hall informed me via intercom that one applicant was having heated arguments with the Assistant.  I told the Security Guard to tell the Applicant not to argue and wait.  I will meet him soon.  Things settled down.  I called the Visa Assistant to inquire about the arguments.  He said, “His visa application was short of one document.  I asked him to bring that. The applicant fumed and asked me whether I knew who he was.  I gave him a  negative reply.  He got angry and told me that he would bring the required document when he comes to collect his visa. The applicant took out his wallet and showed his photograph one-to-one with the-then Prime Minister of Canada.  I refused to accept his application.” I asked him to go.  After that, I sent for the Applicant.  I knew him personally as he was a known figure in the community.  I offered him tea.  He narrated the same story.  I told him that I knew him but why he was insisting that everybody, even the Assistant at the counter must know him who he was.  I asked him, “Can you behave in the same manner if you were in a Canadian government office or the UK/US Consulates?”  He realized his mistake.  I called the Visa Assistant and asked him to accept the application and hand over the Receipt to me.  I told the applicant to bring the required document and take the   Receipt from me before going to the counter to collect his visa after three days.  I would have done it even if I did not know the applicant. I know that it was not a genuine way to handle matters, but at least in exceptional cases, this approach was not bad.  Public dealing is one of the important subjects in government service.  The general impression of the Diaspora is that the consular services by our Missions Abroad are not satisfactory.  My personal experience is that our Consular Sections as well the public at large are responsible for this.  The Indian Diaspora also must realize that it is not necessary to know them by their high status and connections and do away with the official requirements.  I know that a former Indo-Canadian Federal Minister and his wife had to stand in a queue in the Canadian passport office, Sinclair Building, in front of the Indian Consulate to collect her passport. The Minister’s wife had to travel to India and needed a visa.  The then Consul General asked one of the staff members to receive the Minister and his wife at the entrance of the Consulate on the ground floor and escort them to the second floor.  The visa was granted while they had tea with the CG. 

In this connection, I would like to quote William James, an American psychologist, “One of the deepest drives of human nature is the desire to be known and appreciated.”  The Indian Diaspora is not an exception. They desire a red-carpet welcome in the Indian Consulate. However, now and then, some discrepancies do occur on the part of the consular staff as well. 

While dealing with the public, one gets a lot of functional experience.  Another incident happened when a young educated visa applicant approached the Consulate.  He came prepared with all documents. Unfortunately, on the counter, he was told that the government has increased the visa fee.  He was carrying the exact cash to pay the fee that he had noted on the website of the Consulate. At that time, no Credit Card/Debit Card system was in operation.   Only cash/draft used to be accepted.  Naturally, arguments ensued at the counter.  As was the practice, the matter was reported to me by the Security Guard.  I called in the applicant.  He walked into my room while talking to someone on his cell phone.  He handed over the phone to me and said, “Please talk to my lawyer.”  I told him that this was not the court.  Before I talk to your lawyer, let me know your problem. He explained that he was short of visa fee because of the mistake of the Consulate, as its website had not been updated showing the amount of the increased visa fee. He explained that by the time he goes to the ATM to withdraw cash, the visa counter would be closed and he would have to come the next day.  I paid him the money he was short of and asked him to pay me back when he comes to collect his visa.  After three days, he collected his visa without paying me my amount. After a week, his lawyer friend telephoned me and said that he was sending the money I loaned to his client.

At present, with computerization and  outsourcing,  Consular services have been streamlined and improved a lot.  In my own case, without any reference, I got my new passport within five working days last year.  One can apply for a visa ‘online’ as well.  It has reduced personal visits to the Consulate.  Still, there are some who do not like the services for whatever reasons.  In this context I would like to quote a quatrain inscribed on a wall at Oxford I read during my visit there in 1985.   I served in the Indian High Commission, London from 1982-86.

“I do not like thee, Dr. Fell,

The reason why I cannot tell;

But this alone I know full well,

I do not like thee, Dr. Fell.”

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Note: The writer served as Deputy Consul General from August 2004 – July 2007. There are dozens of such interesting incidents. 

Zile Singh is a well respected Columnist, Writer and a Vipassana Meditater. He has a Post-Graduate Diploma in Human Rights.  He can be reached at zsnirwal@yahoo.ca