Policenama Online: In a proposal Tourism Ministry is planning to launch a Twitter-based grievance redressal mechanism for tourists to file complaint in real time on the line of a platform run by external affairs ministry.
Twitter seva service the replica of external affairs ministry, which was launched in 2016 with a aim to centralise and expedite its grievance redressal mechanism.
As social media service is faster and ministry was keen to start such services
Many ministries with a public interface have been doing it with great success and we believe that it will be beneficial for tourists,” one of the sources said. The source said that the ministry will also create a dedicated cell to address the issues raised by tourists on the handle so that they can be resolved within a given time frame.
Union ministries such as the railways receive a lot of complaints from passengers on their Twitter handle and these are addressed by the divisional railway managers concerned as well as the public relation officers.
Twitter, the sources have said, has advised the ministry to first create a cell comprising personnel from the ministry. Currently, tourists can register their grievances on a 24×7 toll-free multi-lingual tourist helpline.
The MEA’s Twitter handle was created with an aim to centralize its grievance redressal mechanism by bringing over 200 social media handles including those of Indian Missions and regional passport offices under one platform.