Yesterday I had gone to the passport office for a renewal and it took me two and a half hours and three queues to make it to the counter for processing fees. The day before, their helpline had mentioned Rs 300 as the processing fee. So that's what I forwarded the man behind the window when he stretched out his hand and mumbled something from behind the handkerchief tied around his mouth - it's amazing how the swine flu scare still grips some people in the city!
Then suddenly he stood up, brought his face closer to the window and asked, "What's your qualification?"
Since that's mentioned in the form I had filled in, I thought he was cross-checking with me. But no, his intention was different. On hearing my rely, he continued, "Padhai-likhai kiya hai ki nahi? (Do you even know how to read and write?) This form says you have to pay Rs 1000. Why are you giving me Rs 300?"
"Matlab? (What do you mean?)," I asked. Then I explained to him that that's what the recorded messgae on the helpline had mentioned. But what was more surprising is that this guy was surprised to hear that the helpline gives any such information at all! So he told his colleague at the next window and they shared a laugh.
In between banters, the colleague told me, "Yeh to paisa hai na, yeh sarkar ke tijori mein jaata hai. Apne pocket mein nahi. (This money with go to the government's coffer and not to our pocket."
That's when I lost my cool. To be honest, I had missed the amount typed on the computerised form and I admitted that to them. Tell me that the helpline doesn't work. But there's no reason why you should insult me this way.
I don't usually tell people about my media background. But right then, I was forced to flash my press card and even threaten to go to the passport officers and complain about it. Indicentally, I happened to know one of the passport officers who sit there.
You should have seen the expression on the account clerk's face. Immediately his expression and intonation changed to such meekness that it was difficult to believe he was the same person trying to corner me a moment ago!
He even put his hands together and apologised, asking for forgiveness. I really missed not having a camera on me. I was so annoyed and seething with humiliation that I told him to take off the handkerchief, stand up and say sorry loud enough to reach the corners of the reception area.
To my utter amazement, he did comply!
These people deserve such treatment, because they behave this way with everybody. What helped me out was my press connection. But not everybody has such an advantage.
PS: What would you do if it happened to you?
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