The areas covered by the IWRC would be related to all issues concerning Overseas
Employment and Immigration of migrant Indian workers.
24 X 7 Help line: Distressed Indians workers will be able to contact
this center through a TOLL FREE telephone line from anywhere in the UAE. The calls
will be attended by professionally trained and qualified counselors in the commonly
spoken Indian languages and the waiting time for the caller would also be minimum.
All the calls will be registered so that the caller can do future follow ups on
the basis of the reference number given.
Walk-in Counters: In addition to the toll free number, the resource
center will have a WALK-IN COUNTER conveniently located in Dubai to receive petitions
directly from the Indian workers. The center will function between 9AM to 7PM from
Saturday to Thursday. These counters will receive the petitions and provide counseling
Experts: The center will have experts in the field of legal, psychological
and financial matters. These ONE TO ONE counseling sessions will be freely available
to the Indians. Depending upon the volume, this session could be organized in various
part of the country. Where the matter needs to be addressed in detail, a pre determined
date and time can be allotted to the caller for a counseling session.
Receive, Register & Monitor grievance petitions: All the calls
will be registered and reference number would be given to the caller for further
reference. The daily, weekly and monthly reports will also be generated in the prescribed
Awareness campaigns & Counseling sessions: The awareness campaigns
will be organized on frequent basis, could be in the form of talk by experts, seminars,
panel discussions or question answering. The issues addressed will be legal, financial
and medical by experts through effective interaction. The individual personal one-to-one
counseling sessions would be arranged depending on the requirements, restricted
to serious issues only.
Web portal: CRM including portal will record the entire proceedings
of the resource center. The experts on the panel will also have access to address
Customer Satisfaction & Evaluation: The services would also include
generation of customer satisfaction reports, any shortcomings will be reviewed closely
and corrective measures would be taken within the stipulated time frame.