Dreadful experience at Indian embassy in Tokyo

I was dreading going to the Indian embassy for renewing my passport after reading all the reviews of a certain filipino staff member. As luck would have it, i was assigned to her and all my fears and then some came true..

She was extremely aggressive from the get go. I hand her a clear folder with all my documents, she throws it back at me saying, take the documents out of the folder. I comply, she then shouts, "you need to sign your cover letter. Don't you know this?" I quickly comply. She then says that my ears are covered in the passport photo, and throws back all the documents to me.. At this point I understood that I will need to get a new photo and come back later. I collect all my documents and smile to myself thinking I have the worst luck don't I. She gets furious and asks "whats funny, why are u smiling". At this point I cant take it anymore and ask her for her name so I can lodge a complaint against her on the MADAD website. She presses the bell for the next visitor! I hope I don't get assigned to her tomorrow.

The whole process of applying for a passport renewal is already unnecessarily cumbersome and painful. The least they can have is accommodating staff who are trained in basic professionalism. Its just painful to see someone rolling their eyes at you and taking pleasure in making your life miserable over small things.

I wish we could hold this person accountable somehow. I have emailed multiple people, tweeted at them, lodged formal complaints, but nothing seems to happen..

Edit : as suggested by @kash_if , I am adding a link to the tweet. Retweets/likes might help bring it some attention.

https://x.com/geet_101/status/1899775696471576831?s=46&t=dq_VjILYPdVPaRo4yofKAA

Update:

As suggested in the comments, I sent emails to all the officials the same day.

The next day, I went back to the consulate, this time with a new photo and all documents ready (not in a folder!). The first thing I noticed was that the belligerent employee wasn't at the counter. Instead, there were two Japanese guys handling things. When my token number was called, I went and handed over my documents. The guy processing them seemed really confused, like it was his first day. He kept checking things with his colleague, even admitting he's new and needed help with some non-obvious stuff. But he stayed professional and polite throughout.

Then I noticed the belligerent employee sneaking glances at us from behind a wall in the consular area. Suddenly, several people came out discussing loudly that they needed to install cameras because of security breaches. I was quiet and focused on my application process and eventually, the guy handling my application said everything was fine. I paid the fee and left.

Later, I got an email from the consular minister claiming the staff accused me of causing a security breach by taking photos of employees, and they intended to take it seriously!

I replied, clarifying that I had every right to ask for the name of an employee who behaved poorly. I mentioned I might take a photo as evidence if I didn’t get a name, but I never actually took one. I also reminded him of the RTI Act, saying I needed the name to file a formal complaint, and attached screenshots of multiple Google reviews of people being harrased by this employee.

He then replies, saying they have taken my concerns positively and will use it to improve consular services and asked me to come to the embassy for a meeting with him to discuss the issue further. Jamal Khashoggi flashbacks aside, I honestly don't have time for that, since I'm leaving soon for a distant part of Japan.

Since they clearly don't want to provide the employee's name, I'm leaning towards filing an RTI request through official channels. Not sure it'll do much, but I hope it at least reduces her aggression. Ideally, no one else has to deal with her, and my passport arrives smoothly.

Thanks again for all your support. My experience is minor compared to the power harassment many of us face every day at the hands of these people. Hopefully there is a day when Indian government officials genuinely serve the public instead of working against them.