Service Penalties & Compliance

This document outlines penalties for deficiencies, delays, or non-compliance in service delivery by the Service Provider (SP), as specified in the Request for Proposal (RFP).

This policy outlines the key performance indicators (KPIs), service levels, and the associated penalties for non-compliance by the Service Provider. These are binding and form part of the Service Level Agreement (SLA).


1. Centre Operations and Setup

  • The Indian Consular Application Centre (ICAC) must be fully operational during the agreed business hours. Any day of non-operation will attract a penalty of BHD 55 per day.

  • Any deviation from the prescribed business hours shall incur a penalty of BHD 27 per hour.

  • Delay in establishing the ICAC beyond eight weeks from the date of contract issuance shall attract BHD 5.5 per day.

2. Infrastructure and Technical Compliance

  • System downtime exceeding 15 minutes per week shall be penalized at BHD 55 per hour of delay.

  • Power supply and UPS systems must ensure continuous uptime. Any outage without backup shall incur BHD 55 per hour.

  • CCTV systems must be functional 24x7. Any downtime shall attract BHD 55 per hour.

  • Failure to upload biometric data within 2 hours shall result in BHD 2.75 per hour penalty.

  • Delay in appointment handling or processing beyond 30 minutes will attract BHD 2.75 per hour.

3. Appointment and Application Handling

  • Applicants must be served within 30 minutes of their scheduled appointment. For every delay, a penalty of BHD 1.38 per application applies.

  • The SP must maintain adequate counters as per volume. Any shortage will attract BHD 27.5 per counter per day.

  • SP personnel must be in designated uniform. Non-compliance shall result in BHD 2.75 per person per incident.

4. Staffing and Cleanliness

  • Cleanliness of ICAC premises is mandatory. Breach attracts BHD 27.5 per day.

  • Security guards must be present. Absence shall lead to BHD 27.5 per guard per day.

  • ICAC Manager and operational supervisors must be present. Non-availability incurs BHD 27.5 per day.

  • Any misconduct by staff will be penalized with BHD 27.5 per incident.

5. Emergency and Reporting

  • Emergency appointments must be handled within 24 hours. Delay incurs BHD 13.75 per case.

  • All reports (daily, weekly, monthly) must be submitted by 7 PM on the due date. Delays are penalized at BHD 2.75 per hour.

6. Document and Data Management

  • Any mishandling of passport or sensitive documents will attract a severe penalty of BHD 137.5 per case.

  • Applications must be submitted to the Mission daily. Delay in delivery attracts BHD 13.75 per case.

  • Passports and documents must be dispatched to applicants within one working day of receipt from Mission. Delay incurs BHD 13.75 per case.

  • Any error in data scanning or document upload will be penalized with BHD 13.75 per instance.

7. Contact Centre and Enquiries

  • Telephone enquiries must be answered within 15 seconds or 3 rings. Delay incurs BHD 2.75 per call.

  • Email queries must be responded to within 4 working hours, failing which BHD 2.75 per case applies.

  • Social media or WhatsApp complaints must be addressed within 24 hours. Delay leads to BHD 5.5 per complaint.

8. Refunds and Overcharging

  • All due refunds must be processed within 7 days. Delay incurs BHD 5.5 per case.

  • Any overcharging or incorrect fee collection shall be penalized at BHD 13.75 per case.

  • Refunds must adhere to local laws. Undue delays (except legally exempted cases) will attract penalties.

9. Data Privacy and Compliance

  • Any misuse, sharing or breach of applicant data shall attract a severe penalty ranging from BHD 275 to BHD 1100 per incident.

  • All ICACs must be accessible to differently-abled individuals. Lack of such access attracts BHD 27.5 per case.

  • Failure to comply with fire and safety protocols is penalized at BHD 27.5 per observation.

  • Any breach in biometric data security will be penalized heavily between BHD 550 to BHD 1100.

  • Daily data backup is mandatory. Non-compliance results in BHD 27.5 per day penalty.

  • If the Service Provider retains data beyond one month without Mission approval, a penalty of BHD 137.5 per incident applies.

10. Courier and Delivery Services

  • Couriers must be dispatched daily by 5 PM. Delay incurs BHD 5.5 per incident.

  • Documents must reach applicants within 3 working days. Delay results in BHD 13.75 per case.

11. Staffing Qualifications and Systems

  • All staff must be trained as per RFP standards. Untrained personnel shall incur BHD 27.5 per person per day.

  • Queue management must ensure service within 30 minutes. Delay is penalized at BHD 1.38 per applicant.

  • Any lapse in live application tracking will be fined BHD 13.75 per error.

  • Absence of proper feedback mechanism results in BHD 27.5 per day penalty.

  • Token display systems must be fully functional. Downtime incurs BHD 27.5 per hour.

  • On high-demand days, staff shortages will result in BHD 27.5 per missing staff.

12. Software and Grievance Handling

  • Use of unlicensed/expired software will be penalized at BHD 137.5 per incident.

  • Security breaches (including hacking) will result in BHD 1100 per incident penalty.

  • Software/system updates must be timely. Delay incurs BHD 27.5 per day.

  • Queries raised by the Mission must be responded to within 4 hours. Delay incurs BHD 2.75 per query.

  • Applicant complaints must be resolved within 48 hours. Delay incurs BHD 5.5 per complaint.

  • Grievances must be closed within 5 working days. Delay incurs BHD 5.5 per case.

General Enforcement Notes

  • Penalties may be deducted from monthly invoices or recovered from the Bank Guarantee.

  • Repeated violations will lead to enhanced penalties, scrutiny, and potential termination of the Agreement.

  • The Mission reserves the right to conduct audits and impose penalties retroactively based on audit findings.