I have not received my passport applied in chennai passport office?

I applied under TATKAL Scheme for Name change on 02nd Aug 2010 and i had to do many followups with them and provided the documents they asked me everytime. Finally, when i submited all the required documents they confirmed me on 18th April 2011 that i will receive my passport. Till date i have not received my passport. What shall i do? Also my old passport with old name was applied in THANE Passport Office which is having Visa. Now, i am in chennai for past 2 years. What is the next step i shall i take legally to lodge a complian and get my query resolved. Everytime it is difficult for me to take leave from office to go there, i tried to call and even send many email to them but they are not responding. What shall i do now ?