Grievances Redressal

Grievances Redressal Mechanism

 

UIDAI has setup a multi-channel grievance handling mechanism for Individual’s queries and grievances related to Aadhaar Enrolment, Updation and other services. Individual can lodge its grievance at UIDAI through multiple channels viz. Phone, Email, Chat, Letter and Web Portal.

 

For quick disposal of complaints resident must keep the EID/URN/SRN handy.

 

The detailed information about available channels is as below:

Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is an online platform available for the citizens 24x7 to lodge their grievances to the public authorities on any subject. Grievances may be lodged at UIDAI through Centralized Public Grievance Redress and Monitoring System (CPGRAMS) website https://pgportal.gov.in/. The grievances are examined internally and forwarded to concerned Regional Office/Concerned division. The concerned Regional Office/ division handle the grievance by necessary action.

 

SL.

No

 

Service

 

Description

 

 

1.

 

Toll Free Number - 1947

UIDAI contact center consists of a self service IVRS (Interactive Voice Response system) and Resident Individual Executive based assistance provided through Toll Free Number(TFN)- 1947. It provides support in following 12 languages:

 

1. Hindi                      5. Kannada                             9. Gujrati

2. English                  6. Malayalam                            10. Marathi

3. Telugu                   7. Assamese                           11. Punjabi

4. Tamil                     8. Bengali                               12. Odia

 

a.      Self Service IVRS:

Following services are available in self service mode on 24X7 basis:

·        Individual can check their enrollment or update status

·         In-case of successful Aadhaar generation, Individual can know their Aadhaar number using EID (Post validation)

·        Individual can check their complaint status by entering their Service Request Number

·        Individual can verify their Aadhaar number

·        Individual can check status of their PVC Aadhaar Card

·        Individual can get Enrollment Center locator link on their mobile through IVRS

·        Individual can also get link to book appointment for visiting Aadhaar Seva Kendra for Aadhaar Services through IVRS

 

b.     Contact Center (Individual Support Executive):

Timings (All days except 03 National Holidays: 26th Jan, 15th Aug, 2nd Oct):

 

·         Monday to Saturday: 07:00 am to 11:00 pm

·         Sunday: 08:00 am to 05:00 pm

 

 

Mechanism of Grievance Redressal Through Toll Free Number (TFN)-1947

General Queries are resolved by Contact Center Executive through UIDAI approved Standard Response Templates (SRTs). Grievance/Complaints are assigned to concerned Divisions/Regional Offices of UIDAI on real time basis through CRM application. These are examined internally at concerned Division/Regional Offices of UIDAI for effective resolution and communication thereafter to the Individual.

2.

Chatbot (Aadhaar Mitra) – https://uidai.gov.

in

UIDAI has launched a new AI/ML based chatbot, "Aadhaar Mitra" which is available on UIDAI’s Official website (www.uidai.gov.in). This chatbot is trained to respond to the Individual’s queries and aimed at improving the Individual’s experience. Chatbot also has additional features like locate Aadhaar Center, Check Aadhaar enrolment/ update status, Check PVC Card Order status, File a Complaint, Check Complaint status, Locate Enrolment Center, Book An Appointment and Video Frame Integration. "Aadhaar Mitra" is available in English and Hindi languages.

3.

Through web  portal - https://resident.

uidai.gov.in/file-complaint

Individual can lodge and check the status of their complaint on UIDAI’s website (https://www.Uidai.gov.in & https://myaadhaar.uidai.gov.in/) under ‘File a complaint’ section.

4.

Through Email – This email address is being protected from spambots. You need JavaScript enabled to view it..

in

Individual can send email to This email address is being protected from spambots. You need JavaScript enabled to view it. for any queries and complaints related with Aadhaar services.

5.

Walk-In at Regional Offices

Individual can walk in to the respective Regional Offices according to their state for their queries or submission of complaints related to Aadhaar

 

In addition to above, Individual can also approach UIDAI through following channels:

 

·         By Post

·          

Grievances may be lodged in UIDAI HQs or ROs through post/hardcopy. The grievances are examined internally and forwarded to concerned Regional Office/Concerned division. The concerned Regional Office/ division handle the grievance by necessary action.

6.

Through Public Grievance Portal (CPGRAMS) of the Government of India: