What are the grievance redressal channels in UIDAI?
UIDAI has setup a multi-channel grievance handling mechanism for resident’s queries and grievances related to Aadhaar Enrolment, Updation and other services. Resident can reach 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:
1. Toll Free Number - 1947
UIDAI contact center consists of a self service IVRS (Interactive Voice Response system) and Resident Support 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:
Resident can check their enrollment or update status
In-case of successful Aadhaar generation, resident can know their Aadhaar number using EID (Post validation)
Resident can check their complaint status by entering their Service Request Number
Resident can verify their Aadhaar number
Resident can check status of their PVC Aadhaar Card
Resident can get Enrollment Center locator link on their mobile through IVRS
Resident can also get link to book appointment for visiting Aadhaar Seva Kendra for Aadhaar Services through IVRS
b. Contact Center (Resident 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 resident.
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 resident’s queries and aimed at improving the resident’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 Resident portal - https://myaadhaar.uidai.gov.in/file-complaint
Resident 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.
5. Walk-In at Regional Offices
Resident 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, resident 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 handles the grievance by necessary action.
6. Through Public Grievance Portal (CPGRAMS) of the Government of India:
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.