Grievances Redressal

Grievances Redressal Mechanism

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

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

The detailed information about available channels is as below:

 SL.

No

 

          Service

 

                     Description

1.

 Toll Free Number - 1947

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

1. Hindi 5. Kannada 9. Gujarati
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 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, Grievance and Feedback , Check Grievance / Feedback 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://myaadhaar.uidai.
gov.in/grievance-feedback/hi_IN

Individual can lodge their grievance on UIDAI’s website (https://www.uidai.gov.in & https://myaadhaar.uidai.gov.in/) under ‘Grievance and Feedback’ section & can check the status of their grievance on UIDAI’s website (https://www.uidai.gov.in & https://myaadhaar.uidai.gov.in/) under ‘Check Grievance / Feedback Status’ section.

4.

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

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.

6.

Letter/ Post 

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.

7.

Social Media

Grievances may be lodged through multiple social media platforms like Twitter, Facebook, You tube, Instagram etc. Individual can upload a post related to their concern/grievance tagging the UIDAI or DM the support page on different social media streams.

8.

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://www.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.