UIDAI Grievance Redressal Mechanism: An Overview of the Complaint Channels Available for Residents

The Unique Identification Authority of India (UIDAI) serves as the key body responsible for managing Aadhaar – the 12-digit unique identity number given to the residents of India. Since its inception, the UIDAI has provided identity authentication services to millions of residents across the country.

As one of the core pillars of Digital India, Aadhaar has enabled residents to seamlessly avail subsidies, benefits and services. At the same time, the UIDAI recognizes that there may be grievances experienced by residents during enrollment, updating or while availing Aadhaar-based services.

UIDAI Grievance Redressal Mechanism

To handle resident grievances and queries efficiently, the UIDAI has established a robust multi-channel grievance redressal mechanism.

Residents can conveniently reach out to the UIDAI through various modes like phone, email, chat, letter and web portal.

Here is an in-depth look at the different grievance redressal channels made available by the UIDAI:

Toll-Free Number 1947

The key grievance redressal channel offered by UIDAI is the toll-free helpline number 1947. This IVRS-based contact center provides Aadhaar-related support in 12 languages – Hindi, English, Telugu, Tamil, Kannada, Malayalam, Assamese, Bengali, Gujarati, Marathi, Punjabi and Odia.

The self-service IVRS facility on this helpline number provides multiple services on a 24×7 basis. Residents can seamlessly check their enrollment status, retrieve their Aadhaar number, verify the status of PVC Aadhaar card delivery and more.

During contact center timings, residents can also connect with customer support executives to get their queries resolved. The contact center timings are 7 AM to 11 PM from Monday to Saturday and 8 AM to 5 PM on Sundays. When residents register a complaint through this helpline, it gets assigned in real-time to the concerned UIDAI divisional/regional office for swift resolution.

Also Read:

• Aadhaar Customer Care Number
• File an Aadhaar Related Complaint Online
• Check Aadhaar Related Complaint Status Online

Chatbot Facility – Aadhaar Mitra

The UIDAI has augmented its grievance redressal process by launching a conversational AI-based chatbot named ‘Aadhaar Mitra’. Available on the official UIDAI website, this chatbot can understand queries in English and Hindi and provide intelligent responses.

Key features offered by Aadhaar Mitra include checking enrollment/update status, locating nearest enrollment center, booking appointments, checking status of PVC card delivery, registering complaints and more. The cutting-edge chatbot significantly improves convenience and allows 24×7 access to residents.

Online Complaint Registration

Yet another channel for grievance redressal is the online complaint registration facility on the UIDAI website. Under the ‘File a Complaint’ section on https://www.uidai.gov.in and https://myaadhaar.uidai.gov.in, residents can conveniently lodge their complaints and track resolution status. The complaints registered online are promptly examined by the concerned UIDAI regional office for closure.

Email Channel

For residents who prefer email-based communication, the UIDAI’s email ID help@uidai.gov.in can be used to send Aadhaar-related queries and complaints. Emails received on this ID are reviewed and forwarded to the appropriate division/regional office for further processing and redressal.

Walk-in at Regional Offices

The UIDAI also allows residents to directly walk into the respective Regional Offices as per their State and get their Aadhaar-related grievances resolved in person. The regional offices are located across different states to offer proximity support. Residents can visit during working hours and meet the grievance redressal authorities.

Communication by Post

Writing letters and sending them by speed post/registered post to UIDAI Headquarters or Regional Offices is another effective channel being offered. The grievances received by post are duly examined and forwarded to the concerned regional office or division for further action.

CPGRAMS Portal

The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) is the Government of India’s integrated portal for lodging complaints pertaining to various public authorities. On this portal https://pgportal.gov.in/, residents can register their grievances related to Aadhaar. These are then routed to the relevant UIDAI division or regional office for timely resolution.

Also Read:

• How to Update Aadhaar Address Online and Offline?
• How to File Aadhaar Card Misuse Complaint?
• How Many Times Can We Change Details in Aadhaar Card?

Key Highlights of UIDAI’s Grievance Redressal Mechanism

Here are some key highlights related to the UIDAI Grievance Redressal Mechanism:

• Multi-channel architecture for 24×7 access via call, chat, email, web portal, post.
• Availability of self-service IVRS and chatbot for instant query resolution
• Omni-channel visibility into status of complaints filed using different mediums
• Presence of contact center executives to address complex queries and complaints
• Seamless assignment and routing of complaints to relevant UIDAI offices
• End-to-end tracking of grievances until successful closure
• Regional office support through walk-ins, letters and CPGRAMS portal
• Quick turnaround times and continuous process improvement

By leveraging technologies like AI-based chatbots while also providing human assistance, the UIDAI has established a future-ready grievance management framework.

The robust mechanism strengthens citizen trust and enables the UIDAI to deliver efficient and seamless Aadhaar-based services to residents across India. Going forward, the authority aims to further enhance grievance redressal channels by harnessing emerging technologies.