Wednesday, February 27, 2013

Query and Grievance Handling

The UIDAI has setup a Contact Centre to manage all queries and grievances and serve as a single point of contact for the organization. 1. The key stakeholders serviced by the Contact Center are Residents, Registrars, Enrollment Agencies, Authentication User Agencies and Authentication Service Agencies. 2. The Channels of Communication are Phone: Toll Free 1800 180 1947. 7AM to 11 PM. Monday to Saturday. (Currently not available on Sundays & National Holidays) Letter: PO Box 1947, Bangalore 560 001 Fax: 080-2353 1947 E-Mail: Languages Supported: Hindi, Kannada, Marathi, English, Telugu, Bengali, Tamil, Punjabi and Malayalam. 3. There are two operational sites of contact center one in Bangalore and the other one in Karnal. 4. Any resident seeking enrollment is given a printed acknowledgement form with an ENROLMENT NUMBER, that enables the resident to make queries about her/his enrolment status through any communication channel of the contact centre. 5. The Contact Centre services Enrolment Agencies/Operators on basic technical queries through a Technical Helpdesk only in English and Hindi language. 6. The Registrar is expected to put in place a Team that would serve to quickly address any matters requiring resolution that may pertain to the Registrar, but may be conveyed to the UIDAI Contact Centre. 7. Queries / grievances which need Registrar/Enrolment agency involvement will be transferred to the Registrar appointed Nodal officer through web link (For login credentials e-mail may be sent to or
Version 2.0 – April 2012 Page 19 The Time taken for resolutions to be resolved

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