Citizen Charter January 23-06 03 2023

Unique Identification Authority of India
Government of India
CITIZEN’S CHARTER FOR

UNIQUE IDENTIFICATION AUTHORITY OF
INDIA
January 2023
CONTENTS
1. Introduction 3
2. Our Vision 3
3. Mission Statement 3
4. Stakeholders 4
5. Our Services 5
6. Standards of services provided by UIDAI 7
6.1. Aadhaar Enrolment 7
6.2. Aadhaar Generation 10
6.3. Letter Delivery/e-Aadhaar 11
6.4. Demographic and Biometric Update Service 12
6.5. Authentication Service 18
6.6. Document Update Service 20
7. Other Aadhaar Online Services 21
8. Grievance Redress Mechanism 22
9. RTI (Right to Information Act, 2005) 24
10. Contact Points for obtaining service benefits 25
11. Indicative Expectations from the Stakeholders 27
12. Miscellaneous 27
12.1 Month and Year of next review of the Citizen’s Charter 27

Government of India
1. INTRODUCTION
UIDAI has been set up for providing a unique identification numbers (UID) called “Aadhaar”, to
all residents of India. This identity is (a) robust enough to eliminate duplication and fake
identities, and (b) is capable of being verified and authenticated in simple, cost-effective manner.
2. OUR VISION
The Vision of UIDAI is to empower residents of India, with a unique identity and a digital
platform to enable authentication anytime, anywhere.
3. MISSION STATEMENT
● To facilitate the provision of good governance, efficient, transparent and targeted delivery
of subsidies, benefits and services, the expenditure for which is incurred from the
Consolidated Fund of India and Consolidated Fund of the State to individuals residing in
India through assigning ofunique identity numbers.
● To develop policy, procedure and system for issuing Aadhaar number to individuals, who
request for the same by submitting their demographic and biometric information, by
undergoing the process of enrolment.
● To develop policy, procedure and systems, for Aadhaar number holders for updating and
authenticating their digital identity.
● Ensure availability, scalability and resilience of the Aadhaar technology infrastructure.
● Build a strong and robust organization, to carry forward the vision and values of the UIDAI.
● To ensure security and confidentiality of identity information and authentication records of

individuals.
● To ensure the compliance of Aadhaar Act, by all individual and agencies in letter and spirit.
● To make regulations & rules consistent with the Aadhaar Act, for implementing the provisions
of the Aadhaar Act.
Citizen’s Charter For Unique Identification Authority of India

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Government of India
4. STAKEHOLDERS
SL.
Stakeholder Description
No
“Resident” means an individual who has resided in India for a period or
1. Resident periods amounting in all to one hundred and eighty - two days (>182) or
more in the twelve months immediately preceding the date of application
for enrolment. This condition is also applicable for Resident Foreigner.
Note: A Non Resident Indian (NRI), after arrival in India, shall be
entitled to obtain an Aadhaar number.
“Registrar” means any entity authorized or recognized by theAuthority
2. Registrar for the purpose of enrolling individuals under Aadhaar Act 2016
“Enrolling Agency” means an agency appointed by the Authority or a

3. Enrolling Agency Registrar, as the case maybe, for collecting demographic and biometric
information of individuals under Aadhaar Act 2016.
Banks and other Financial Institutions interface with Aadhaar Payment
4. Banks/ Financial Bridge (APB) and Aadhaar Enabled Payment System (AEPS) linking
Institutions Aadhaar to bank account to accomplish the goal of “Targeted Delivery”
and “Financial Inclusion”
“Authentication Service Agency” or “ASA” shall mean a licensed entity

Authentication providing necessary infrastructure for ensuring secure network
5. Service Agencies connectivity and related services for enabling a requesting entity to
(ASA) perform authentication using the authentication facility provided by the
Authority.
“Authentication User Agency” or “AUA” means a requesting entity that
Authentication User uses the Yes/ No authentication facility provided by the Authority.
6. Agencies(AUA)
“e-KYC User Agency” or “KUA” shall mean a requesting entity which,

7. KYC User
in addition to being an AUA, uses e-KYC authentication facility
Agency(KUA)
provided by the Authority.
OEMs and other Agencies that innovate and develop devices, software solutions and
8. Technology Partners peripheral components compliant with Aadhaar enrolment and
authentication framework.
Agencies that collate, transport and archive documents collected during

9. Logistics Partners enrolment. Logistics Partners print and deliver Aadhaar letters and
Aadhaar PVC cards to residents.
“Requesting Entity” means an agency or person that submits the

10. Requesting Entity Aadhaar number, and demographic information or biometric
information, of an individual to the Central Identities Data Repository for
authentication.

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11. Sub AUA “Sub-AUA” means a requesting entity that uses the Yes/ No
authentication facility provided by the Authority through an existing
AUA.
12. Sub KUA “Sub-KUA” means a requesting entity that uses e-KYC authentication
facility provided by the Authority through an existing KUA.
5. OUR SERVICES
SL.
Service Description
No
Aadhaar The process, as may be specified by Regulations, to collect demographic

1. Enrolment and biometric information from individuals by the enrolling agencies for the
purpose of issuing Aadhaar numbers to such individuals under Aadhaar Act
2016.
Aadhaar Generation involves process like quality check, packet

2. Aadhaar validation, demographic and biometric de-duplication etc. Aadhaar is
Generation generated successfully only if:
 Quality of enrolment data meets prescribed standards laid down by
UIDAI.
 The enrolment packet passes all the validations done in CIDR
 No Demographic/Biometric duplicate is found
UIDAI through its logistics partner (s) delivers printed Aadhaar letters /
Aadhaar Letter /
3. cards to residents. It also provides a web based solution to download a
card Delivery /
e-Aadhaar digitally signed soft copy of Aadhaar letter, also called e-Aadhaar.
Aadhaar Update This service has been created to facilitate residents to update their
4. demographic and biometric data in Aadhaar.

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Government of India
“Authentication” means the process by which the Aadhaar number along

with demographic information or biometric information of an individual is
5. Authentication
facility or Service submitted to the Central Identities Data Repository for its verification and
such Repository verifies the correctness, or the lack thereof, on the basis of
information available with it. “Authentication facility” means the facility
provided by the Authority for authenticating the Aadhaar number along
with demographic information or biometric information of an Aadhaar
number holder through the process of authentication, by providing a Yes/
No response or e-KYC data, as applicable;
“e-KYC authentication facility” means a type of authentication facility in

which the biometric information and/or OTP and Aadhaar number securely
e-KYC submitted with the consent of the Aadhaar number holder through a
6. authentication
requesting entity, is matched against the data available in the CIDR, and the
facility or eKYC
service Authority returns a digitally signed response containing e-KYC data along
with other technical details related to the authentication transaction;
Aadhaar number holders may, on completion of every 10 years from the

7. Aadhaar date of enrolment for Aadhaar, update their supporting documents in
Document Update Aadhaar, at least once, by submitting Proof of Identity (POI) and Proof of
Service
Address (POA) documents as specified, so as to ensure continued accuracy
of information in the Central Identities Data Repository (CIDR), in such
manner as may be specified by the Authority from time to time.

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Government of India
6. STANDARDS OF SERVICES PROVIDED BY UIDAI
6.1 Aadhaar Enrolment
SL. Service Description Success Performance

No
Normal Process for Enrolment
Enrolment is conducted by Enrolment Agencies

working on behalf of Registrars. One of the following
approaches of enrolment maybe adopted by the EAs
to enroll a resident.
List of acceptable documents can be

checked/downloaded from URL:
https://uidai.gov.in/images/commdoc/26_JAN_202
3_Aadhaar_List_of_documents_English.pdf
Enrolment/Update Forms can be checked /

downloaded at: Up to 20
minutes
1 Aadhaar (a) CHILD (0-5 years), at URL: after start 95%
Enrolment
https://uidai.gov.in/images/ENROLMENT- of
UPDATE_Form_child_5-18_years_V3.pdf enrolment
(b) CHILD (5-18 years), at URL:

https://uidai.gov.in/images/ENROLMENT-
UPDATE_Form_child_5-18_years_V3.pdf
(c) ADULT Residents (18 Years & above), at URL:

UPDATE_Form_Adult_update_V3.pdf
(d) RESIDENT FOREIGNER (All age groups), at

URL:
https://uidai.gov.in/images/Enrolment_Update_For
m_Resident_Foreigner_v3.pdf
1.0 Document based Enrolment

Submission of one valid Proof of Identity (PoI) and
one valid Proof of Address (PoA). List of
applicable documents can be checked at URL:

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Government of India
2.0 Head of Family (HoF) based Enrolment

Head of family (HoF) may introduce family
membersby means of documents, which establish
the Proofof Relationship (PoR). List of applicable
documents can be checked at URL:
All of the above approaches require successful

capture of biometric information (Facial image, all
10 finger prints and scans of both Irises), and
demographic information like name, date of birth,
gender, name of parents/guardian, residential
address, mobile number (optional) and email
address (optional).

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Government of India
Child Enrolment for children below five years of

age
1. For children below five years of age, the

following demographic and biometric information
shall be collected:
a. Name
b. Date of Birth
c. Gender
d. Enrolment ID or Aadhaar number of
either of the parents or guardian,
preferably that of the mother in the
event both parents are alive. The
Aadhaar number or EID of such parent
or guardian is mandatory, and a field
for relationship will also be recorded.
e. The address of such a child, which is
the same as that of the linked parent/
guardian.
f. Facial image of the child shall be
captured. The biometric information of
any one parent/ guardian shall be
captured or authenticated during the
enrolment.
2. The Proof of Relationship (PoR) document (List

of applicable documents can be checked at
URL:
https://uidai.gov.in/images/commdoc/26_JAN_
2023_Aadhaar_List_of_documents_English.pd
f) for establishing the relationship between the
linked parent/guardian and the child shall be
collected at the time of enrolment. Only those
children can be enrolled based on the
relationship document (PoR), whose names are
recorded in the relationship document.
Exception Process for Enrolment
In case of biometric exception (unavailability of any of

10 fingers or 2 Irises) an exception photograph is taken
in addition to the photograph of the face.

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Government of India
Aadhaar enrolment is free of cost
A resident should enroll only once, as multiple

enrolments will result in rejections unless it is advised
by UIDAI.
6.2 Aadhaar Generation
SL. Service Description Success Service

No
Aadhaar is generated successfully if:

1. Quality of enrolment data meets prescribed For child
standards laid down by UIDAI age-group
(0-18 yrs)
2. The enrolment packet passes all the
Normally
Aadhaar validations done in Central Identities Data
up to 30
1 Generation Repository (CIDR) 90%
days from
3. No Demographic/Biometric duplicate is the date of
found enrolment*
4. There are no unforeseen technical issues
For Adults
If any of the above conditions is not satisfied, then age 18+,
Aadhaar generation for the resident may be put on normally up
hold and Aadhaar Generation/Rejection may take a to 180 days
longer time. from the
date of
enrolment*
Resident will be notified on registered mobile
number about the status of Aadhaar generation/
rejection. A resident may also check the status of
Aadhaar enrolment by using any of the following Normally up
methods: to 30 days
2 Aadhaar 90%
Status from the
Notification 1. By visiting UIDAI official website “uidai.gov. date of
in”(or Click Here) enrolment*.
2. Resident may also call the contact center at
1947 or email a query to [email protected] to
obtain the Aadhaar status.
*Registrars/Enrolment Agencies are normally expected to send enrolment packet to UIDAI within 2 days of
enrolment

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Government of India
6.3 Letter Delivery/e-Aadhaar
SL.
Service Description Success Indicators Service
No
Upon successful Aadhaar generation/ Normally within 10 days

demographic update except mobile and of Aadhaar generation,
email, UIDAI prints Aadhaar letter and Aadhaar Letter is printed
Aadhaar delivers to residents on the postal address and handed over to
1 Letter Department 95%
Delivery mentioned during enrolment/ update.
of Post for delivery to
the residents as per
timelines mentioned in
the Department of Post
Citizen’s Charter
A resident may download and print

digitally signed copy of Aadhaar from
UIDAI’s Website https:// myaadhaar.
uidai.gov.in/
Resident can download e-
All the data printed in e-Aadhaar letter, is
Aadhaar immediately after
2 e-Aadhaar the same data as printed in Aadhaar letter. successful Aadhaar 95%
e-Aadhaar is a valid and secured generation or update
electronic document which should be
treated on par with the printed Aadhaar
letter (refer Circular–
https://uidai.gov.in/images/uidai_om_on_e_aa
dhaar_ validity.pdf)
UIDAI has introduced the Aadhaar PVC
Card paid service since September 2020.
The ordering of the same is available
through UIDAI website via
Aadhaar PVC card is
link: https://myaadhaar.uidai.gov.in/ and handed over to India Post
Order mAadhaar App for mobile. The PVC-based within 5 working days of 95%
3 Aadhaar Aadhaar Card has a digitally signed secure request submitted by
PVC card QR code. The card also carries photograph Resident, for delivery to
and demographic details of the resident the resident’s registered
alongwith certain security features. address through Speed
post service of India Post.
Aadhaar PVC card shall be treated at par
with other forms of Aadhaar (ref-
https://uidai.gov.in/images/Circular_dated_3
0_09_2020_regarding_Aadhaar_PVC_Card.
pdf )
*Registrar/Enrolment Agencies are normally expected to send enrolment packet to UIDAI within 2 days of
enrolment.

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Government of India
6.4 Demographic and Biometric Update Service
SL. Service Description Success Service

No Offering Indicators Standard
A. After successful Aadhaar generation,
a resident may request for update/

correction by visiting any enrolment
centre for changes in following
demographic attributes:
a. Name (Can be updated twice)

b. Gender (Can be updated Once)
c. Date of Birth (Can be updated Once)
d. Address
e. Mobile Number
f. Email
List of documents applicable for update is

Demographic available at URL: Normally up30
up
1 Update 90%
https://uidai.gov.in/images/commdoc/26_JAN_20 days
23_Aadhaar_List_of_documents_English.pdf from
of the date
update, by
resident.
Enrolment / Update Forms can be
checked/downloaded at:
(a) CHILD (0-5 years), at URL:
UPDATE_Form_child_0-5_years_v5pdf.pdf
(b) CHILD (5-18 years), at URL:

UPDATE_Form_child_5-18_years_V3.pdf
(c) ADULT Residents (18 Years and above), at

URL:
UPDATE_Form_Adult_update_V3.pdf
(d) RESIDENT FOREIGNER (All age groups),

at URL:
https://uidai.gov.in/images/Enrolment_Update_F
orm_Resident_Foreigner_v3.pdf
https://uidai.gov.in/images/Enrolment_Update_F
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orm_Resident_Foreigner_v3.pdf
Government of India
B. Residents who have registered mobilenumber

in Aadhaar, can also update thefollowing fields in
their Aadhaar, through online portal myAadhaar
(https://myaadhaar.uidai.gov.in).
i. Address
ii. Name (minor corrections)( Can beupdated
twice)
iii. Date of Birth (Can be updated Once)
iv. Gender (Can be updated Once)
The process for online update is as follows
1. Visit Online Portal (myAadhaar) -

https://myaadhaar.uidai.gov.in/
2. Login with your Aadhaar number
3. Enter the OTP received on your mobile
4. Select the field you want to update
5. To successfully save the update request,
OTP validation will be performed using
your current mobile number
6. Enter the Demographic details
7. Take a coloured scan/photograph/ image
(pdf,png,.jpeg) of the supporting
document (if the document has multiple
pages, scan all and save as a single
.pdf file) and then upload
8. Review details and spellings and
supporting document again, please use
Edit option to make corrections if any.
9. Re confirm with OTP received on
registered mobile and submit
10. Kindly click Make Payment button and
process the payment
11. Fee for online demographic update is
Rs.50/- per packet (Rs. 25/- for document
update), request for more than one field
will be considered as one packet only and
Rs. 50/- shall be charged.
12. Resident can cancel the update request
from myAadhaar portal, if cancel button
is visible with the request. In case of
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Government of India
failure of payment, amount so deducted

shall be refunded to the resident
13. Please note-down or save the provided
URN (Update Request Number) for
future reference.
The following limits have been set for update of

demographic information in their Aadhaar:
• Name – Can be updated twice

• Gender – Once
• Date of Birth – Once
Resident has option to update one or more fields

through a single request.
HOF Based Normally up to 90%

Address Resident can update address in Aadhaar online 60 days from
with the consent of his/her Head of Family
Update the date of
(HOF). It can be done by submitting Proof of
update, by
Relationship document like Ration Card,
Marksheet, Marriage Certificate, Passport etc. resident,
mentioning the name of both the applicant and including 30
HOF and the relationship between them, for this days of HOF
service OTP based authentication shall be acceptance
performed by the HOF. period.
List of acceptable POR documents can be checked
at URL:
In case Proof of Relationship document is not

available, UIDAI provides the resident to submit
a self-declaration by the HOF in the UIDAI
prescribed format available at URL:
023_Aadhaar_List_of_documents_English.pdf.
1. In the ‘My Aadhaar’ portal
(https://myaadhaar.uidai.gov.in), a resident can
choose this option while seeking update address
online.
2. After login the resident will be allowed to
enter the Aadhaar number of the HOF, which
will be validated online. (No other information
of the HOF’s Aadhaar will be displayed on the
screen to maintain adequate privacy of the
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Government of India
HOF).
3. Post Aadhaar validation, the resident
would upload the Proof of Relationship (PoR)
document, after that resident would be taken to
the payment processing page.
4. Resident has to pay the fee Rs. 50/- for
this HOF based address update service online.
5. On successful payment, SRN would be
shared with the resident. And an SMS would be
sent to the HOF about the address request.
6. The HOF to approve the request and give
his/her consent by logging into the My Aadhaar
(https://myaadhaar.uidai.gov.in) portal within 30
days from the date of receiving the notification
else the request will be closed automatically
after 30 days.
7. HOF would login to the myaadhaar portal
(https://myaadhaar.uidai.gov.in) and would
provide her/his acceptance. Post action by the
HOF, SMS would be sent to the resident
(requestor).
Note: If the HOF rejects to share her/his address,
or does not accept or decline within the
stipulated 30 days of SRN creation, the request
would be closed. The resident, seeking address
update through this option, will be informed
about the closure of the request via an SMS.
In case the request is closed or rejected due to
non acceptance of the HOF or rejected during
process, the service fee paid shall not be
refunded to the applicant.
For availing HOF based Address Update service,
Resident may visit the following link
https://myaadhaar.uidai.gov.in and follow the
instructions as mentioned above.

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Government of India
A resident may go for biometric data update

under following conditions
1. Child attains age of 5 or 15 years.

2. Events like accident or diseases leading to
biometric exception conditions (loss of
limbs, loss of eyes etc.) Normally up to
2 Biometric 3. It is recommended that a resident goes for 30 days from 90%
Update biometric update every 10 years the date of
update, by a
Residents are advised to visit the nearest Aadhaar resident.
Kendras (Permanent Enrolment
Center)/Enrolment Centres for update of
biometric data. Resident’s biometric will be
verified against the existing biometric in the
database and replaced.
Exception Handling
In order to avoid misuse or malpractices, Limitshave
been set for update of Demographic information
in Aadhaar:
• Name – Can be updated twice (Resident
can carry out 3rd time Name update through
exception handling. For the same they can
carry out the update at Aadhaar Centre and
then approach concerned Regional Office of
3 Exception Normally up
UIDAI for approval of update under
Handling to 90 days 90%
exception. The process to be followed for
from the date
updating Name for the third time is
of update, by a
elaborated in SOP available in Public
resident.
domain on the website of UIDAI. (Provide

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Government of India
link here itself)

• Gender – Once (Residents can carry out
2nd time Gender update through exception
handling. For the same they can carry out
the update at Aadhaar Centre and then
approach concerned Regional Office of
UIDAI for approval of update under
exception. The process to be followed for
second time Gender update is elaborated in
SOP available in Public domain on the
website of UIDAI. (Provide link here
itself))
 Date of Birth – Once (Resident can update
the Date of Birth (DoB) in his/her Aadhaar
only once. However they can carry out
second time DOB update through exception
handling process. For the same they can
carry out the update at Aadhaar Centre and
then approach the concerned Regional
Office of UIDAI for approval of update
under exception. SOP available in Public
domain on the website of UIDAI. (Provide
link here itself)
• Resident to update their data at the nearest
Enrolment Centre by providing valid
document.
• Once, the request is rejected, the Resident
shall/may be required to approach Regional
Offices (RO) of their region by call at
1947 or email to [email protected] with
relevant details of update along with
necessarysupporting documents.
• RO shall carry out due diligence and ascertain
whether the update request beyond the
prescribed threshold is genuine. RO may seek
additional information from the resident to
carry out a field investigation as may be
required.
• In case RO ascertain the said update request
to be genuine, case shall be sent to Tech
Center for processing / re- processing the
request.

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Government of India
6.5 Authentication Service
SL. Service Success Service

Offering Description Indicators Standard
No
A type of authentication facility in which the

identity information and Aadhaar number
securely submitted with the consent of the
Aadhaar number holder through a requesting
entity, is then matched against the data CIDR
available in the CIDR, and the Authority response
1 Yes/No Authentication in less
Authentication responds with a digitally signed response response either than 10
facility or containing “Yes” or “No”, along with other Yes/No seconds.
Service technical details related to the authentication 95%
transaction, but no identityinformation. Service
Standard
Modes of Authentication:
a) Demographic authentication
b) One-time pin (OTP) based
authentication
c) Biometric-based authentication
(fingerprints authentication, Iris
authentication and face
authentication)
d) Multi-factor authentication

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Government of India
A type of authentication facility in which

the biometric information and/ or OTP and Successful
Authentication
Aadhaar number securely submittedwith the will return
consent of the Aadhaar number holder demographic
e-KYC
2 through a requesting entity, is matched information CIDR
Authentication
against the data available in the CIDR, and along with the responsein
facility or
the Authority returns a digitally signed photograph ofthe less than
Service Aadhaar number
response containing e-KYC data along with 10
other technical details related to the holder. seconds.
authentication transaction. 95%
Service
Standard
Modes of Authentication:
a) Demographic authentication
b) One-time pin (OTP) based authentication
c) Biometric - based authentication
(Fingerprints authentication, Iris
authentication and Face Authentication)
d) Multi-factor authentication

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Government of India
6.6 Document Update Service

SL. Service SuccessIn Service
Offering Description dicators Standard
No
 Document update feature can be accessed If there is any
by residents through myAadhaar (online) deficiency is
observed, UIDAI
portal or by visiting any Aadhaar shall contact the
Enrolment Centre. resident.
 The applicable charges for document 90%
update shall be Rs 50/- for update through
1 Document Aadhaar Enrolment Centre and Rs 25/-
Only Update for update through myAadhaar Portal
Service
(https://myaadhaar.uidai.gov.in/).
1.myAadhaar (online) mode:
I. Resident, whose mobile number is
linked with Aadhaar can login in to
myAadhaar portal
(https://myaadhaar.uidai.gov.in/)
using Aadhaar OTP to submit the
documents.
II. For this service anew tab ‘Document
update’ is made available on the
myAadhaar portal to update the
documents after login.
2. Aadhaar Enrolment Centre(offline)
mode:
Resident need to visit any Aadhaar
Enrolment Centre along with original
POI/POA documents, to get the documents
updated.
Note:
 If Resident has already updated the
documents through any of the Aadhaar
Enrolment Centers or through
myAadhaar portal, such Resident are not
required to update the documents again.
 Residents to ensure that the demographic
details in Aadhaar and as displayed on
screen exactly match with details in the
POI/POA documents to be uploaded.

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Government of India
7. THE AADHAAR ONLINE SERVICES
Following are the various services available at UIDAI official Website (uidai.gov.in) and
mAadhaar Application (Android and for iOS 10 and above). To install the app, follow the steps as
given below:
● Visit the Google Play Store for Android mobile and App Store for iPhone.
● Type mAadhaar in the search bar and download. Alternately Click here forAndroid or
Click here for iOS (10 and above)
SL.
Service Offerings Description
No
Locate Enrolment
1 Center Locate nearby Aadhaar enrolment centre of your convenience
Retrieve Lost UID/ If you have lost your enrolment slip or Aadhaar number, you can
2 EID retrieve the same on your registered mobile number
Verify Aadhaar
3 Number Check if an Aadhaar number is valid or not
Check your Email/ Check if your email or mobile number is registered in Aadhaar
4 Mobile Number in Database
Aadhaar
5 Lock/Unlock Secure your biometric authentication as per your need by locking or

Biometrics unlocking your Biometrics
6 Check Aadhaar Check if your Aadhaar number is linked with your Bank Account
& Bank Account number
Linking Status
7 Virtual ID Aadhaar Number holders can generate/retrieve their 16 Digit Virtual

(VID)Generator
ID (VID).
Aadhaar Aadhaar number holder can view details of upto 50 authentication records
8
Authentication performed by any Authentication User Agency (AUA) or by him/her in the
History last 6 months.
9 Aadhaar Paperless Aadhaar Number Holder can generate a secure digitally signed xml
Offlinee-KYC document having his/ her demographic details and photograph for offline
verification of his/her identity.
10 Lock/Unlock Aadhaar Number Holder can Lock/Unlock their Aadhaar for online
Aadhaar authentication

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Government of India
Secure QR Code is present on all forms of Aadhaar like Aadhaar letter,

Aadhaar PVC Card, eAadhaar and m-Aadhaar. Secure QR Code is digitally
signed by UIDAI and can be used for offline identity verification. Aadhaar
11 Secure QR Code Secure QR Code can be scanned using m-Aadhaar App and Standalone QR
Code Scanning Apps available for smart phone, iOS/ Android. Windows
based Scanning Apps for desktop/laptop is available on UIDAI website
(https://uidai.gov.in/ecosystem/authentication-devices-documents/qr-code-
reader.html ).
This facility is to allow resident to booking an appointment at an

Aadhaar Seva Kendra for the following Aadhaar services:
• Fresh Aadhaar enrolment

Book an • Name Update
12 Appointment
• Address Update
• Mobile No. Update
• Email ID Update
• Date of Birth Update
• Gender Update
• Biometric (Photo + Fingerprints + Iris) Update
8. GRIEVANCE REDRESSAL MECHANISM
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:
SL.
Service Description
No
UIDAI contact center consists of a self service IVRS (Interactive Voice

Toll Free Number Response system) and Resident Support Executive based assistance
1. - 1947 provided through Toll Free Number(TFN)- 1947. It provides support in
following 12 languages:

22
Government of India
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:
 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 (Ask UIDAI has launched a new AI/ML based chatbot, "Aadhaar Mitra"
Aadhaar) – which is available on UIDAI’s Official website (www.uidai.gov.in).
https://uidai.gov. This chatbot is trained to respond to the resident’s queries and aimed at
improving the resident’s experience. Chatbot also has additional features
in
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 Resident can lodge and check the status of their complaint on UIDAI’s
portal - website (https://www.Uidai.gov.in & https://myaadhaar.uidai.gov.in/)
https://resident. under ‘File a complaint’ section.
uidai.gov.in/file-
complaint

23
Government of India
4. Through Email – Resident can send email to [email protected] for any queries and
[email protected]. complaints related with Aadhaar services.
in
5. Walk-In at Resident can walk in to the respective Regional Offices according to

Regional Offices 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 handle the grievance by necessary action.
6. Through Public Centralized Public Grievance Redress and Monitoring System
Grievance Portal (CPGRAMS) is an online platform available for the citizens 24x7 to
(CPGRAMS) of lodge their grievances to the public authorities on any subject.
the Government of
Grievances may be lodged at UIDAI through Centralized Public
India:
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.
9. RTI (Right to Information Act,2005)
RTI (Right to Updated LIST OF CPIO & FIRST APPELLATE AUTHORITY, UIDAI
Information Act, (HQ
2005) and Regional Offices) is available on UIDAI Official website (uidai.gov.in)
OR Click Here

24
Government of India
10. CONTACT POINTS FOR OBTAINING SERVICE BENEFITS
RegionalOffice States and Union

Territories Contact Details
covered by the
RO
Khanija Bhavan, No. 49, 3rd Floor, South Wing

Karnataka, Race Course Road, Bengaluru - 01
RO Kerala, Tamil Phone : 080-22340104
Bengaluru Naidu, Fax : 080-22340310
Pondicherry, Appointment for Grievance Center :
Lakshadweep https://www.robinspec.net.in/appointment
SCO 95-98, Ground and Second Floor, Sector17-

Jammu & Kashmir, B, Chandigarh 160017
RO
Chandigarh Punjab, Haryana, Contact : 0172-2711947
Himachal Pradesh Fax : 0172-2711717
and UT of Email ID : [email protected]
Chandigarh
Ground Floor, Pragati Maidan Metro Station,

Pragati Maidan, New Delhi-110001
RO Uttarakhand, Madhya
Delhi Pradesh, Delhi and Grievance Cell : 011-40851426
Rajasthan Reception : 11-40851426
Fax : 011-40851406
Email ID : [email protected]
Block-V, First Floor, HOUSEFED Complex,

Assam, Arunachal Beltola-Basistha Road, Dispur, Guwahati -
RO
Guwahati Pradesh,Meghalaya, 781006
Manipur, Nagaland,
Mizoram, Tripuraand Reception : 0361-2221819
Sikkim Fax : 0361-2223664
6th Floor, East Block, Swarna Jayanthi Complex,

Andhra Pradesh, Beside Matrivanam, Ameerpet Hyderabad-500 038,
RO
Hyderabad Telangana,Orissa, Telangana State
Chhattisgarh,
Andaman and Reception : 040-23739269
Nicobar General Fax : 040-23736662

25
Government of India
3rd Floor, Uttar Pradesh Samaj Kalyan Nirman

Nigam Building, TC-46/ V,Vibhuti Khand, Gomti
RO Uttar Pradesh Nagar, Lucknow- 226 010
Lucknow Grievance Cell :
Enrolment Related - 0522-2304979
SSUP Related - 0522-2304978
Email ID : [email protected]
7th Floor, MTNL Exchange, GD Somani Marg,

Gujarat, Cuff Parade, Colaba, Mumbai - 400 005
RO Maharashtra, Goa,
Mumbai Dadar & Nagar UIDAI RO Mumbai Contact No : 022-22163492
Haveli, Daman & Email ID : [email protected]
Diu
1st Floor, RIADA Central Office Building,

Namkum Industrial Area, Near STPI Lowadih,
RO Bihar, Jharkhand
Ranchi Ranchi - 834 010
and WestBengal
Helpdesk Tel. No. : 9031002292,9031002298
Helpdesk Email ID : [email protected]
Ground Floor, Telephone Bhawan, 34,
BBD Bag (South), Dalhousie, Kolkata.
State Office (West Pin:700001
RO Ranchi
Bengal) [email protected]
Toll Free No.: 1947
Phone: 033-22101060
Ground Floor, BSNL Bhawan,
Near Paryawas Bhawan,
State Office, Bhopal RO Delhi Arera Hills, Bhopal- 462026,
Madhya Pradesh
3rd Floor, OCAC Tower,

Acharya Vihar, RRL Post Office,
Bhubaneswar, Khordha,
Odisha,
State Office,
RO Hyderabad PIN: 751013
Bhubaneswar
Grievance e-Mail:
[email protected]
Grievance Phone number: 0674-2914217
4th Floor, Telephone Bhawan,
23, Chimanlal Girdharlal Rd,
Sardar Patel Nagar, Ellisbridge,
State Office, Gujarat RO Mumbai
Ahmedabad, Gujarat 382435
Phone : 079-29911701
26
Government of India
Door Sanchar Bhavan

PMG Junction
State Office, Pattom Village
Thiruvananthpuram RO Bengaluru Thiruvananthapuram
(Kerela)
Kerala 695 033.
4th Floor, Lalit Bhawan Bailey Road,

Jawaharlal Nehru Marg, Patna, Bihar-800001
Toll Free No. : 1947
Camp office, Patna Phone : 0612-2545678
RO Ranchi
(Bihar) Email ID : [email protected]
Note: For updated contact details, Resident is requested to refer UIDAI website.
11. INDICATIVE EXPECTATIONS FROM THE STAKEHOLDERS
SL.
Expectations
No
1 Residents are expected to duly fill the Enrolment/Update form and bring valid and
complete documents when going for Aadhaar Enrolment/Update.
2 Residents are expected to review and ensure that the Operator has entered correctand complete
details during Enrolment/Update process.
3 Registrars, Enrolment Agencies and AUA/KUA/ASA are required to comply with the
provisions of Aadhaar Act 2016 and the regulations notified under the Act.
12. MISCELLANEOUS
12.1. Month and Year of next review of the Citizen’s Charter
July 2023 or before if need arises.

27

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Unique Identification Authority of India

CITIZEN’S CHARTER FOR

6. Standards of services provided by UIDAI 7

6.1. Aadhaar Enrolment 7

6.2. Aadhaar Generation 10

6.3. Letter Delivery/e-Aadhaar 11

6.4. Demographic and Biometric Update Service 12

6.5. Authentication Service 18

6.6. Document Update Service 20

7. Other Aadhaar Online Services 21

8. Grievance Redress Mechanism 22

9. RTI (Right to Information Act, 2005) 24

10. Contact Points for obtaining service benefits 25

11. Indicative Expectations from the Stakeholders 27

12.1 Month and Year of next review of the Citizen’s Charter 27

● Ensure availability, scalability and resilience of the Aadhaar technology infrastructure.

● To ensure security and confidentiality of identity information and authentication records of

Citizen’s Charter For Unique Identification Authority of India

“Enrolling Agency” means an agency appointed by the Authority or a

“Authentication Service Agency” or “ASA” shall mean a licensed entity

“e-KYC User Agency” or “KUA” shall mean a requesting entity which,

Agencies that collate, transport and archive documents collected during

“Requesting Entity” means an agency or person that submits the

Citizen’s Charter For Unique Identification Authority of India

Aadhaar The process, as may be specified by Regulations, to collect demographic

Aadhaar Generation involves process like quality check, packet

Citizen’s Charter For Unique Identification Authority of India

“Authentication” means the process by which the Aadhaar number along

“e-KYC authentication facility” means a type of authentication facility in

Aadhaar number holders may, on completion of every 10 years from the

Citizen’s Charter For Unique Identification Authority of India

6. STANDARDS OF SERVICES PROVIDED BY UIDAI

6.1 Aadhaar Enrolment

SL. Service Description Success Performance

Normal Process for Enrolment

Enrolment is conducted by Enrolment Agencies

List of acceptable documents can be

Enrolment/Update Forms can be checked /

(b) CHILD (5-18 years), at URL:

(c) ADULT Residents (18 Years & above), at URL:

(d) RESIDENT FOREIGNER (All age groups), at

1.0 Document based Enrolment

Citizen’s Charter For Unique Identification Authority of India

2.0 Head of Family (HoF) based Enrolment

All of the above approaches require successful

Citizen’s Charter For Unique Identification Authority of India

Child Enrolment for children below five years of

1. For children below five years of age, the

2. The Proof of Relationship (PoR) document (List

Exception Process for Enrolment

In case of biometric exception (unavailability of any of

Citizen’s Charter For Unique Identification Authority of India

Aadhaar enrolment is free of cost

A resident should enroll only once, as multiple

6.2 Aadhaar Generation

SL. Service Description Success Service

Aadhaar is generated successfully if:

Citizen’s Charter For Unique Identification Authority of India