Citizens Charter Feb-2022
Citizens Charter Feb-2022
Citizens Charter Feb-2022
Government of India
February 2022
CONTENTS
1. Introduction 3
2. Our Vision 3
3. Mission Statement 3
4. Stakeholders 4
5. Our Services 5
11. Miscellaneous 18
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 systems, for Aadhaar number holders for
updating and authenticating their digital identity.
● Build a strong and rebust organization, to carry forward the vision and values of the
UIDAI.
● 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.
4. STAKEHOLDERS
SL.
Stakeholder Description
No
“Resident” means an individual who has resided in India for a period or
periods amounting in all to one hundred and eighty-two days (<182)or
1. Resident
more in the twelve months immediately preceding the date of
application for enrolment
“Registrar” means any entity authorized or recognized by the
2. Registrar
Authority for the purpose of enrolling individuals.
“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.
Banks and other Financial Institutions interface with Aadhaar Payment
Banks/ Financial Bridge (APB) and Aadhaar Enabled Payment System (AEPS) linking
4.
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 Service providing necessary infrastructure for ensuring secure network connectivity
5. Agencies (ASA) and related services for enabling a requesting entity to perform
authentication using the authentication facility provided by the Authority.
Authentication User “Authentication User Agency” or “AUA” means a requesting entity that uses
6. Agencies(AUA) the Yes/ No authentication facility 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.
5. OUR SERVICES
SL.
Service Description
No
Aadhaar Letter / UIDAI through its logistics partner (s) delivers printed Aadhaar letters /
3. card Delivery / e- cards to residents. It also provides a web based solution to download a
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.
SL.
Service Description SuccessPerformance
No
SL.
Service Description Success Service
No
SL.
Service Description Success Indicators Service
No
*Registrar/Enrolment Agencies are normally expected to send enrolment packet to UIDAI within 2 days of enrolment.
Normally up
Demographic to 30 days
1 B. Residents who have registered mobile 90%
Update from the date
number in Aadhaar, can also update the
of update, by
following fields in their Aadhaar through
resident.
online portal myaadhaar.
i. Address
ii. Name (minor corrections)( Can be
updated twice)
iii. Date of Birth (Can be updated Once)
iv. Gender (Can be updated Once) and
v. Regional Language
Exception Handling
c) Biometric-based authentication
(fingerprints authentication, Iris
Citizen’s Charter For Unique Identification Authority of India 15
Unique Identification Authority of India
Government of India
d) Multi-factor authentication
*For limited services
Successful
A type of authentication facility in which Authentication
the biometric information and/ or OTP and will return
Aadhaar number securely submitted with demographic
the consent of the Aadhaar numberholder information
through a requesting entity, is matched
along with the CIDR
against the data available in the CIDR, and
e-KYC photograph of response
the Authority returns a digitally signed
Authentication response containing e-KYC data along the Aadhaar in less
facility or with other technical details related to the number than 10
2
Service authentication transaction. holder. The seconds.
demographic 95%
Modes of Authentication: data field and Service
photograph Standard
a) Demographic authentication
may be
b) One-time pin (OTP) based authentication returned
as per the
c) Biometric-based authentication classification of
(Fingerprints authentication, Iris the AUA.
authentication and Face Authentication*)
d) Multi-factor authentication
● Visit the Google Play Store for Android mobile and App Store for iPhone.
● Type mAadhaar in the search bar and download. Alternately Click here for
Android or Click here for iOS (10 and above)
SL.
Service Offerings Description
No
Locate Enrolment
1 Locate nearby Aadhaar enrolment centre of your convenience
Center
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 Check if an Aadhaar number is valid or not
Number
Virtual ID (VID) Aadhaar Number holders can generate/retrieve their 16 Digit VirtualID
7
Generator (VID).
Aadhaar
Aadhaar number holders can view the details of Aadhaar
8 Authentication
Authentication they have done in last 6 months.
History
Lock/Unlock Aadhaar Number Holder can Lock/Unlock their Aadhaar for online
10
Aadhaar authentication
Secure QR Code is present on all forms of Aadhaar like Aadhaar letter,
Aadhaar PVC card, e-Aadhaar and mAadhaar. Secure QR Code is
digitally signed by UIDAI and can be used for offline identity
verification. Aadhaar secure QR Code can be scanned using m-Aadhaar
11 Secure QR Code app available on iOS/ Android and for desktop/laptop, Application is
available on UIDAI website
https://uidai.gov.in/ecosystem/authentication-devices-documents/qr-
code-reader.html
For quick disposal of complaints resident must keep the EID/URN/SRN handy.
SL.
Service Description
No
2. Chatbot (Ask UIDAI Chatbot is an automated chat platform available on UIDAI official
Aadhaar) – website (uidai.gov.in) for quick automated response related to Aadhaar
https://uidai.gov.i and its services. It is available on the main page of UIDAI website and
n Resident portal at right bottom. By clicking on blue icon of ‘Ask
Aadhaar’, resident can start interacting with Chatbot. It supports Hindi
and English languages.
3. Through Resident Resident can lodge complaint using available scenarios on UIDAI
portal - website under ‘File a complaint’ section.
https://resident.ui
dai.gov.in/file-
complaint
4. Through Email – Resident can send email to [email protected] for any queries and
[email protected] complaint related with Aadhaar services.
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 Centralized Public Grievance Redress and Monitoring System
Grievance Portal (CPGRAMS) is an online platform available for the citizens 24x7 to lodge
(CPGRAMS) of the their grievances to the public authorities on any subject.
Government of
India: 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.
RTI (Right to Updated LIST OF CPIO & FIRST APPELLATE AUTHORITY, UIDAI (HQ
Information Act, and Regional Offices) is available on UIDAI Official website (uidai.gov.
2005) in) OR Click Here
Note: For updated contact details, Resident is requested to refer UIDAI website.
SL.
Expectations
No
Residents are expected to duly fill the Enrolment/Update form and bring valid and
1
complete documents when going for Aadhaar Enrolment/Update.
Residents are expected to review and ensure that the Operator has entered correctand
2
complete details during Enrolment/Update process.
Registrars, Enrolment Agencies and AUA/KUA/ASA are required to comply with the
3
provisions of Aadhaar Act 2016 and the regulations notified under the Act.
12. MISCELLANEOUS