Unique Identification Authority of India

Government of India

CITIZEN’S CHARTER FOR

UNIQUE IDENTIFICATION AUTHORITY OF
INDIA

July 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) 25

10. Contact Points for obtaining service benefits 26

11. Indicative Expectations from the Stakeholders 28

12. Miscellaneous 28

12.1 Month and Year of next review of the Citizen’s Charter 28

 Unique Identification Authority of India
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) 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 or Consolidated Fund of the State to individuals residing in India
through assigning of unique 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 (Targeted Delivery of Financial and Other Subsidies,
Benefits and Services) Act, 2016 (“Aadhaar Act, 2016”), as amended, by all individual and
agencies in letter and spirit.

● To make regulations & rules consistent with the Aadhaar Act, 2016 (as amended), for
implementing the provisions of the Aadhaar Act, 2016 (as amended).

Citizen’s Charter For Unique Identification Authority of India

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 Unique Identification Authority of India
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 his arrival in India, shall be
entitled to obtain an Aadhaar number.
“Registrar” means any entity authorized or recognized by the Authority
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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 Unique Identification Authority of India
Government of India

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 and

1. Enrolment 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 / cards
Aadhaar Letter /
3. to residents. It also provides a web based solution to download a digitally
card Delivery /
e-Aadhaar 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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 Unique Identification Authority of India
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 requesting
6. authentication
entity, is matched against the data available in the CIDR, and the Authority
facility or eKYC
service 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 date
7. Aadhaar of enrolment for Aadhaar, update their supporting documents in Aadhaar, at
Document Update least once, by submitting Proof of Identity (POI) and Proof of Address (POA)
Service
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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 Unique Identification Authority of India
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_0-5_years_v5pdf.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:

https://uidai.gov.in/images/ENROLMENT-
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:
https://uidai.gov.in/images/commdoc/26_JAN_202
3_Aadhaar_List_of_documents_English.pdf

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 Unique Identification Authority of India
Government of India

2.0 Head of Family (HoF) based Enrolment

Head of family (HoF) may introduce family
members by means of documents, which establish
the Proofof Relationship (PoR). List of applicable
documents can be checked at URL:
https://uidai.gov.in/images/commdoc/26_JAN_202
3_Aadhaar_List_of_documents_English.pdf

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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 Unique Identification Authority of India
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_202
3_Aadhaar_List_of_documents_English.pdf) 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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 Unique Identification Authority of India
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 myAadhaar portal date of
https://myaadhaar.uidai.gov.in/CheckAadhaa enrolment*.
rStatus (or Click Here)
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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 Unique Identification Authority of India
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/
All the data printed in e-Aadhaar letter, is Resident can download
2 e-Aadhaar the same data as printed in Aadhaar letter. e-Aadhaar immediately 95%
e-Aadhaar is a valid and secured after successful Aadhaar
electronic document which should be generation or update
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/ handed over to India Post
Order and mAadhaar App for mobile. The within 5 working days of 95%
3 Aadhaar PVC-based Aadhaar Card has a digitally request submitted by
PVC card signed secure QR code. The card also Resident, for delivery to
carries photograph and demographic the resident’s registered
details of the resident along with certain address through Speed
security features. post service of India
Aadhaar PVC card shall be treated at par Post.
with other forms of Aadhaar (ref-
https://uidai.gov.in/images/Circular_date
d_30_09_2020_regarding_Aadhaar_PV
C_Card.pdf )

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 Unique Identification Authority of India
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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
1 Update 90%
https://uidai.gov.in/images/commdoc/26_JAN_2 days
023_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:
https://uidai.gov.in/images/ENROLMENT-
UPDATE_Form_child_0-5_years_v5pdf.pdf

(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 and above), at

URL:
https://uidai.gov.in/images/ENROLMENT-
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

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 Unique Identification Authority of India
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B. Residents who have registered mobile

number in Aadhaar, can also update the
following fields in their Aadhaar, through online
portal myAadhaar
(https://myaadhaar.uidai.gov.in).

i. Address update and ii Document update

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 (Address) 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 Address update is Rs.50/- and Rs.
25/- for document update through online
portal (myAadhaar), However document
update is free till 14.12.2023.
12. Resident can cancel the update request
from myAadhaar portal. In case of failure
of payment, amount so deducted shall be
refunded to the resident within 3-7
working days.
13. Please note-down or save the provided
URN (Update Request Number) for
future reference.

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 Unique Identification Authority of India
Government of India

HOF Based Normally up to 90%

Address Resident can update address in Aadhaar; online 60 days from
Update with the consent of his/her Head of Family the date of
(HOF) too. It can be done by submitting Proof update, by
of Relationship document like Ration Card, resident,
Marksheet, Marriage Certificate, Passport etc. including 30
mentioning the name of both the applicant and days of HOF
HOF and the relationship between them, for acceptance
this service OTP based authentication shall be period.
performed by the HOF.
List of acceptable POR documents can be
checked at URL: https://uidai.gov.in/ images/
commdoc/ 26_JAN_2023_Aadhaar_ List_of_
documents_English.pdf
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:
https://uidai.gov.in/images/commdoc/26_JAN_2
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
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 has 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.
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 Unique Identification Authority of India
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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.

A resident has to go for biometric data update

under following condition:

i. Child attains age of 5 or 15 years -

Mandatory bio-metric update
Normally up to
2 Biometric Further a resident may go for bio-metric update 30 days from 90%
Update under following conditions: the date of
update, by a
resident.
i. Events like accident or diseases leading to
biometric exception conditions (loss of
limbs, loss of eyes etc.)
ii. It is recommended that a resident goes for
biometric update every 10 years

Residents are advised to visit the nearest Aadhaar

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.

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 Unique Identification Authority of India
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Exception Handling
In order to avoid misuse or malpractices, Limits
have 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).
(https://www.uidai.gov.in//images/SOP_dat
ed_28-10-2021-
Name_and_Gender_update_request_under_
exception_handling_process_Circular_date
d_03-11-2021.pdf)
• 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.
(https://www.uidai.gov.in//images/SOP_date
d_28-10-2021-
Name_and_Gender_update_request_under_e
xception_handling_process_Circular_dated_
03-11-2021.pdf)
• 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).
(https://uidai.gov.in/images/SOP_for_DOB_
update.pdf)
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 Unique Identification Authority of India
Government of India

• Resident to update their data may visit 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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 Unique Identification Authority of India
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6.5 Authentication Service

SL. Service Success Service

Description
No Offering Indicators Standard

A type of authentication facility in which the

identity information and Aadhaar number
Yes/No securely submitted with the consent of the
Authentication Aadhaar number holder through a
1 facility or requesting entity, is then matched against the CIDR
Service response
data available in the CIDR, and the
Authentication in less
Authority responds with a digitally signed response either than 10
response containing “Yes” or “No”, along Yes/No seconds.
with other technical details related to the 95%
authentication transaction, but no identity Service
Standard
information.

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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 Unique Identification Authority of India
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A type of authentication facility in which Successful

Authentication
the biometric information and/ or OTP and will return
Aadhaar number securely submittedwith the demographic
e-KYC
2 consent of the Aadhaar number holder information CIDR
Authentication
through a requesting entity, is matched along with the Response
facility or
against the data available in the CIDR, and photograph ofthe in less than
Service Aadhaar number
the Authority returns a digitally signed 10
response containing e-KYC data along with holder. seconds.
other technical details related to the 95%
authentication transaction. 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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 Unique Identification Authority of India
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6.6 Document Update Service

SL. Service Success Service

Offering Description Indicators Standard
No

 Document update feature can be accessed

by residents through myAadhaar (online)
portal or by visiting any Aadhaar
Enrolment Centre. 90%
 The applicable charges for document
1 Document update shall be Rs 50/- for update through
Only Update Aadhaar Enrolment Centre and Rs 25/-
Service
(which is free till 14.12.2023) for update Normally within
through myAadhaar Portal 30 days. If there
is any deficiency
(https://myaadhaar.uidai.gov.in/).
observed, UIDAI
A. myAadhaar (online) mode: shall contact the
. Resident, whose mobile number is resident.
linked with Aadhaar can login in to
myAadhaar portal
(https://myaadhaar.uidai.gov.in/) using
Aadhaar OTP to submit the documents.
. For this service a new tab ‘Document
update’ is made available on the
myAadhaar portal to update the
documents after login.
B. 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 Residents 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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20
 Unique Identification Authority of India
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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21
 Unique Identification Authority of India
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
11 Secure QR Code digitally signed by UIDAI and can be used for offline identity
verification. Aadhaar 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.

UIDAI shall accept the grievance related to Aadhaar or its services through any of the channels
mentioned in Table below; only after the given timelines towards the services mentioned under
STANDARDS OF SERVICES PROVIDED BY UIDAI (published in Citizen Charter of UIDAI)
has exceeded its given time limit (timelines are cited under column: Success Indicators).

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22
 Unique Identification Authority of India
Government of India

The detailed information about available channels is as below:

Success Performanc
SL. No
Service/ Description indicator e
Channel

1 Toll Free Number - UIDAI contact center consists of a self

1947 service IVRS (Interactive Voice Response
system) and Resident Support 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

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,
Resolution of
resident can know their Aadhaar number
grievance:
using EID (Post validation) Normally within
90 %
 Resident can check their complaint status 30 days from the
by entering their Service Request Number date of receipt of
 Resident can verify their Aadhaar number Grievance
 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

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

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23
 Unique Identification Authority of India
Government of India

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 (Aadhaar
Mitra) – UIDAI has launched a new AI/ML based
https://uidai.gov.i chatbot, "Aadhaar Mitra" which is available
n on UIDAI’s Official website
(www.uidai.gov.in). This chatbot is trained
to respond to the resident’s queries and Resolution of
grievance:
aimed at improving the resident’s
Normally within
experience. Chatbot also has additional 90 %
30 days from the
features like locate Aadhaar Center, Check date of receipt of
Aadhaar enrolment/ update status, Check Grievance
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 Resolution of
portal Resident can lodge and check the status of
grievance:
their complaint on myAadhaar portal by Normally
clicking : within 30 days 90 %
https://myaadhaar.uidai.gov.in/file-complaint
from the date
of receipt of
Grievance
4 Through Email – Resolution of
[email protected]. Resident can send email to grievance:
in [email protected] for any queries and Normally
complaints related with Aadhaar services. within 30 days 90 %
from the date
of receipt of
Grievance
5 Resident can walk in to the respective
Walk-In at
Regional Offices according to their state Resolution of
Regional
for their queries or submission of grievance:
Offices
complaints related to Aadhaar Normally
within 30 days 90 %
In addition to above, resident can also from the date
approach UIDAI through following of receipt of
channels: Grievance

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 Unique Identification Authority of India
Government of India

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
Grievance
Portal Monitoring System (CPGRAMS) is an
(CPGRAMS) of online platform available for the citizens
the Government 24x7 to lodge their grievances to the public
of India: authorities on any subject.
Resolution of
Grievances may be lodged at UIDAI grievance:
through Centralized Public Grievance Normally
Redress and Monitoring System within 30 days 90 %
from the date
(CPGRAMS)
of receipt of
website https://pgportal.gov.in/. The Grievance
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

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 Unique Identification Authority of India
Government of India

10. CONTACT POINTS FOR OBTAINING SERVICE BENEFITS

RNaegionaNamel tates and Union T

iceNName Covered by the RO Contact Details

Khanija Bhavan, No. 49, 3rd Floor, South Wing

Karnataka, Race Course Road, Bengaluru – 560001
RO Kerala, Tamil
Bengaluru Naidu, Contact : 080 -22340865
Pondicherry, Fax : 080-22340310
Lakshadweep Email ID : [email protected]

Jammu & Kashmir, SCO 95-98, Ground and Second Floor, Sector17-
Punjab, Haryana, B, Chandigarh 160017
RO
Chandigarh Himachal Pradesh
and UT of Contact : 0172-2711947
Chandigarh Fax : 0172-2711717
Email ID : [email protected]

Ground Floor, Supreme Court Metro Station,

Pragati Maidan, New Delhi-110001
RO Uttarakhand, Madhya
Delhi Pradesh, Delhi and Contact : 011-40851426
Rajasthan Fax : 011-40851406
Email ID : [email protected]

Assam, Arunachal Block-V, First Floor, HOUSEFED Complex,

Pradesh,Meghalaya, Beltola-Basistha Road, Dispur, Guwahati –
RO
Guwahati Manipur, Nagaland, 781006
Mizoram, Tripuraand
Sikkim Contact: 0361-2221819
Fax : 0361-2223664
Email ID : [email protected]

6th Floor, East Block, Swarna Jayanthi Complex,

Andhra Pradesh, Beside Matrivanam, Ameerpet Hyderabad-500 038,
RO
Hyderabad Telangana,Orissa, Telangana State
Chhattisgarh,
Andaman and Contact : 040-23739269
Nicobar Fax : 040-23736662
Email ID : [email protected]

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 Unique Identification Authority of India
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
Contact - 0522-2304978-9
Email ID : [email protected]

Gujarat, 7th Floor, MTNL Exchange, GD Somani Marg,

Maharashtra, Goa, Cuff Parade, Colaba, Mumbai - 400 005
RO Dadar & Nagar
Mumbai Haveli, Daman & Contact : 022-22163492
Diu Email ID : [email protected]

1st Floor, JIADA Central Office Building,

Namkum Industrial Area, Near STPI Lowadih,
RO Bihar, Jharkhand
Ranchi Ranchi - 834 010
and West Bengal
Contact. : 9031002292, 9031002298
Email ID : [email protected]
Ground Floor, Telephone Bhawan, 34,
BBD Bag (South), Dalhousie, Kolkata.
State Office, Kolkata Pin:700001
(West Bengal) RO Ranchi
Contact : 033-22101060
Email ID : [email protected]

Ground Floor, BSNL Bhawan,

Near Paryawas Bhawan,
State Office, Bhopal
Arera Hills, Bhopal- 462026,
(Madhya Pradesh) RO Delhi
Madhya Pradesh

3rd Floor, OCAC Tower,

Acharya Vihar, RRL Post Office,
Bhubaneswar, Khordha,
State Office, Bhubaneswar Odisha, PIN: 751013
(Odisha) RO Hyderabad
Contact: 0674-2914217
Email ID : [email protected]

4th Floor, Telephone Bhawan,

23, Chimanlal Girdharlal Rd,
State office, Sardar Patel Nagar, Ellisbridge,
RO Mumbai
Ahmedabad (Gujarat) Ahmedabad, Gujarat 382435

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 Unique Identification Authority of India
Government of India

Contact : 079-29911701
Email ID : [email protected]

Door Sanchar Bhavan

PMG Junction
Pattom Village
State Office, Thiruvananthapuram
Thiruvananthpuram RO Bengaluru Kerala 695 033.
(Kerela)
Contact : 0471 - 2990710
Email : [email protected]
4th Floor, Lalit Bhawan Bailey Road,
Jawaharlal Nehru Marg, Patna, Bihar-800001
UIDAI Camp office,
RO Ranchi Contact : 0612-2545678
Patna (Bihar)
Email : [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

January 2024 or before if need arises.

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