CRM Division

Individuals can reach UIDAI through multiple channels viz. Phone, Email, Chat, Letter/Post, Web Portal, Walk in and Social Media for their grievance redressal. The detailed information about available channels are as below: Phone Call (Toll Free Number) - Individuals can contact UIDAI Toll Free Number (1947) for concerns related to Aadhaar. UIDAI contact center consists of a self service IVRS (Interactive Voice Response system) and Contact Center Executive based assistance. Individual can choose any of below mentioned language for communication as per their ease. 1. Hindi 5. Kannada 9. Gujarati 2. English 6. Malayalam 10. Marathi 3. Telugu 7. Assamese 11. Punjabi 4. Tamil 8. Bengali 12. Odia Timings: a) Availing of self service through IVRS : Services through IVRS can be availed in self service mode on 24X7 basis. b) Contact Center Executive assistance: This service can be availed from Monday - Saturday: 7 AM to 11 PM, Sunday: 8 AM to 5 PM. General Queries are resolved by Contact Center Executive through UIDAI approved Standard Responses and complaints are assigned to concerned Divisions/Regional Offices of UIDAI on real time basis. These complaints are examined internally at concerned Division/Regional Offices of UIDAI for effective resolution and communication thereafter to the individual. Chatbot (Udai) – Individuals can raise their concern related to Aadhaar through UIDAI chatbot service "Udai" which is available on UIDAI’s Official website This chatbot is trained to respond to the queries and aimed at improving the individual's experience. UIDAI Web Portal – Individuals can lodge and check the status of their grievance on UIDAI website under Grievance and Feedback & Check Grievance / Feedback Status respectively. Email – Individuals can send email to help@uidai.gov.in for any queries and complaint related to Aadhaar. Walk-In at Regional Offices: Individuals can directly walk in to the respective regional offices according to their state for the resolution of their queries or submission of complaints related to Aadhaar. Post/Letter: Individuals can lodge their grievances in UIDAI HO or Regional offices through post or submit application by hand. The concerned Regional Office/ division will take necessary steps to resolve the grievance. Social Media: Grievances may be lodged through multiple social media platforms like Twitter, Facebook, You tube, Instagram etc. Individual can upload a post related to their concern/grievance tagging the UIDAI or DM the support page on different social media streams. Public Grievance Portal (CPGRAMS) of the Government of India: Grievances can be lodged at UIDAI through Centralized Public Grievance Redress and Monitoring System (CPGRAMS).This is an online platform available for the citizens 24x7.

Aadhaar Chatbot is well trained to answer queries/concerns related to Aadhaar. Individual can simply type his query in Chatbot and get the desired answers immediately. Currently Aadhaar Chatbot is available in Hindi and English language. Aadhaar Chatbot also contains related videos and is regularly trained with latest and updated information.

Yes, Aadhaar Chatbot helps the individual to locate a nearby Aadhaar Enrolment Center by entering PIN Code.

Presently, Aadhaar Chatbot supports English and Hindi language. The language icon enables the individual to change the language anytime and get the response in the desired language.

The dynamic buttons appear for the most frequently asked queries in Chatbot. This will help the individuals to get quick response. The questions in the dynamic buttons keep on changing according to the frequency of the questions asked.

Feedback against chatbot response can be shared by selecting 'Thumbs Up/Down' icon mentioned below every chat response against the query raised. Also, to share feedback on overall experience, at the end of the session, while closing the window individual can provide a star rating (on a scale of 1 to 5).

Yes, Aadhaar Chatbot can provide the Enrolment/Update status by entering EID/URN/SRN.

Yes, individuals can raise a grievance using Udai Chatbot