GOVERNMENT OF INDIA
MINISTRY OF ELECTRONICS AND INFORMATION TECHNOLOGY
UNSTARRED QUESTION NO. 885
TO BE ANSWERED ON 09.02.2018
APPELLATE MECHANISM AGAINST UNSATISFACTORY RESPONSE BY AADHAAR CENTRES
Will the Minister of ELECTRONICS AND INFORAMTION TECHNOLOGY be pleased to state:
(a) Whether the Grievance Redressal Mechanism as mentioned in the Aadhaar (Enrolment and Update) Regulations provide for an appellate mechanism to allow residents to appeal against an unsatisfactory response provided by the contact centre; and
(b) If so, the procedures and processes pertaining to this appellate mechanism, if not, the reasons thereof?
MINISTER OF ELECTRONICS AND INFORMATION TECHNOLOGY
(SHRI RAVI SHANKAR PRASAD)
(a) to (b): Regulation no. 32 (Setting up of a contact centre for grievance redressal) of Aadhaar (Enrolment and Update) Regulations, 2016, does not provide for Appellate Mechanism.
The contact centers run by Unique Identification Authority of India (UIDAI) caters to queries/grievances received from residents through phone, e-mails and website. The queries/grievances are resolved by the agents based on the information available in CRM (Customer Relation Management) Database at that point of time. In case, resident is not satisfied with replies provided by agent, he/she may ask to speak to the supervisor of the Contact Centre.
In case, there is no information available in the database, the queries/grievances are forwarded to Regional Office Technology Centre, Authentication Division, etc. (functional division concerned) for providing resolution to resident directly through CRM system.
Additionally, UIDAI also maintains and run an escalated grievance handling system operated and closely monitored by UIDAI Headquarters wherein e-mails addressed to UIDAI officials or escalated grievances are addressed.
Residents often approach UIDAI through other grievance redressal mechanism like, Public grievance portal, RTI, etc., in case they need more information or are not satisfied with replies provided by Aadhaar centre.