**Executive Summary**
This document is a response to an unstarred question in the Lok Sabha regarding the channels available for reporting Aadhaar-related complaints. The Minister of State for Electronics and Information Technology provides details on the various channels offered by the Unique Identification Authority of India (UIDAI) for grievance redressal. The question was to be answered on December 3, 2025.
**Key Points / Main Content**
* **Grievance Channels Offered by UIDAI:**
* Toll-free helpline (1947)
* Email (help@uidai.gov.in)
* Aadhaar Mitra Chatbot (https://uidai.gov.in)
* Letter/Post to UIDAI HQs or ROs
* Web Portal (https://www.uidai.gov.in & https://myaadhaar.uidai.gov.in/)
* Walk-in at Regional Offices
* Social Media (Twitter, Facebook, YouTube, Instagram)
* CPGRAMS (Centralized Public Grievance Redress and Monitoring System)
* **Toll-Free Helpline (1947) Details:**
* UIDAI Contact Center consists of a self-service IVRS and Contact Center Executive assistance.
* Supports 12 languages.
* IVRS is available 24/7/365.
* Contact Center Executive assistance available all days except 3 National Holidays.
* **Aadhaar Mitra Chatbot Details:**
* AI/ML based chatbot trained to respond to individual's grievances.
* Additional features like locate Aadhaar Center, Check Aadhaar enrolment/ update status, Check PVC Card Order status, Grievance and Feedback, Check Grievance / Feedback Status, Locate Enrolment Center, Book an Appointment and Video Frame Integration
* **Customer Service Executives:**
* Approximately 500 Customer Service Executives handle redressal of grievances via the Toll-Free Number (1947) and email channels.
**Impact Analysis**
**Stakeholder: Citizens/Residents**
* **Impact:** Citizens have multiple channels available to report Aadhaar-related grievances and seek assistance.
* **Action Required:** Citizens need to utilize the appropriate channel based on their preference and the nature of their grievance.
**Stakeholder: UIDAI**
* **Impact:** UIDAI is responsible for maintaining and managing the various grievance redressal channels and responding to citizen complaints.
* **Action Required:** UIDAI must ensure that the channels are accessible, responsive, and effective in resolving citizen grievances.
**Stakeholder: Customer Service Executives**
* **Impact:** Customer service executives are responsible for addressing customer grievances via the toll-free number and email channels.
* **Action Required:** Customer service executives must efficiently and effectively address grievances received.
Key Entities Referenced
Aadhaar: India's biometric identity system used for identification and authentication, and the subject of this policy related to complaint mechanisms.
Unique Identification Authority of India (UIDAI): The authority responsible for implementing and managing Aadhaar, and providing channels for residents to report grievances.
Ministry of Electronics and Information Technology: The ministry to which the unstarred question pertains.
CPGRAMS(Centralized Public Grievance Redress and Monitoring System): An online platform for citizens to lodge their grievances, including those related to Aadhaar.
GOVERNMENT OF INDIA
MINISTRY OF ELECTRONICS AND INFORMATION TECHNOLOGY
LOK SABHA
UNSTARRED QUESTION NO. 512
TO BE ANSWERED ON: 03.12.2025
COMPLAINTS REGARDING AADHAAR
512. SHRI ARUP CHAKRABORTY:
Will the Minister of ELECTRONICS AND INFORMATION TECHNOLOGY be pleased to state:
(a) the details of the channels for reporting complaints on any aspect of Aadhaar including queries
about Aadhaar registration, Aadhaar generation, fraudulent Aadhaar authentication mails,
biometrics not working, updation of details, incorrect details captured, overcharging by enrollment
agencies/registrars, etc.
(b) the monthly details of number of complaints received, closed and pending via each channel
during the last year;
(c) the number of customer service executives occupied full time for the same; and
(d) the details of escalation channels when regular channels are unreachable or slow or unable to
solve reported issues?
ANSWER
MINISTER OF STATE FOR ELECTRONICS AND INFORMATION TECHNOLOGY
(SHRI JITIN PRASADA)
(a) to (d): Aadhaar is the world's largest biometric identity system with more than 134 crore
registrations so far. It has completed more than 16,000 crore authentication transactions.
Unique Identification Authority of India (UIDAI) provides various channels for the residents to
report their grievances related to Aadhaar enrolment, updates and other services. Such channels
include:
i. Toll-free helpline (1947)
ii. Email
iii. Aadhaar Mitra Chatbot
iv. Letter/Post
v. Web Portal
vi. Walk-in at Regional Offices
vii. Social Media
viii. CPGRAMS(Centralized Public Grievance Redress and Monitoring System)
The details of above channels are given in Annexure-A.Approximately 500 Customer Service Executives, handle redressal of grievances received via the
Toll-Free Number (1947) and email channels.
Annexure - A
Grievances Redressal Mechanism
The detailed information about various available channels is as below:
SL. No. Channel Description
UIDAI Contact Center consists of a self-service IVRS (Interactive
1. Toll Free Number - Voice Response system) and Contact Center Executive based
1947 assistance provided through Toll Free Number- 1947. It provides
support in 12 languages (Hindi, English, Telugu, Tamil, Kannada,
Malayalam, Assamese, Bengali, Gujarati, Marathi, Punjabi, Odia).
IVRS services are available in self service mode on 24X7X365
basis and such services include enrolment or update status, know
Aadhaar number using Enrolment ID, check complaint status by
entering their Service Request Number, verify Aadhaar number,
check status of PVC Aadhaar card, locate Enrollment Center and
book appointment for visiting Aadhaar Seva Kendra.
Contact Center Executive based assistance is available all days
except 03 National Holidays.
An AI/ML based chatbot is trained to respond to the Individual’s
2. Chatbot (Aadhaar grievance. Chatbot also has additional features like locate Aadhaar
Mitra) – Center, Check Aadhaar enrolment/ update status, Check PVC Card
https://uidai.gov.in Order status, Grievance and Feedback, Check Grievance /
Feedback Status, Locate Enrolment Center, Book an Appointment
and Video Frame Integration.
Individual can lodge their grievance and check the status on
3. Through web portal UIDAI’s website (https://www.uidai.gov.in &
https://myaadhaar.uidai.gov.in/).
Individuals can send email to help@uidai.gov.in for any grievance
4. Through Email related with Aadhaar services.
help@uidai.gov.inIndividual can walk in to the respective Regional Offices in their
5. Walk-In at Regional State for submission their grievances related to Aadhaar.
Offices
Grievances may be lodged in UIDAI HQs or ROs through
6. Letter/ Post post/hardcopy.
Grievances may be lodged through multiple social media platforms
7. Social Media like Twitter, Facebook, You tube, Instagram etc. Individual can
upload a post related to their concern/grievance tagging the UIDAI
or DM(Direct Message) the support page on different social media
streams.
Centralized Public Grievance Redress and Monitoring System
8. Through Public (CPGRAMS) is an online platform available for the citizens 24x7
Grievance Portal to lodge their grievances to the public authorities on any subject,
(CPGRAMS) of the including grievances related to Aadhaar.
Government of India
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