UIDAI's Grievance Handling System must be realistic

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Aadhaar is a reality for Indian residents. After most of the residents are enrolled, they will use it for completing various transactions by use of biometrics and/or OTP using systems and IT infrastructure of UIDAI. At present, UIDAI's Grievance Handling System needs an Enrollment number (EID) and/or Update Request number (URN) to register a complaint. However, in case of an already enrolled resident who is just trying to use his/her stored record from UIDAI database to complete an authentication transaction EID/URN are not available. So, UIDAI help desk just expresses inability to log a complaint.

UIDAI recommends residents enabling lock on their biometrics to avoid a potential misuse. My wife enabled a lock on her biometrics. But, she wanted to unlock the biometrics to verify her identity to get a mobile connection, the UIDAI systems showed inability to do so for 3 days consecutively throwing an error message "Your request cannot be processed now due to some technical issue. Please try again later.". 

After trying and being unsuccessful some 20 times in a period of 3 days, she emailed to UIDAI help desk to seek a resolution. But, UIDAI help desk expressed inability to log an issue without EID/URN.

UIDAI must realize that problems might arise in manners that it has not been able to envisage. So, it should be prepared to register all complaints and ask for only those pieces of information that the resident can furnish. Not registering a complaint when problems are there, adds only to the frustration of the complainant.

 



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