Aadhar- Stereotypic Customer Care of UIDAI
The customer care departments of any company, Government Departments should be the mirror of the respective companies/departments etc. It gets reflected from the way it handles the querries from the public.
Recently I had a chance to interact with the customer care of Aadhar UIDAI (Unique Identification Authority of India) with an objective to get mobile number registered with Aadhar card. Usually such facility need to be available to the public for online submission. However, the same is not available despite claiming as IT enabled. A message was sent to UIDAI by an email on 31st July 2017, the content of which are reproduced:
"The orginal mobile number registered with my Aadhaar has been surrendered and therefor new mobile number is to be registered. Can you please let me have the procedure to be followed specially if any online system available. As mentioned the earlier number is not working now and OTP delivery is not possible. I request for an easy process to get updation of mobile number.
I am based in New Delhi in Indraprastha Estate"
Customer Care Department of UIDAI responded on 9th August 2017 with:
"Thank you for bringing this matter to our notice.
Your case (20170808017248) has been registered with us. Please find below our response against your query:
Query 1(Subcase Id :2017080801724801)
Jai Hind
Aadhaar Sampark Kendra
UNIQUE IDENTIFICATION AUTHORITY OF INDIA (UIDAI) "
You can certainly make changes to Name, Address, Gender, Date of Birth, Mobile Number and Email ID
you had provided during Aadhaar enrolment. You can get information updated in following three ways:
1. Online mode through our website (http://resident.uidai.net.in/
2. By visiting any Aadhaar Kendra (Permanent Enrolment Centre)
3. Send request by Post on the below address by enclosing self attested copies of relevant UIDAI listed
proof of Identity, proof of address and proof of date of Birth documents:
a) UIDAI Post Box No. 99, Banjara Hills, Hyderabad - 500034, India.
Note: Mobile Number Update is NOT allowed for requests sent via Post.
For further details please visit UIDAI resident portal at http://resident.uidai.net.in
We appreciate your patience and thank you for contacting us. you had provided during Aadhaar enrolment. You can get information updated in following three ways:
1. Online mode through our website (http://resident.uidai.net.in/
2. By visiting any Aadhaar Kendra (Permanent Enrolment Centre)
3. Send request by Post on the below address by enclosing self attested copies of relevant UIDAI listed
proof of Identity, proof of address and proof of date of Birth documents:
a) UIDAI Post Box No. 99, Banjara Hills, Hyderabad - 500034, India.
Note: Mobile Number Update is NOT allowed for requests sent via Post.
For further details please visit UIDAI resident portal at http://resident.uidai.net.in
Jai Hind
Aadhaar Sampark Kendra
UNIQUE IDENTIFICATION AUTHORITY OF INDIA (UIDAI) "
It seems the Customer Care did not read the query properly as the response was not matching with the query
raised.Therefore the mail as received from UIDAAI was responded immediately on 9th August 2017 with:
raised.Therefore the mail as received from UIDAAI was responded immediately on 9th August 2017 with:
"Thank you for your response on the stated query. However, it seems the query is not properly understood.
I have visited your site. As stated earlier, for change in the mobile number, the application issues an OTP
which gets delivered to the already registered mobile. When the same number is not in possession then in
that case how can we proceed further. The change in mobile number is necessitated only when the old
number stands surrendered. In case there is any other provision of getting OTP either through email or
through any other mode other than the same number, then it would have been possible to change the
number."
I have visited your site. As stated earlier, for change in the mobile number, the application issues an OTP
which gets delivered to the already registered mobile. When the same number is not in possession then in
that case how can we proceed further. The change in mobile number is necessitated only when the old
number stands surrendered. In case there is any other provision of getting OTP either through email or
through any other mode other than the same number, then it would have been possible to change the
number."
Surprisingly the response received from the Customer Care was not less shocking. It responded on 18th August
2017 as:
2017 as:
"Thank you for bringing this matter to our notice.
Your case (20170818001848) has been registered with us. Please find below our response against your query:
Query 1(Subcase Id :2017081800184801)
Jai Hind
Aadhaar Sampark Kendra
UNIQUE IDENTIFICATION AUTHORITY OF INDIA (UIDAI) "
You can certainly make changes to Name, Address, Gender, Date of Birth, Mobile Number and Email ID
you had provided during Aadhaar enrolment. You can get information updated in following three ways:
1. Online mode through our website (http://resident.uidai.net.in/
2. By visiting any Aadhaar Kendra (Permanent Enrolment Centre)
3. Send request by Post on the below address by enclosing self attested copies of relevant UIDAI listed
proof of Identity, proof of address and proof of date of Birth documents:
a) UIDAI Post Box No. 99, Banjara Hills, Hyderabad - 500034, India.
Note: Mobile Number Update is NOT allowed for requests sent via Post.
For further details please visit UIDAI resident portal at http://resident.uidai.net.in
We appreciate your patience and thank you for contacting us. you had provided during Aadhaar enrolment. You can get information updated in following three ways:
1. Online mode through our website (http://resident.uidai.net.in/
2. By visiting any Aadhaar Kendra (Permanent Enrolment Centre)
3. Send request by Post on the below address by enclosing self attested copies of relevant UIDAI listed
proof of Identity, proof of address and proof of date of Birth documents:
a) UIDAI Post Box No. 99, Banjara Hills, Hyderabad - 500034, India.
Note: Mobile Number Update is NOT allowed for requests sent via Post.
For further details please visit UIDAI resident portal at http://resident.uidai.net.in
Jai Hind
Aadhaar Sampark Kendra
UNIQUE IDENTIFICATION AUTHORITY OF INDIA (UIDAI) "
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