Lok Sabha Question No. 1661 (UNSTARRED), answered on 2022-07-27
Subject: Complaints Regarding Aadhaar Service Kendras
Ministry: ELECTRONICS AND INFORMATION TECHNOLOGY
Asked by: Shivkumar Chanabasappa Udasi, Sudhakar Tukaram Shrangre, Ranjeetsingh Naik Nimbalkar, Sunil Kumar Singh, Arun Sao, Vijay Baghel, Sunil Kumar Soni

## GOVERNMENT OF INDIA MINISTRY OF ELECTRONICS AND INFORMATION TECHNOLOGY

## LOK SABHA

## UNSTARRED QUESTION NO. 1661

TO BE ANSWERED ON 27.07.2022

## COMPLAINTS REGARDING AADHAAR SERVICE KENDRAS

## 1661.   SHRI SHIVAKUMAR C. UDASI:

SHRI SUDHAKAR TUKARAM SHRANGARE:

SHRI RANJEETSINGH HINDURAO NAIK NIMBALKAR:

SHRI SUNIL KUMAR SINGH:

SHRI ARUN SAO:

SHRI VIJAY BAGHEL:

SHRI SUNIL KUMAR SONI:

Will the Minister of ELECTRONICS AND INFORMATION TECHNOLOGY be pleased to state:

- (a)  whether  the  Government  has  received  a  number  of  complaints  regarding  impropriety, charging  fee  for  free  services  or  in  excess  to  prescribed  fee  by  Aadhaar  Service  Kendras (ASKs);
- (b) if so, the details thereof along with the reasons therefor; and
- (c) the fresh steps taken by the Government to streamline the delivery of services at ASKs and also improve the interface between consumers and service providers?

## ANSWER

## MINISTER OF STATE FOR   ELECTRONICS AND INFORMATION TECHNOLOGY (SHRI RAJEEV CHANDRASEKHAR)

- (a): Yes Sir.
- (b):  During  the  year  2021-22,  UIDAI  has  processed  approximately  20  Crore  Aadhaar enrolment/  update  transactions.  During  this  period,  UIDAI  has  received  around  15,000 grievances regarding impropriety, charging fee for free services or in excess to prescribed fee etc. After conducting inquiry, action has been taken on 880 operators.

Daily more than 6 lakh enrolments/ updates are carried out by the residents across the country through various UIDAI Registrars like State Govt. Departments, India Post, Banks, BSNL, CSC etc. In view of such huge number of daily transactions, despite the best efforts of the Registrars, the complaints/ grievances are also being received.

- (c): In  order  to  streamline  the  delivery  of  services  at  ASKs  and  to  improve  the  interface between  consumers  and  service  providers,  UIDAI  has  strengthened  following  Standard Operating Procedures (SOPs):

(i)  Guidelines to prevent and deal with fraudulent enrolments / updates done by Operators, (ii)  Out  Bound Dialing (OBD) survey by calling other residents, who have availed service from that Aadhaar Service Kendras (ASK) to ascertain the veracity of complaints and    (iii) Periodic  and  regular  inspection  of  ASKs  by  the  Registrars  as  well  as  Regional  offices  of

UIDAI. Further, UIDAI provides regular training through its Registrars and Regional Offices to the Aadhaar  Operators  on  behavioral  aspects  and  proper  process  to  be  followed  during enrolment. UIDAI is expanding its  reach  to  add  new  Registrars  and  open  additional  Aadhaar  Service Kendras. At present more than 57,000 Aadhaar Kendras are functional throughout India. In addition, during 2021, UIDAI has on boarded India Post Payments Bank (IPPB) as Registrar and they are offering Child Aadhaar Enrolment (0-5 age group) and mobile number update services  through  its  mobile/  tablet  based  Child  Enrolment  Lite  Client  (CELC).    At  present approximately  34,500  Tablet/  Mobile  based  CELC  Kit  are  functioning  under  various

Registrars.

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