Get Aadhaar related help via this Twitter account

The Unique Identification Authority of India (UIDAI) recently launched an official Twitter handle where individuals who have questions can tweet their queries.

What the Twitter handle can be used for
Individuals can tweet to @Aadhaar_care if they have any questions regarding Aadhaar related services, to share feedback on the services taken from the Aadhaar centre or share suggestions on improving Aadhaar related services. This is how the Twitter handle is described in its bio: This is an official help centre profile for Aadhaar managed by the Unique Identification Authority of India.

https://twitter.com/Aadhaar_Care

The move to resolve individual complaints via social media is UIDAI's latest initiative to reach out to people. This method is in addition to the options individuals have of calling the UIDAI's call centre at 1947 or sending an email at help@UIDAI.gov.in.

Other customer service Twitter handles
UIDAI joins a long list of organisations that have turned to social media to reach out to users for resolution of grievances. Financial institutions like banks, fund houses and insurers have Twitter handles where customers can get their queries answered. It is not just financial institutions, organisations in various sectors use social media as a medium to respond to customer queries.

The income tax department, too, has started resolving complaints of taxpayers via Twitter. Through the online form shared by the income tax department on its Twitter handle, taxpayers can raise a complaint regarding not receiving income tax refund, processing of income tax returns (ITR) and so on.

How the Aadhaar Help Centre works
Now, UIDAI's customer service Twitter handle does not work in a similar manner - it does not have a form that a user can fill. If your query cannot be answered as a reply, it appears that the complaints raised are resolved via a private message.

This is different from the way complaints are resolved by the income tax department using social media. The tax department asks taxpayers to fill out a form while also providing certain details such as name, PAN, mobile number, email ID etc. Once the form has been successfully submitted by the taxpayer, the tax department calls the concerned individual to further understand the query to resolve it.