NIRA launches app to track complaints over national ID services

The National Identification and Registration Authority (NIRA) has launched a mobile application to enable Ugandans to report complaints and track grievances arising from delays, errors and poor service in the processing of national identity documents.

The application is designed to provide citizens with a direct channel to report service-related challenges, identify the centres where incidents occur and submit information to facilitate investigations and follow-up.

NIRA executive director Rosemary Kisembo said the platform would enable the authority to receive complaints promptly and respond in real time, as part of efforts to improve accountability and service delivery.

She said users would be able to submit complaints through the application, indicating the service centre involved and providing details of the incident, including photographs of staff members implicated in alleged misconduct.

Kisembo, however, said NIRA would verify complaints against its original registration records before determining responsibility for errors and whether applicants should pay fees for corrections.

She emphasised that the verification process was necessary to establish whether an error originated from the authority or from information initially provided by the applicant.

The application is expected to strengthen NIRA's complaints-handling mechanism by enabling the authority to identify recurring service delivery challenges and take corrective action.

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NIRA launches app to track complaints over national ID services

The National Identification and Registration Authority (NIRA) has launched a mobile application to enable Ugandans to report complaints and track grievances arising from delays, errors and poor service in the processing of national identity documents.

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