1 HELPDESK FAQs CSC E-Governance Services India Limited 2 I N D E X Sl No. Contents Chapter Starts at Page Chapter Page(s) 1 Frequently Asked Questions (FAQs) - Introduction 4 4 - 5 2 FAQs on CSC 2.0 6 6 - 12 3 Central G2C Services 14 3A Passport Services 15 - 18 3B PAN Application Services 19 - 22 3C Pradhan Mantri Awas Yojana 23 - 24 3D Food Safety & Standard Authority of India (FSSAI) 25 - 26 3E Soil Health Card 27 - 30 3F Swachh Bharat Abhiyan 31 - 32 3G Election Commission Services 33 - 34 4 State Government Services 35 4A E - Stamp Service 36 4B E - District Services 37 - 38 4C PDS Card Printing 39 4D Labour Registration 40 5 Aadhaar Services 41 5A Aadhaar Enrollment 42 - 44 5B Child Enrollment 45 6 Digital Literacy Programme 46 6A PMG DISHA 47 - 56 6B CyberGram Yojana 57 - 58 7 Legal Services 59 7A Legal Literacy Project (LLP) 60 - 61 7B E - Legal Service 62 - 63 7C Tele - Law Services 64 - 67 7D Tele - Entrepreneurship Course 68 - 69 8 Other Educational Services 70 8A NIELIT Courses 71 - 72 8B NIOS Courses 73 - 74 8C Basic Computer Course 75 8D Elnglish Learning Course 76 8E Tally Courses 77 - 79 8F IGNOU Courses 80 - 84 8G Sarkari Pariksha 85 - 86 9 Skill Development 87 9A CAD Course 88 - 90 9B Persons with Disability (PwD) Scheme 91 - 92 9C Self Paid Course 93 - 94 9D Cyber Wellness Course 95 - 96 10 Financial Inclusion Services 97 10A BC Points : Bank Mitr Registration 98 - 99 10B BC Points : PIN PAD 100 10C BC Points Transactions 101 - 102 3 Sl No. Contents Chapter Starts at Page Chapter Page(s) 10D DigiPay - Installation of Service Driver 103 - 14 10E DigiPay - Operational Trouble Shooting 105 - 106 10F DigiPay - Technical Trouble Shooting 107 - 109 10G Insurance Services 110 - 112 10H NPS - Pension Service 113 - 120 10 I FasTag 121 - 124 10J HDFC FasTag 125 - 126 10K SBI FasTag 127 - 130 11 Healthcare Services 131 11A Tele - Medicine 132 - 134 11B Health Homeo 135 - 137 11C Jan Aushadhi 138 - 140 11D Diagnostice Service 141 - 142 11E Stree Swabhiman 143 - 144 11F E - Pashu Chikitsa 145 - 146 12 Tours & Travels 147 12A IRCTC Ticketing 148 - 150 12B Air Ticketing 151 13 Utility Bill Payment Services 152 13A Bharat Bill Payment System (BBPS) 153 - 155 13B Electricity & Water Bill Payment 156 14 E - Recharge 157 14A E - Recharge 158 15 ANNEXURES 159 Annexure – A 160 - 161 Annexure – B 162 - 163 Annexure – C 164 - 165 Annexure – D 166 - 167 Annexure – E 168 Annexure – F 169 Annexure – G 170 4 CH-1 : Frequently Asked Questions (FAQs) - Introduction CSC E-Governance Services India Limited (CSC SPV) has established the Central Helpdesk at its Headquarters in New Delhi to address the issues and complaints of Village Level Entrepreneurs (VLEs). CSC 2.0 envisages setting up of a Local level Help Desk in each State for providing Handholding of the VLEs. As per the project outlay, the Local Helpdesk at State level may be set up with a maximum of 4 (four) Helpdesk Executives. As per this mandate of CSC 2.0 Project, CSC E-Governance Services India Limited is in the process of establishing local level Helpdesk in every State and so far it has established Local Level Helpdesk in 20 States, which are manned by 63 Helpdesk Executives. Village Level Entrepreneurs (VLEs) can contact the Central Helpdesk over the Toll free Helpdesk No. 180030003468. The working hours of Central Helpdesk : 10 am - 1pm & 2pm – 6 pm. The VLEs can register their complaints at helpdesk.csc.gov.in. VLEs may contact the State level local helpdesk on State specific number. As the system requires and the essentiality of Helpdesk underlines, the following system is put in place for resolution of calls raised by the VLEs – VLE can call Helpdesk Toll Free number to register their complaint. VLE can call Toll Free No. for any query. Executive can resolve his issue on call or can raise ticket on behalf of VLE. VLE can raise call ticket through CSC National Portal i.e. Digital Seva Portal. On the basis of calls on toll free number, the Helpdesk Executive also can raise call ticket on CSC National Portal on behalf of the VLE. Helpdesk Executive to provide resolution to the VLEs on the basis of fact files. Some time executive resolve issues then and there or will resolve issues after taking correct reply from the concerned department such as Tech team or recon etc. Assignments of tickets to Verticles for resolution. This feature is not available, but executive can transfer tickets to concerned department if raised in incorrect department. Only admin or Vertical head can assign tickets to particular person. Closing of Calls – Call can be closed by the executive but ticket can be replied & closed by the concerned department only. 5 Fact Files/FAQs play an important role in the call resolution process. The Helpdesk Executive can provide resolution to a good section of calls from the Fact Files or FAQs. They contain the past resolution mode as well as answers to the commonly asked questions in some context, and pertaining to a particular topic. As the local level Helpdesk at the State level is being established at every State Headquarters, avenues of registering calls and grievances are expanding, resulting in increased number of calls and call tickets. Therefore, there is an essentiality of enhancing the skills of the Helpdesk Executives for efficient resolution of the call tickets to the maximum satisfaction of the VLEs. One way of enhancing the skills of the Helpdesk Executive is to provide them a useful exhaustive list of FAQs pertaining to all the services that are offered to the citizens through the CSCs on Digital Seva Portal. Keeping this objective in view, this compendium of Frequently Asked Questions (FAQs) regarding various services is prepared, which we believe, would come very useful to the Helpdesk Executives. The Service/Field-wise FAQs are detailed in the following Sections. 6 CH-2 : FAQs for CSC 2.0 Q1. What is CSC 2.0 ? CSC 2.0 is an extension of the original CSC Scheme. The CSC 2.0 is approved in August 2015. The Project aims to establish self sustaining network of 2.5 lakh CSC centres at Gram Panchayat (GP) level under Digital India - Pillar 3-Public Internet Access Programme – National Rural Internet Mission and deliver various citizen centric services. The model of CSC 2.0 is envisaged as transaction based and service delivery based model, delivering a large bouquet of e-services through a single delivery technological platform, which would increase the sustainability of the CSCs across the country. This new Project would also include strengthening and integrating the existing one lakh CSCs already operational under the initial CSC Scheme. Q2. What are the eligibility criteria to become a VLE ? The Applicant should be a local resident Age of the Applicant should be minimum 18 years The Applicant should preferably have passed the 10 th level examination from a recognized Board The Applicant should be fluent in reading and writing the local dialect and should also have basic level knowledge of English language Prior knowledge in basic computer skills would be an advantage The Applicant should be motivated enough to be prime driver of social change and disperse his/her duties with utmost dedication The Applicant should be financially capable of investing for infrastructure requirement of CSC. Q3. How to register for CSC ID ? To register for CSC ID, the Applicant should follow the following steps : a) Visit the URL http://register.csc.gov.in. b) Click on “Apply” button displaying on the homepage. c) Enter you Aadhaar number, name, select the authentication type and further add the Captcha Text. Click on “Submit” button”. d) After authentication, please fill the details under the tabs, Personal, Residential, Kiosk, Banking, Document and Infrastructure. Read all the terms and conditions given on the “Certifications” tab. e) Review your details and click on “Submit” button to register yourself and an application ID will be generated. 7 f) You will receive an acknowledgement email regarding successful completion of your application on your email address provided during the registration process. Q4. What are the documents/proofs required at the time of registration for CSC ID ? The following documents are required to be uploaded at the time of registration – Photograph of Applicant Copy of highest educational certificate of the Applicant Proof of Identity of the Applicant Proof of Address of the Applicant One leaf of cancelled cheque Copy of PAN Card Copy of Aadhaar Number Photographs of CSC (inside and outside) Q5. What is an Application number ? a) The application number is a unique number that is generated after successful registration. You can track your application status by this unique number. Q6. How can I check the status of my application after completing the registration ? a) Visit the URL http://register.csc.gov.in. b) Click on “Applications” menu and select “Application Status” option. c) Enter your application id and Captcha Text. Click on “Submit” button. You will get the update on status of your application. Q7. How I will get the DigiMail credentials ? a) After successful creation of your CSC id a web link will be sent to your registered email ID with “DigiMail” login credentials. b) Click on the link and you will be directed to “DigiMail “Portal. Q8. How I should get the credentials for Login into “Digital Seva Portal ? a) The same will be sent to VLE’s DigiMail with Wallet Pin. Q9. When would I be able to provide CSC services after acceptance of my application? a) Once the Application is accepted and quality check is done, a web link will be sent to your registered email ID with “DigiMail” login credentials. In Digimail, VLE will get the CSC ID and Password alongwith e-Wallet PIN. b) The VLE is required to top up the e-wallet with a minimum amount of Rs 1,000/-. The credentials of e-Wallet are provided alongwith the credentials of Digimail. 8 c) Once the E-Wallet is activated with minimum top up amount, the VLE can start making transactions on Digital Seva Portal. d) There are certain services for which the VLE is required to register separately such as DigiPay (banking services through Aadhaar Enabled Payment System), IRCTC ticketing. e) There are certain services for which the VLE is required to clear the Test such as Insurance Product Sales. To sell insurance products, VLE has to clear RAP (Rural Authorised Person) Test and get the licence from IRDA. However, any VLE can collect renewal insurance premium. f) A VLE cannot make banking transactions as BCA unless bank allots KO code in favour of the CSC. g) Each registered entrepreneur has to pass the Tele-Entrepreneurs Course available on CSC Academy Portal. Q10. How can I provide the services available on “Digital Seva Portal” ? a) Visit the URL https://digitalseva.csc.gov.in b) Click on “Login” menu and give your user name and password which were sent to your “DigiMail” account. c) You will find following menu : 1. DASHBOARD : All the new announcements with new services are displayed in the Dashboard menu. 2. SERVICES : All the services available on Digital Seva Portal is shown in the “ Services ” Menu. You can click on a particular service to get the transaction done. 3. WALLET : Summary, Add Money, Balance Transfer, Revoke Balance and Recharge History are available in Wallet Menu. 4. PASSBOOK : Wallet Ledger, Refund, Cash Back, Operator Ledger, Fund Transfer and Fund Revoke are available in Passbook menu. 5. ORDERS: Order History is available in order Menu. 6. ACCOUNT : VLEs profile is available in account menu where he can update his profile including Bank account details. 7. SUPORT: VLE can create a ticket for getting support/queries/assistance for his transactions. VLE can also see the status of his open/pending tickets. Q11. How can I add money/ recharge/ Top up my Wallet ? a) After Login into the https://digitalseva.csc.gov.in b) You can add money to your wallet by various modes like: Digipay, Payment Gateway and NEFT. 9 Q12. How to reset DigiMail password ? a) Visit the URL https://register.csc.gov.in/myaccount. b) In “My account” section you can create a request to reset the same. Q13. How Can I change my “Digital Seva Password ? After Login into the https://digitalseva.csc.gov.in in account section, VLE may kindly use the following steps : (i) Enter your old password. (ii) Enter the new password. (iii) Confirm the new password. (iv) Click on Update button to change your password. Note : Characteristics of strong password 1. Should contain at least three of the five following character classes 2. Lower case characters 3. Upper case characters 4. Numbers 5. Punctuation 6. Special characters (e.g. @#$%^&*()_+|~-=\`{}[]:";`<>/ etc) except ( $ > < ` " ). 7. Contain at least 8 alphanumeric mixed with special characters and should not exceed 15 characters. Q14. How Can I change my “Wallet PIN ? (i) Enter your current Wallet Pin (ii) Enter the new wallet pin. (iii) Confirm the wallet pin (iv) Click on Submit button to change the Wallet Pin. Wallet Pin Criteria : (i) It is a 6 digit numeric only. (ii) Must be non sequential e.g. 123456 is NOT allowed, must be random e.g. 730287 (iii) Same numbers cannot be repeated consecutively e.g. 111111, 222222, 333333 (iv) Pin must be changed at least once in 30 Days. (v) Pin should never be written down or stored on-line without encryption. (vi) Do not reveal your PIN in email, chat, or any other electronic communication. Q15. When a CSC ID can be deactivated/blocked/deleted from the system ? A CSC ID can be blocked/deactivated/deleted in the following cases – E-Wallet not created by the VLE within 3 months of ID creation No transactions made by the VLE within 3 months of creation of E-Wallet VLE overcharged the citizens for providing any e-Governance Services VLE used the CSC ID for any fraudulent activity. Not passed the Tele-Entrepreneurship Course. 10 Q16. What is the procedure for closing or surrendering of a CSC ID ? (a) The VLE may send a mail to the Head of Operations, CSC 2.0 informing that he/she is surrendering his/her CSC ID and requesting him to close his/her ID. (b) The VLE should give specific reason for surrender. (c) The request will be sent to the State Head for State Team’s comments. (d) On receipt of necessary comments from the State Team, appropriate decision is taken. Q17. What is the procedure of getting Wallet balance refunded after closing CSC ID ? After the CSC ID is closed, e-Wallet balance available at the time of closing of CSC ID would be transferred to the bank account which was registered with CSC SPV at the time of registration for CSC ID. Q18. Which is the implementing agency for CSC 2.0 ? CSC e-Governance Services India Ltd (CSC SPV) is the overall implementing Agency of CSC 2.0 as appointed by the Department of Electronics & Information Technology (DeitY) currently known as the Ministry of Electronics & Information Technology(MeitY). Q19. What is the Project Duration ? 4 Years, starting from December, 2015. Q20. How many CSC will by established in India ? At least one CSC in each Gram Panchayat across the Country. Q21. What are the infrastructure requirement for setting up of a CSC ? 100 – 150 sq ft Space 3 – 4 PCs with - licensed Windows 7 or XP-SP2 or above Operating System, at least 500 GB Hard Disc drive, at least 4 GB RAM, Cd/DVD drive Minimum 1 Printer (Deskjet/Laser) and Scanner Digital / Web Camera Genset/Inverter/Solar Panel for Power Back-up Broadband Connectivity/Wireless Data Card Furniture Skilled Rural Entrepreneur Biometric/IRIS Authentication scanner for banking/Aadhaar services Q22. What is the procedure of selection of VLEs ? The interested entrepreneurs may apply online for registration of CSC. If all the parameters are satisfied, CSC ID will be created in favour of the applicant. Besides, selection of VLEs and CSC location may also be undertaken by the State/UT Administration and DeGS, supported by CSC SPV suitably. In this case also, the selected persons are to apply on-line for obtaining CSC ID and Password 11 Q23. What will be the location of CSC ? CSCs may be located within the Gram Panchayat Office complex or Point of termination (PoT) for the National Optic Fibre Network (NOFN) or other appropriate public building in Rural/ Urban/ Semi Urban areas. In case, it is not possible to locate the CSC within one of these institutions, the CSC may be set up under the guidance of DeGS near by the Gram Panchayat Office, preferably in a government building or any other place (private/public building) having good footfall and where NOFN horizontal connectivity will be made available. Q24. Is setting up of more than one CSC at a single location allowed ? As per implementation Guidelines of CSC 2.0, CSC would be a transaction and service delivery based ICT based outlet. The sustenance of any CSC will be decided by the market driven force. Therefore, there is no bar in setting up of more than one CSC in any location. Q25. Is setting up of more than one CSC in one Gram Panchayat allowed ? As per implementation Guidelines of CSC 2.0, there should be at least one CSC in each Gram Panchayat. There is no upper limit. Therefore, setting up of more than one CSC in a Gram Panchayat is allowed under CSC 2.0. Q26. Is there any Monetary Support from Government to CSCs ? The CSC 2.0 is a complete entrepreneurship model, with State/UT Administration leading to enablement of the factors that would lead to self sustenance of the CSC outlets. So, there is no monetary support to CSC. Q27. Is there any manpower support from the Government to implement the CSC 2.0 ? Yes, there is provision for manpower support at the State and District level to implement the CSC Project as well as handholding the VLEs. There will be 2 district level resources in each District, while there will be State level resource as per the following scale – 1. States having upto 20 Districts : 1 State level resource per State 2. States having more than 20 Districts, : 2 Resources per State but upto 60 Districts 3. States having more than 60 Districts : 3 State level resources Q28. Is there any provision for Capacity Building of the VLEs under CSC 2.0 ? Yes, there is provision for conducting entrepreneurship development Programme for the VLEs of rural areas at Government’ s cost at least once in the lifetime of the Project. CSC SPV has already prepared Training Contents and Training Module for conducting such Programme. 12 Q29. Is there any provision for Branding of CSCs under CSC 2.0 Project ? Yes, there is provision for fixing Glow Sign Board displaying Common Branding of the CSCs at the Gram Panchayat level at the rate of one CSC in each Gram Panchayat at Government’s cost. Q30. Who are the key stakeholders in CSC 2.0 ? I. National Level Department of Electronics and Information Technology (DeitY) CSC e-Governance Service India Ltd - CSC-SPV National Level Resources (NLR) II. State Level State-UT Administration/ State Nodal Department State Level Resources (SLR) III. District Level District Administration/District e-Governance Society (DeGS) Village Level Entrepreneur Q31. What is the revenue sharing with the VLEs ? CSC 2.0 recommends that revenue sharing with the VLEs is at least 80% of the income from the commission on the transactions and balance 20% shall be apportioned to other stakeholders, leading to sustainability of VLEs. This may, however, vary in specific services keeping in view the requirement of service provider. Helpdesk Executive(s) may kindly contact the below mentioned officials for assistance in case of any difficulty – Sl No. Name Designation Mobile No. E - Mail ID 1. Shri Navin Patwardhan General Manager 9792002905 navin.patwardhan@csc.gov.in 2. Shri Vineet Kapoor Manager 9839131660 vineet.kapoor@csc.gov.in 13 FAQ ON SERVICES OFFERED THROUGH THE CSCs 14 CHAPTER - 3 Central G2C Services 15 CH-3A : Passport Applications General FAQ Q1. What types of passports are issued in India? Following three types of passports are issued in India : 1. Ordinary Passport : An ordinary passport has blue cover, and consists of 36 or 60 pages. It is valid for 10 years from the date of issue and can be renewed for another 10 years. An Indian citizen can use this passport for ordinary vacation or business travel. 2. Diplomatic Passport : Has maroon cover ; Issued to designated members of the national government, judiciary , statutory authorities, diplomats, official public couriers and any other person specifically authorised by the Government. 3. Official Passport: Has grey cover ; Issued to designated Non-gazetted Government servants or any other person specifically authorised by the Government deputed abroad on government business. Q2. What is the definition of minor for issue of passport ? Applicants less than 18 years of age are considered as minor for issuance of passport. Q3. My passport is getting expired shortly. When can I apply for reissue of the passport ? If you are a student, you can get your passport reissued within two years of Expiry of your existing passport (as per the 'Date of Expiry' printed on the passport) by specifying the reason for reissue as 'Validity Expired within 3 Years/Due to Expire'. Other applicants can apply for reissue of passport within one year of expiry of existing passport by specifying the reason for reissue stated above. Q4. Is Identity Certificate mandatory for Government/Public Sector/Statutory body employees? For issuance of a fresh passport, Government/Public Sector/Statutory body employees need to submit either Identity Certificate in original as per Annexure "A" or No Objection Certificate (NOC) as per Annexure "G" or Prior Intimation Letter (PI) as per Annexure "H" as an additional document along with the application form. If he/she submits Annexure "A", passport will be issued without police verification and if he/she submits Annexure "G", passport will be issued on post police verification basis and if he/she submits Annexure "H", passport will be issued on pre police verification basis. For re-issue of passport, Government/Public Sector/Statutory body employees need to submit No Objection Certificate (NOC) as per Annexure "G" or Prior Intimation Letter (PI) as per Annexure "H" as an additional document along with the application form. 16 Q5. What benefits do government employees and retired government employees get for issuance of passport ? Government Employees : Government/Public Sector/Statutory body employees can be issued passport without police verification, if they submit Identity Certificate in original as per Annexure "A" as an additional document along with the application form. They can be issued a passport on post police verification basis, if they submit No Objection Certificate (NOC) (as per Annexure "G") and on pre police verification basis if they submit Prior Intimation Letter (PI) as per Annexure "H" as an additional document along with the Application Form. Retired Government Employees : Retired Government employees can be issued a passport on post police verification basis if they submit Pension Payment Order as an additional document along with the application form. Q6. What is the procedure to apply for duplicate passport in case of lost or damaged passport ? To apply for duplicate passport in case of lost or damaged passport, you have to fill the Passport Application form and apply for "Re-issue" of passport. Q7. There is a mistake in the spelling of my name in the passport. What can I do ? If you find any mistake/error in the particulars printed in the passport booklet as per the application form submitted, please return the passport for necessary rectification. Any additional fees required to be paid would depend solely on merit of the case as decided by the Assistant Passport Officer / Passport Issuing Authority. If there is a misrepresentation of facts, then penalty could also be imposed. However, applicants are requested to apply online with the view to ensure that the passports are delivered without any typographical errors since applicants have themselves fed the data. Q8. What is the process to change the date/place of birth in the passport ? To change the date/place of birth in the passport, you have to apply for a "Re-issue" of passport and get the specified change done in the personal particulars. To check the complete list of documents to be submitted along with the application form, please click on "Documents required" link on Home page. Q9. What are the various locations where I can submit my application for obtaining a passport? You can submit Passport Application Form Online. Q10. What are the various channels through which I can apply for Police Clearance Certificate (PCC) ? For Police Clearance Certificate (PCC) you need to fill the PCC Form online via e-Form Submission (preferred) or via Online Form Submission for submitting your PCC application online. 17 Q11. Is it necessary to paste the photograph in the printed copy of online filled Diplomatic/Official Passport Application Form? If yes, what should be the specifications of the photograph? Yes, all applicants need to carry two coloured photographs (size 4.5 x 3.5 cm) with white background. Applicants should affix photographs on the printed copy of the online filled Application Form. First photograph needs to be affixed on the first page of the Application Form without any signature/stamp. Second photograph needs to be affixed on the third page of the application form, and then stamped across with office stamp and signature of the Head of Office. Q12. Do I need to provide original documents or will certified copies or extract be enough? Applicants are required to attach self -attested photocopies of all the required documents with the application form. Original documents must be produced at the counter; which will be returned after verification. Q13. Is it mandatory to submit Birth Certificate for applicants who are born on or after 26.01.1989? No, you can submit the one of the following documents – Birth Certificate issued by the Registrar of Births and Deaths or the Municipal Corporation or any other prescribed authority, whosoever has been empowered under the Registration of Birth and Deaths Act, 1969 to register the birth of a child born in India. Transfer/School leaving/Matriculation Certificate issued by the school last attended/recognised educational board having the date of birth of the applicant. PAN Card issued by the Income Tax Department having the date of birth of the applicant. Aadhaar Card/E-Aadhaar having the date of birth of the applicant Copy of an extract of the service record of the applicant (only in respect of Government servants) or the Pay Pension Order (in respect of retired Government Servants), duly attested/certified by the officer/in-charge of the Administration of the concerned Ministry/Department of the applicant, having his date of birth. Driving licence issued by the Transport Department of the concerned State Government, having the date of birth of the applicant. Election Photo Identity Card issued by the Election Commission of India containing the date of birth of the applicant. Policy Bond issued by Public Life Insurance Corporations/Companies containing the date of birth of the holder of the insurance policy. 18 Q14. Can online appointment be re-scheduled? Yes, it can be re-scheduled thrice in a year. Q15. How do I apply for a passport in the new system through CSC ? You have to just login Digital Seva Portal and go through the government services and choose Passport Service and for issue of fresh passport and re-issue of passport, you need to fill the application form online via e-Form Submission (preferred) or via Online Form Submission. For Police Clearance Certificate (PCC) also, you need to fill the Police Clearance Certificate (PCC) Application Form online via e-Form Submission (preferred) or via Online Form Submission. Q16. How can I fill Passport on line form through CSC? Select RPO, select type of passport such as normal, tatkal , fresh or reissue etc. Fill on line, pay Rs.100/- through CSC wallet, then click on pay and schedule appointment, make passport fees through net banking/Debit/credit card and schedule on line appointment as per time slot given for your state or area. Handover appointment slip to customer and ask him to visit PSK or passport office along with all original documents on specified date and time Q17. What can I do if Authorization Fail ? Clear browsing history, re-start system, connect CSC connect, go to passport link. IP mapping of both systems required in passport service. If still not working, use other net connection then try. Q18. What is the Fee structure for passport service through CSC ? Rs.100/- will through CSC wallet and actual passport fees will be paid through SBI NET BANING, debit or credit card Q19. What is the validity of Fee ? Payment will remain valid for one year from the date the payment has been made. If you have booked appointment, then the validity of fee will be one year from first appointment date Q20. How can I get Refund My payment? Payment once made for availing passport Service will not be refunded, If the payment is successfully done, Please do not Pay again. Helpdesk Executive(s) may kindly contact the below mentioned officials for assistance in case of any difficulty – Sl No. Name Designation Mobile No. E - Mail ID 1. Smt Sefali Bharti Executive 8285752332 Sefali.bharti@csc.gov.in 19 CH-3B : PAN Card Q1. How do apply for Pan? One can apply for PAN by filling up Application for Allotment of Permanent Account Number (PAN application form). The forms are – 1. Form 49A (for Indian Citizens) 2. Form 49AA (for Foreign Citizens) Kindly login Digital Seva portal and select PAN Card service under Government Services. PAN card service is open for all VLEs. Q2. Can I make an application in plain paper ? No. Application for PAN can be made only be done using the prescribed formats notified by Central Board of Direct Taxes. The notified forms are as under – 1. Form 49A (for Indian Citizen) 2. Form 49AA (for Foreign Citizen). Q3. What will I receive on submission of the PAN Application Form to a CSC Portal ? You will receive an acknowledgment with a unique 15-digit acknowledgment number on submission of the PAN application form. Q4. How do I fill pan application form ? You should fill the application form legibly in English capital letters and preferably with black ink. Read all the instructions before filling up PAN application form. Q5. What document should I submit along with the application form ? You have to submit the following documents with the application form : Proof of identity (POI) Proof of address (POA) Proof of date of birth (PODB) (applicable only for Individual & HUF status of applicant) The documents for POI and POA depend on the citizenship and the status of the applicant. Q6. What is the procedure for applicant who cannot sign ? In such cases, Left Hand Thumb Impression (preferably in black ink) of the applicant should be taken on PAN application form at the place meant for signature. This should be attested by a Magistrate or a Notary Public or a Gazetted Officer, under official seal and stamp. 20 A. PAN Application Through UTIITSL Q 1. How to use PAN Service ? GO to the Government services, select UTIITSL option and fill online form. Q2. How to fill form off line or on line ? It will be filled online, then take print out, paste photograph, get it signed from applicant. Q3. How can I upload document in UTIITSL portal ? You have to scan the photo with 300 DPI in JPG format and pixel must be in 213x2013 and PAN Application for front Page and Back side. And supporting document - ID Proof, Address Proof and Date of Birth Proof as provided by the applicant to be scanned in 200 DPI colour- PDF format Size : Maximum up to 2MB and convert it to PDF/A using www.docupub.com and Signature should be with black ink, scanning of signature in 600 dpi Size: less than 60 kb black and white. Q3A. How to make PDF of 5 pages ? Use www.docupub.com website to merge in single PDF. Q3B. How to set pixel 213x213 & size of File ? Use software “ www.docupub.com ” Q4. Is it mandatory to send the hard copies of the applicant ? First upload all documents, pay pan card fees i.e. 110/- and forward all documents at address given : CONTACT US. Always keep soft copy of all documents in records Q5. How to track status of ARN ? Click on Track Status, fill ARN, if ARN is under objection, remove objection and Upload documents related with objection marked by UTIITSL. http://www.trackpan.utiitsl.com/PANONLINE/#forward Q6. Does objection related documents needs to be sent to UTIITSL ? No. Q7. Can VLE apply for duplicate PAN card form Digital Seva portal ? Yes, option is given, he has to fill on line application and follow same procedure. Q8. Where to fill the name if applicant do not have middle or last name ? He has to fill name in last/surname field. Q9. If applicant is minor, what will be the procedure ? Fill on line form, affix photograph of minor, it will be signed by his parents, DOB of minor is required, all other document required of his parents.