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8.4 Redress

NIST PIV and digital identity SP 800-63A
All changes in this version
first version loaded 8 Privacy Considerations part of 8

Title

Redress

Control

Section 4.2 requirement 5 requires the CSP to provide effective mechanisms for redressing applicant complaints or problems arising from the identity proofing, and make the mechanisms easy for applicants to find and access.

The Privacy Act requires federal CSPs that maintain a system of records to follow procedures to enable applicants to access and, if incorrect, amend their records. Any Privacy Act Statement should include a reference to the applicable SORN(s), which provide the applicant with instructions on how to make a request for access or correction. Non-federal CSPs should have comparable procedures, including contact information for any third parties if they are the source of the information.

CSPs should make the availability of alternative methods for completing the process clear to users (e.g., in person at a customer service center, if available) in the event an applicant is unable to establish their identity and complete the registration process online.

Note: If the ID proofing process is not successful, CSPs should inform the applicant of the procedures to address the issue but should not inform the applicant of the specifics of why the registration failed (e.g., do not inform the applicant, “Your SSN did not match the one that we have on record for you”), as doing so could allow fraudulent applicants to gain more knowledge about the accuracy of the PII.