7.4 Redress

Before · SP 800-63A

After · SP 800-63A-4

Redress

Before · SP 800-63A

After · SP 800-63A-4

These guidelines require the CSP to provide effective and secure mechanisms for redressing applicant complaints or problems that arise from 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 amend their records. Any Privacy Act Statement should include references to applicable SORNs (see Sec. 3.3), 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 that are the sources of information.

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

If the identity 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 personal information.