FREQUENTLY ASKED QUESTIONS WITH ANSWERS ABOUT ECHS

(FAQs on ECHS are intended to provide general information and guidance

needed for the ECHS beneficiaries to avail ECHS facilities. The contents must
be read in conjunction with extant policies updated on the website from time to
time. The contents are not intended to be applicable to specific/exceptional
cases and no such claims may be made under it. Whenever any difference in
interpretation of meaning and/or content of the facts stated here vis-à-vis the
original policy arises, the policy letter will be treated as final and binding).

Cards Related

Q1. How can I find out difference between a 16Kb Card or a 32 Kb Card?

Ans: Smart Cards issued upto Apr 2010 were of 16Kb capacity whereas Smart
Card issued from May 2010 to May 2015 were of 32Kb capacity. The visual
difference of both the cards as follows:

Q2. There are two numbers mentioned on the Smart Card one is Reg No. and
other is Sr No. I don’t know which is the Card number I have to mention in the
online application.

Ans: The Reg No. is the Card number which is required to be mentioned in the
online application. The starting first two alphabets in the number denote your
Regional Centre.

Example: LK0001241 (LK is Regional Centre Lucknow)

GW0001242 (GW is Regional Centre Guwahati)

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Q3. Please tell me the process for filling of online application for ECHS Smart
Card.

Ans: To know the process of online application, please visit our website
www.echs.gov.in -- ONLINE SMART CARD APPLICATION – INSTRUCTIONS.

Q4. I am trying to open the site for filling of online smart card application, but
the page is not opening.

Ans: Please note that the site doesn't work on Internet Explorer due to security
issues. You can try filling application on other browsers like Chrome, Mozilla Firefox,
Microsoft Edge. If error message is shown to you, kindly refresh / reload the page.

Q5. On the registration page there is a field for Prefix before Service number.
I don’t have any Prefix in my service number. What should I write in Prefix
field?

Ans: The service numbers in respect of Army Officers and Army JCOs consists of
prefix whereas other service personal of Navy, Air Force & Coast Guards don’t have
the prefix in their service numbers. Hence, the field has been provided for Officers
and JCOs of Army. However, the field is optional.

Q6. Do I need to attach affidavit for dependents?

Ans: There is no requirement of attaching affidavit in the online application. A self

declaration in place of affidavit will be presented in the application, which is required
to be accepted by the applicant.

Q7. My son is a minor and he is not having either mobile number or email ID.
What should I do?

Ans: Mobile number and email ID of primary beneficiary can be entered for the
dependents for whom mobile number and email ID is not available.

Q8. How can I upload the photographs and signatures?

Ans: The detailed instructions regarding uploading of photograph and signature has
been defined in Para 15 to 17 of Part – I of Instructions for Online Smart Card. Click
here to follow the link:

https://echs.gov.in/img/Smartcard/FOR%20UPLOADING%20ON%20WEBSITE/Instr
uctions%20Ver%204.0%20-%20Final1.pdf#page=8

Q9. As per instructions, Aadhaar is mandatory. However, I am a resident of

Assam State, here Aadhaar Cards are not made. What should I do?

Ans: As of now endorsement of Aadhaar number is not mandatory for the residents
of North East States, Jammu & Kashmir and for Nepal Domicile Gorkhas.

Q10. What documents do I need to upload for my application?

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Ans: Photograph and Signature of all members is required to be attached with each
type of application. However, attachment of documents depends upon the type of
application. A list of documents required to be attached to each type of application is
mentioned below:

Sl No Type of Application Documents required to be uploaded

a) Future Retiree (i) Receipt of MRO (Only for Coast Guard

personnel).

(ii) Medical Certificate from Service Specialist (In

case of PWD).

b) Temporary Slip Holder (i) PPO copy.

(ii) Death certificate of ESM (only in case of ESM

demise).

(iii) Disability Medical Certificate (In case of PWD).

(iv) Old Temporary Slip copy.

c) Old Card Holder (i) PPO copy.

(ii) Death certificate of ESM (only in case of ESM

demise).

(iii) Disability Medical Certificate (In case of PWD).

(iv) Old Smart Card copy.

d) Death in Service case (i) PPO copy.

(ii) Death certificate of ESM (only in case of ESM

demise).

(iii) Disability Medical Certificate (In case of PWD).

(iv) Old Smart Card copy.

e) Pre 1996 retiree (First (i) PPO copy.

time applicant)
(ii) Death certificate of ESM (only in case of ESM
demise).

(iii) Disability Medical Certificate (In case of PWD).

(iv) DPDO / Bankers Certificate for non-drawing of

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FMA.

f) 1996 to 2003 retiree (i) PPO copy.

(First time applicant)
(ii) Death certificate of ESM (only in case of ESM
demise).

(iii) Disability Medical Certificate (In case of PWD).

(iv) Receipt of MRO.

(v) DPDO / Bankers Certificate for non-drawing of

FMA.

g) Post 2003 retiree not a (i) PPO copy.

member yet
(ii) Death certificate of ESM (only in case of ESM
demise).

(iii) Disability Medical Certificate (In case of PWD).

h) Loss of 16 Kb Card / (i) PPO copy.

Temporary Slip
(ii) Death certificate of ESM (only in case of ESM
demise).

(iii) Disability Medical Certificate (In case of PWD).

j) Loss of 32 Kb Card (i) PPO copy.

(ii) Death certificate of ESM (only in case of ESM

demise).

(iii) Disability Medical Certificate (In case of PWD).

Q11. I have filled my application and uploaded all the documents. How do I
know the status of my application?

Ans: The status of application can be checked in your login. The responsibility to
verify the application lies with the Record Office of the applicant.

Q12. Where do I need to submit the hard copy of the application?

Ans: The submission of hard copy of application has been done away with. The
application will move only on the online system and there is no need to submit the
hard copy to any of ECHS office.

Q13. I have filled the application and proceeded for the payment. However
the payment failed and since, then I am shown error message that payment is
still in process.
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Ans: The errors mentioned by you usually get resolved within 24 to 48 working
hours. In case the payment error is not resolved. Please forward following details to
our helpline e-mail IDs for resolving the issue.

(a) Your registered mobile number.

(b) Date of transaction.

(c) Screen shot of the error shown to you while making payment.

Q14. I am a 1992 retiree and applied for the online ECHS Smart Card and also
done the payment. However, I didn’t get the online generated Temporary Slip.
I am in need of emergency treatment. Please provide me temporary slip to
avail ECHS facilities.

Ans: (a) In the online Smart Card Application following downloads are being
provided after successful completion of application and payment.

(i) Filled Application (Only for Record Purpose of Applicant)

(ii) Temporary Slips (For availing ECHS facilities).

(b) Here filled application is being provided to every applicant, however,

Temporary Slip is being provided to only following category of applicants:-

(i) Future Retirees.

(ii) Old Temporary Slip Holders.

(iii) Death in Service Cases.

(iv) Loss of 32 Kb Card cases(only for whom new card has been
applied).

(v) Loss of 16 Kb Card / Temporary Slip cases.

(c) Temporary Slips are not being generated for the first time applicants
like, Pre 1996 retire, 1996 to Mar 2003 retiree and Post Apr 2003 retiree not
a member yet. Once, their online applications get verified from their record
offices they will receive SMS and after that temporary slip will be provided in
their login, which can be used for availing ECHS facilities.

(d) In case of emergency, you can approach ECHS Regional Center or

Station HQ for issue of temporary slip.

Q15. I have filled online application. However, I forgot to add my dependents,

I have also done the payment. Please allow me to add my dependents.

Ans: You can add dependents by login to the online application portal, then select
edit application option, thereafter click on tab Add Dependent and fill details of your
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dependent and save details. After adding Dependents make additional payment for
the members added in the application.

Q16. I have filled online application, however, I noticed that I have done
mistakes in mentioning my date of birth and date of retirement. Please allow
me to edit my application.

Ans: You can edit your application by login to the online application portal, then
select edit application option and save details.

Q17. I have submitted the online application on almost one month back.
However, till today, the status of application is shown as Awaiting verification
by Record Office. Please, process my application.

Ans: Once the application has been submitted online the responsibility to verify the
application lies with the respective Record Offices. Please note that since the online
application system is new and Record Offices are in process of registration and
verification of already uploaded applications, therefore, it would take some time to
settle down the system.

Q18. I had filled the application in January using my e-mail as login ID.
However, now I am not able to login to the site to know the status of my
application.

Ans: A lot of simplifications have been done in the application from the date of its
launch based on the feedback from the environment. You are requested to try login
using your registered mobile number and old password. In case if you have forgotten
your password, then try resetting it using email option as available in the website.

Q18. I had filled my application about one month back, but not completed it
because I was not having complete details. But now, when I am trying to login,
it is showing me error that mobile number does not exists. Please help me.

Ans: The system automatically deletes the data after 15 days for the applications for
which the full application is not submitted and payment for smart card is not done.
You are requested to re-register and fill your application.

Q19. I have received a SMS that my application has been verified. Does my
ECHS Smart Card will be delivered at my home address.

Ans: The Smart Cards will be dispatched to the concerned Station HQ of the ECHS
beneficiaries as per details filled in by the applicant. On receipt of Smart Cards at
Station HQ an intimation SMS will be forwarded to the registered mobile number of
primary beneficiary.

Q20. My son is born after my retirement and his name is not endorsed in the
Temporary slip. However, I have added his name in my Records at my Record
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Office. I am having documents of his addition, but I am not able to attach his
document while applying online for ECHS card. Please guide me.

Ans: There is no need to upload any documents of the dependent son as you have
already completed the process to record his name in your Record Office. You can
add him as dependent in your application without any problem.

Q21. How to find out when one's card completes 10 yrs.

Ans: Date of membership is printed on the card against the field Mem. This date is
also the date of issue of the card.

Q22. What would happen if the card is not delivered in time? There are
already mails expecting delays in verification due to work load at records and
service HQ.

Ans: Validity of the online generated Temporary Slips can be extended further by
OIC Polyclinics, which can be utilized for availing ECHS facility.

Q23. Why future retirees are not being hand held by at facilitation centers and
are required to spend their own money to apply from private net cafes?

Ans: There is no restriction or any instruction regarding hand holding of any

particular category of individuals. Applications in respect of every category are being
filled at facilitation centers. Future Retirees should get it done from their units as
well.

Q24. Why cards can not be collected from Polyclinics as in any case they are
to be activated there?

Ans: The cards will be activated through SMS and not at Polyclinics. ECHS
Polyclinics are not having sufficient infrastructure and are already engaged in
providing medical care to ECHS beneficiaries. Hence, this task has been provided
to Stn HQs where one time authentication of the each beneficiary will be done at the
time of collection of cards. Old Cards are also supposed to be returned while
collecting new cards.

Q25. Why cards can not be delivered home?

Ans: Delivery of Cards at home of ECHS beneficiary will add to the cost of card as it
requires services of postal / courier. In addition, old cards have to be deposited
besides need of authentication.

Q26. By what date all the nodal persons are likely to be in place across the
country?

Ans: Instructions have been issued for setting of facilitation center at every Regional
Centre, Station HQ and Polyclinic. Infrastructure is being provided to the places
where there is necessity. It is hoped that most of the places will be fully functional
by 30 Jun 18.
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Q27. Why the feasibility of setting up facility is restricted to ECHS only and
not CSD?

Ans: Request have been made to all Command HQs, if similar facilitation centers
could be set up at major URCs. Some formations have already established these
near CSD canteens.

Q28. How to prove parents are normally residing with veteran?

Ans: There is no such requirement asked by ECHS.

Q29. Why only disabled brother? One could also have a sister who is
disabled?

Ans: Brother are dependent only till they are minor. Above 18 years of brother can
be considered dependent only in case they have any disability as listed in PWD Act
1995. Sisters are eligible irrespective of age, hence dependency criteria for disabled
brothers is mentioned separately.

Q30. Competent authority has been specified at another place as Brig Rank
officer in MH. However MH are refusing to issue such disability certificate.
What is the ECHS solution? Why insist on certificate as per PWD Act 95 only.
Most civil surgeons are authorized to issue certificates based on standards
laid down. Why is ECHS not willing to accept these certificates?

Ans: No rank has been specified for signing of disability certificate. The certificate
is required to be signed by Commandant / CO / Head of Hospital irrespective of rank.
However the requirement for issue of certificate from service hospital is as per O/o
the DGAFMS letter No CC/5496/MSAC/DGAFMS/DG-3A/ dated 22 Feb 2017.

Q31. Is spouse a dependent and hence not entitled to treatment in MH as MH

are refusing treatment to dependents.

Ans: Any ECHS beneficiary having a valid ECHS Smart Card or Paper Slip is
authorized for availing ECHS facilities through ECHS Polyclinics. All ECHS
members are authorised for treatment in MH subject to availability of spare capacity.

Q32. If minor children of divorced /separated daughters are allowed, why not
those of sisters particularly if divorced sisters are considered as dependents?

Ans: The dependency criteria is being followed as prevailing in CGHS.

Q33. Can I print my own ECHS card?

Ans. No, you cannot print your ECHS card, but you may take printout of temporary
slip and get it authenticated from OIC of your parent Polyclinic for use till your ECHS
card is received.
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Q34. I have been issued with a temporary slip in lieu of ECHS Smart Card. The
validity of same is expiring. What procedure should I follow for extension of
temporary slip?

Ans. Old paper temporary slip issued in lieu of card are not valid and the ESM is
required to apply for new 64 Kb ECHS card. The online application for ECHS smart
card is available on ECHS website www.echs.gov.in.

Q35. Whom should I approach in case the ECHS Card is not issued to me in
the prescribed time?

Ans. The beneficiary to login ECHS website portal, echs.sourceinfosys.com using

login credentials. The beneficiary will come to know the status of the application.
Take action in case any observation is raised on the online application. Incase
unable to resolve contact the following:-
(a) Incase application pending for verification contact your Record office
contact details of Record Offices are available on ECHS website.

(b) Incase verified and not card printed contact any of the following
Helpline number:-
(i) 011-25682870
(ii) 1800-114-115

(c) Still not satisfied send e-mail on the following email address:-

(i) jditechs1@echs.gov.in

(ii) jditechs-mod@nic.in

Q36. What should I do if I lose my ECHS Card?

Ans :Incase ECHS card is lost then login ECHS website echs.sourceinfosys.gov.in
using login credentials and block the lost card. Further, apply for reprint of lost card
and make the payment online. The card will be printed and forwarded to the Station
HQ’s of your affiliated parent polyclinic. The beneficiary may also download online
Temporary slip and get it counter singed from the OIC of parent polyclinic to continue
getting entitled medical cover.

Q37. What should I do if the details on the Card viz. name, date of birth,
entitlement, etc. are wrong?

Ans : The beneficiary may login ECHS website www.echs.sourceinfisys.gov.in

using login credentials and click for change of data. An auto populated application
will open and the beneficiary can carry-out required changes and upload the
application by clicking checkbox, I agree and save the application. Make necessary
payment online and the online application will go to the respective Record office for
verification. After verification the card will be printed. Once the application uploaded
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an online Temporary slip can be downloaded and after getting it counter singed from
the OIC of parent polyclinic beneficiary can continue getting entitled medical cover.

Q38. Is there a colour scheme for plastic cards? What are they?

There are follow types of cards

(a) ECHS Normal Card

(b) White Card – White in colour (For PWD Disabled)
(c) War Disabilities Card
(d) EC & WW II Suitably printed on the Card
(e) PMR & SSCO