Help and Support

Help and Support

Find answers to common questions about using the Citizen Services Portal and accessing government services.

Frequently asked questions

How do I log in?

Use your CARL-ID credentials to log in. If you have not yet set up your CARL-ID digital account, visit your nearest CARL-ID registration centre with your physical identity card. If you have forgotten your password, use the CARL-ID password reset function at carl-id.gov.ndrc.uk/reset. You will need to verify your identity via biometric confirmation.

My CDI score seems incorrect. What should I do?

CDI scores are calculated automatically by COMPASS and updated every 15 minutes. If you believe there is an error, submit a review request through the View CDI Score service within 14 days of the discrepancy. Note that score recalculations can go up or down.

I cannot access a service. Why?

Service access is determined by your CDI score, compliance status, and clearance level. Common reasons for restricted access include: CDI score below the required minimum, outstanding mandatory training, pending Annual Loyalty Verification, or an active compliance investigation. Check your notification inbox for details.

How do I report a technical problem?

For technical issues with the portal (errors, pages not loading, form submissions failing), contact the Ministry of Technology helpdesk:

  • Email: support@technology.ndrc.uk
  • Phone: 0117 463 8742, ext. 420
  • Operating hours: 08:00-20:00, Monday to Saturday

How do I contact my district office?

District office contact details are available through your CARL-ID profile under "Local Services". Each district has offices for Citizen Services, Internal Security, Ministry of Technology, and CarlCare.

Emergency contacts

  • State Emergency Line: 112
  • Citizen Vigilance Hotline: 0117 463 8742, ext. 150
  • CarlCare Emergency: 0117 463 8742, ext. 201
  • GridControl Emergency: 0117 463 8742, ext. 273

Feedback

We value your feedback on the Citizen Services Portal. Submit feedback through the form below. All feedback is reviewed and logged. Please note that negative feedback about government policy is not within the scope of portal feedback and should be directed to your district compliance officer.