| S.No. | Services/Transaction | Success Indicators | Service Standards | Unit |
|---|
| A | Service Standards of various services for Departmental Post Offices |
| 1 | Mails | Time from posting / booking to delivery | - Excludes day of posting,
holidays and Sundays - Maximum time
- Articles posted before cut off time
| Unit in Days /Minutes etc. |
| 1.2 |
Delivery of First class mail
i.e, letters, postcards, Inland letter cards, etc. | Local* and between Metro Cities**
* Local – within Municipal City limits
** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru | 2 | Days |
| Rest of India | 4-6 |
| 1.3 |
Delivery of :
- Registered / Insured articles
- Express Parcel Post
- Second Class Mails i.e Parcels, Book Packets, Registered Newspapers, etc.
| Local* and between Metro Cities**
* Local – within Municipal City limits
** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru | 3 | Days |
| Rest of India | 5-7 |
| 1.4 | Delivery of Speed Post articles | Local* and between Metro Cities**
* Local – within Municipal City limits
** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru | 2 | Days |
| Rest of India | 4-6 |
| 1.5 | International EMS articles | - All International Mail articles are subject to customs examination.
- Period for customs examination/ detention is not included in the service standards
| 4-10 | Days |
| 2 | Financial Services |
| 2.1 | Money Transfer | Time from booking to transfer / payment | | Unit in Days /Minutes etc. |
| 2.1.1 | Instant Money Order payment on same day.
(service available at specified offices) | Booking to transfer to payee post office | 15 | Minutes |
| Payment on production of code and ID by receiver at the destination post office | 20 |
| 2.1.2 | Money Order | Local* and between Metro Cities**
* Local – within Municipal City limits
** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru | 3 | Days |
| Rest of India | 4-6 |
| 2.2 | Post Office Savings Bank |
| 2.2.1 | Opening of account,
closing of account,
withdrawal and deposit. | Please see Counter Services |
| 2.2.2 | Transfer of Accounts
(Please collect receipt issued at the time of acceptance of request) | Time taken for opening of account at the post office where transfer is sought
When request is for transfer of accounts within the same Head Post Office | 1 | Days |
| When request is for transfer of accounts in post offices which are under different Head Post Offices | 7 |
| When request is made at the transferee post office | 20 |
| 2.2.3 |
Settlement of customer requests for:
- Deceased claims
- Issue of Duplicate Passbook
- Interest posting (in office other than Head Post Office)
| Time taken for settlement starting from the time of receipt of completed documents | 7 | Days |
| 2.2.4 |
Savings Certificate
- Issue of Savings Certificate
- Discharge of Savings Certificate at the post office of purchase
| Please see Counter Services |
| 2.2.5 | Discharge of Savings Certificates at post office other than the office of purchase | Time taken from the receipt of application for discharge of certificates at the post office | 30 | Days |
| 2.2.6 | Transfer of Savings Certificates | Time taken from the receipt of application for transfer at the post office | 30 | Days |
| 2.2.7 | Issue of Duplicate Certificate | Time taken from the receipt of application along with required documents:
at the post office of issue of the Certificate | 30 | Days |
| 2.3 | Postal Life Insurance and Rural Postal Life Insurance |
| 2.3.1 | -
Acceptance Letter
-
Issue of Policy Bond
| Time taken from the receipt of completed documents | 15 | Days |
| 2.3.2 | Settlement on Maturity of policy | 30 |
| 2.3.3 | Settlement of PLI/RPLI death claims | With nomination | 30 | Days |
| Without nomination – (time taken after production of required documents) | 30 |
| Involving investigation | 90 |
| 2.3.4 | Transfer of policy from one Circle to another | Time taken from the receipt of completed documents | 10 | Days |
| 2.3.5 |
Paid up Value of policy | Time taken for settlement on receipt of request | 30 | Days |
| 2.3.6 | -
Revival of policy
-
Conversion of policy
| Time taken from receipt of request | 15 | Days |
| 2.3.7 |
Settlement of following customer requests:
- Loan against policies
- Change of address
- Change of nomination
- Assignment of policy
- Issue of duplicate policy bond
| Time taken for settlement on receipt of request | 10 | Days |
| 2.3.8 | To issue license for Franking Machines | Time taken for grant of license on receipt of request | 10 | Days |
| 2.3.9 | To renew license for Franking Machines | Time taken for grant of license on receipt of request | 5 | Days |
| 3 | Counter Services |
| 3.1 | Sale of Stamps and Stationary | Transaction time at the counter (excluding waiting time in queue) | 3 | Minutes |
| 3.2 | Booking of articles: Registered, Speed Post, Value Payable, Insured, Money Order, eMO, Premia collection for PLI/RPLI, sale of forms and bill collection. | Transaction time at the counter (excluding waiting time in queue) | 5 | Minutes |
| 3.3 | Philately services are available at
Philately Bureaux / Counters in limited post offices | No time norm could be hard and fast prescribed here for completing transactions as customers take their own time to choose and select products. Yet it is expected that the transaction would be concluded by the customer within a day. | 1 | Day |
| 3.4 |
Savings Bank and Savings Certificate Transactions:
Deposit, Withdrawals, updation of pass book | Transaction time at the counter (excluding waiting time in queue) | 5 | Minutes |
| 3.5 |
Savings Bank and Savings Certificate Transactions:
Opening of Account, Closure of Accounts, Issuance of Certificates, Discharge of Certificate | Transaction time at the counter (excluding waiting time in queue) | 15 | Minutes |
| B | Service Standards of various services for Branch Post Offices |
| 4 | Transactions for which the Branch Post Office is authorized |
| 4.1 | Sale of Stamps and stationery | Transaction Time at Branch Post Office | 3 | Minutes |
| 4.2 | Miscellaneous Services:
- Booking of Registered Articles
- Booking of Money Orders
- Collection and Payment of PLI premia
- Post Office Savings Bank Deposit
- Post Office Savings Bank Withdrawals up to Rs. 5000/-, etc.
| Transaction Time at Branch Post Office | 10 | Minutes |
| 5 | Transaction which are required to be authorized / routed through the Account Office |
| 5.1 | Transaction which are required to be authorized / routed through the Account Office e.g. :
- Withdrawals above INR. 5000/-
- Post Office Savings Bank Accounts opening and closing
- Post Office Savings Bank maturity claims, discharge of certificates
- Maturity claims of Postal Life Insurance and Rural Postal Life Insurance policies, etc.
| Completion or settlement of the transaction. (Includes processing time at the Account office.)
Add 5 days to each of the corresponding service standards for Departmental Post Offices. |
+ 6 days in addition to the relevant service standards declared for authorized Branch Post Offices. | Days |
| C | Service Standards of Public Grievance Redress |
| 6.1 | Issue of Acknowledgement of complaint. (Instantaneous in case of web registration) | Time from lodging of complaint at Customer Care Centre | 1 | Day |
| Time from lodging of complaint By post or other means | 7 | Days |
| 6.2 | Settlement of Complaints | Time from lodging of complaint | 60 | Days |
| 6.3 |
Settlement of complaint in cases requiring investigation | Time from lodging of complaint | 90 | Days |
| D |
Miscellaneous |
| D.1 | Expectations from Service Recipients |
| 1 | Mails |
| 1.1 | - Address of addressee and sender should contain House Number, Name of Street, City, District, State and Pin Code
- Name of village of addressee and the name of the delivery Branch Post Office of the addressee
- Phone number of the sender and addressee (optional)
|
| 1.2 | To confirm to packing, size and content requirements for registered and Insured articles and parcels,
click here |
| 1.3 | To comply with instructions for articles prohibited by Post,
click here |
| 1.4 | To affix correct amount of postage on mail articles |
| 1.5 | To provide Mail Box on the ground floor for each address in the multi storied building |
| 1.6 | To notify the delivery post office of the change of address and provide the forwarding address |
| 1.7 | To give proper authorization to his/her representative for receiving delivery of registered , insured, money orders and Speed Post etc. in his/her absence |
| 2 | Money Order / Mails Services |
| 2.1 | To cooperate by producing ID on demand by Postmen or at the counter |
| 2.2 | To insist on obtaining receipts for articles and money orders booked |
| 3 | Savings Bank / Cash Certificate Services |
| 3.1 | To provide Know Your Customer (KYC) documents as prescribed |
| 3.2 | To check the Agency Number, Authorization and validity of the Small Savings and Postal Life Insurance Agents and Rural Postal Life Insurance Agents before carrying out any transactions with them |
| 3.3 | To keep pass book updated and secure. Obtain receipt if passbook is handed over to the post office. Check that the last balance in the Pass Book matches with that written in the receipt |
| 3.4 | To make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance and Rural Postal Life Insurance |
| 4 | Financial Services |
| 4.1 | Not to disclose the code numbers of instant money orders and MO Videsh communicated by the Post Office to any person other than the recipient |
| 4.2 | To bring the officially valid ID for iMO payments |
| 5 | Savings Bank / Cash Certificate/Postal Life Insurance Services |
| 5.1 | To collect receipt when handing over requests for transfer or deceased claim cases |
| 6 | General / Public Grievance Redress Services |
| 6.1 | To lodge a complaint within 60 days of the transaction/availing of a service, relating to any deficiency in service |
| D.2 | Grievance Redress Mechanism (GRM) in the Department of Posts |
| When to lodge the complaints | Complaints are to be lodged within 60 days of the transaction / availing of a service |
| Complaints like claims and customer requests for Post Office Savings Bank, Savings Certificate , Postal Life Insurance and Rural Postal Life Insurance are to be lodged after the number of days in the prescribed service standard is over. |
| Where to lodge the Complaints | Complaints and Suggestion Book for complaints pertaining to services in the post office in particular or for giving suggestions for improvement. Complaints and Suggestion Book is available in all post offices and is required to be given to customer when demanded. |
Complaints relating to any deficiency in service can be lodged:
- Online at
www.indiapost.gov.in or at
www.pgportal.gov.in
- By hand or by Post at:
- any of the 11,103 Sevottam Compliant Customer Care Centers in the
country - Post Office where transaction took place
- Office of Senior Superintendent of Post Offices
- At any Post Office
- For Value Payable articles complaints are to be lodged at the office
of booking. (Some cases will involve payment of charges)
- Complaints for PLI /RPLI can be handed or posted to the Deputy
Divisional Manager (PLI/RPLI) stationed at each Circle Office
headquarters and Development Officer (PLI).
|
| How to lodge complaints | - Online complaints require filling up of the forms to capture all details
- In other cases complete information needs to be given with reference
to the transaction, service failure and proof of transaction
|
| Acknowledgement of Complaints | - Complaints lodged on the web will be acknowledged instantaneously.
- Complaints handed in person at the Customer Care Centre will be
acknowledged at the time of handing. - In other cases acknowledgement will be sent in 7 days.
|
| Time for redress | - 60 days
- Complaints requiring investigations 90 days.
|
| Escalation of complaints not redressed within stipulated time | In case the complaint is not redressed in time or to the satisfaction of the customer the complaint may be taken up with the Postmaster General of the Region or the Chief Postmaster General of the Circle. |
| Nodal officer for handling grievances at HQ level | DDG (PG), Department of Posts, Dak Bhavan, New Delhi. 110001. email –
pgdiv@indiapost.gov.in |
| List of Responsibility Centers |
| Department of Posts (DOP) does not have responsibility Centers i.e. Boards, Trusts or PSUs. This has been reflected in the Results Framework Document (RFD) of the DOP. |
| Date of next Review |
| The Citizen’s charter is issued in 2012 after consultation with stakeholders. The next review date is due in August, 2013. |
|
Working Group for Citizen’s/Client’s Charter (WGCC) and Various Stakeholders sharing views during the Review of Citizen’s / Client’s Charter of the Department of Posts |
