You are here Home>> RTI Manual A

​​​​​​​​RTI Manual - A

RIGHT TO INFORMATION ACT 2005

GOVERNMENT OF INDIA, MINISTRY OF COMMUNICATIONS AND INFORMATION TECHNOLOGY, DEPARTMENT OF POSTS

An Act to provide for setting out the practical regime of right to information for citizens to secure access to information under the control of public authorities, in order to promote transparency and accountability in the working of every public authority, the constitution of a Central Information Commission and State Information Commissions and for matters connected therewith or incidental thereto.

RTI MANUAL-A

Citizen’s Charter of Department of Posts

A declaration of our service commitment to excellence in service to customers of the Department ​​

Our Vision

India Post’s products and services will be the customer’s first choice.

Mission

  • To sustain its position as the largest postal network in the world touching the lives of every citizen in the country.
  • To provide the mail, parcel, money transfer, banking, insurance and retail services with speed and reliability.
  • To provide services to customers on value-for money basis.
  • To ensure that the employees are proud to be its main strength and serve its customers with a human touch.
  • To continue to deliver social security services and to enable last mile connectivity as a Government of India platform.

Our Customers/Clients

  • We serve all residents of India and we are the main service provider for rural citizens for mails and financial services.
  • Public Institutions , private businesses and print media.
  • Government organizations.
  • Other postal administrations.
  • Philatelists.

Our Services

  • Mails Services
    1. Letters, postcards, Inland letter cards, book packets, value payable post, parcels, Flat Rate Box, Logistics Post, ePost, etc.
    2. Registration and insurance of postal articles and parcels covered by such facility.
    3. Premium mail services like Speed Post, Business Post, Direct Post, Bill Mail Service, Express Parcel Post, etc.
    4. Delivery services are provided by the designated delivery post offices and Branch Post Offices in villages.
  • Financial Services
    1. Money Transfer – Money Order, Instant money order, MO Videsh, Indian Postal Order, etc.
    2. Post Office Savings Bank- Small Savings Schemes and Savings Certificates.
    3. Postal Life Insurance and Rural Postal Life Insurance.
  • Philately

    Promotion of philately:

    1. Issue of definitive postage stamps.
    2. Issue of commemorative and special postage stamps.

    Delivery through Philatelic Bureau and counters as well as through ePost Office.

  • Counter Services:

    Counter services are provided from post offices (Departmental and Branch Post Offices), Mail Offices or any other outlet designated for the purpose. These include :

    1. Sale of postage stamps and postal stationery etc.
    2. Booking of registered, insured, Speed Post and other mail articles etc.
    3. Booking of money orders, various transactions relating to Post Office Savings and Postal Life Insurance (PLI)/Rural Postal Life Insurance (RPLI) etc.

    ePost Office for anytime anywhere transaction related to instant money order, electronic money order and philately products.

    http://www.epostoffice.gov.in/

  • Service Standards of services provided by the Department of Posts (DOP)
    S.No.Services/TransactionSuccess IndicatorsService StandardsUnit
    AService Standards of various services for Departmental Post Offices
    1Mails 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
    1.4Delivery 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
    1.5International 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
    2Financial Services
    2.1 Money Transfer Time from booking to transfer / payment Unit in Days /Minutes etc.
    2.1.1Instant 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
    2.1.2Money 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
    2.2Post Office Savings Bank
    2.2.1Opening of account,
    closing of account,
    withdrawal and deposit.    		 Please see Counter Services
    2.2.2Transfer 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
    2.2.5Discharge 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
    2.2.6Transfer of Savings Certificates Time taken from the receipt of application for transfer at the post office 30 Days
    2.2.7Issue 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
    2.3Postal 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
    2.3.2Settlement on Maturity of policy 30
    2.3.3Settlement of PLI/RPLI death claimsWith nomination 30 Days
    Without nomination – (time taken after production of required documents) 30
    Involving investigation 90
    2.3.4Transfer 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
    2.3.8To issue license for Franking Machines Time taken for grant of license on receipt of request 10 Days
    2.3.9To 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
    5Transaction 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
    6.1Issue 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
    6.2Settlement of Complaints Time from lodging of complaint 60 Days
    6.3 Settlement of complaint in cases requiring investigation 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, C​lick 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.2Grievance 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
    ​
​