Download PDF Format

15th March 2006:  A commemorative postage stamp on “ World Consumer Rights Day”

Citizen’s charter

India Post,

www.indiapost.gov.in

Contents

New Services Direct Post ePayment eIOD Bill Mail Service National Bill Mail Service Everyone is familiar with the post office but the varied range of services post offices provide is not widely known. For more details on products and services visit : www.indiapost.gov.in

Vision Mission Introduction Purpose of the charter Customers Customers of Postal facilities and services, Organisations who use Postal network to reach their customers, Services of the Department of Posts : General Financial and Insurance Corporate customers Post Offices and delivery services Collection services Delivery standards Complaints Settlement Mechanism Delivery standards Tables for : Postal and Rural Postal Life Insurance Table 1. Post Office Savings Bank Schemes Table 2. Post Office Savings Certificates. Table 3. Administrative set up.

Our Vision India Post shall be a socially committed, technology driven, professionally managed and forward looking organization.

In February 1911, a French pilot, named Henri Pequet, flew with 6,500 pieces of mail in a biplane from Allahabad to Naini (a distance of six miles). This flight was the first official Air Mail in the world. India Post launched its first aircraft on 29th August 2007. The aircraft with 15 ton load capacity carries Speed Post, parcels, logistics and mails for expedited delivery. Air craft route Kolkatta – Guwahati – Imphal - Agartala- Kolkatta.

Our Mission To provide high quality mail, parcel and related services in India and throughout   the   world; to be recognized as an efficient and excellent organisation exceeding the expectations of the customers, employees and the society; to perform the task by: - Total dedication to understanding and fulfilling customer's needs - Total devotion to provide efficient and reliable  services, which customers consider to be value for money. - Total   commitment to provide challenging and rewarding career for every employee. - Total recognition of the responsibilities as a part of the social, industrial and commercial life of the country - Total enthusiasm to be forward looking and innovative in all areas

Introduction

Set of four stamps issued on 150 years of postage stamps . The first stamps valid for postage throughout India were placed on sale in October 1854. Post Office has been a part of the day to day lives of people in the country. The street letter boxes, postman, post office, postcards, postage stamps, money order are words with which children and elders are familiar with. There is a strong bond between the Post Office and the people it serves. Many of the customers do business at post office because they feel comfortable and rely on it. This is what makes the postal service unique.

Indian postal network is the largest in the world. For many years it has been meeting the personal and business communication needs as well as door-to-door delivery, banking, insurance, transfer of money and goods. Today, mobile phones, email, SMS are popular means for personal communication. There are many operators for customers to choose from for sending documents and goods in India and abroad. Technology has also made it possible to offer modern and affordable services to customers like instant money transfer, collection of bills, and so on. It has also been possible to bring these services to the rural sector through the vast postal network. The Department is required to meet its expenses from the revenues it earns as it operates on commercial lines. Thus it faces a daunting task ahead as Post Offices have been opened in rural and remote areas on partial recovery of costs. Further the Department is facing stiff competition in some of its businesses. To rise to the challenges, the Department is in the process of transforming itself. In the last year, the Department was able to reduce the percentage of deficit. Innovative products and services, use of the network provide modern and varied services to urban and particularly rural customers are the thrust areas for growth. Use of technology and business orientation will be the key for improvement of quality of services.

Purpose of the citizen’s charter

Where and who will implement this charter Post Offices 1 5 5 , 3 3 3 Mail Business Centres 3 0 0* Postal workforce 5 2 0 , 1 9 1 All the Administrative and Accounts Units to support these offices. * Some Mail Business Centres have started to function. This is the total proposed.

Purpose of the citizen’s charter The purpose of the charter is to : Broadly describe the products and services, customers of these services, delivery standards and the complaint mechanism, Inform what kind of facilities customers can expect at the main contact points like post offices, delivery staff, mail business centres and customer care centres. Action being taken to improve the services has also been included in the charter. This charter is also meant to serve as a guide to the post offices, mail business centres and all those responsible for implementing the charter and improving the quality of service to the customers. This charter is a statement of intent to improve the quality of services it is not justiciable.

How to refer to the charter ?

• The following chapters in the charter are in two parts :

Status Position	What should customers expect ?
Information about the: Services and contact points, Customers, Delivery standards, Complaint mechanism	+What should customers expect and what is being done to improve the services for customers? JTips for customers

Postal services and facilities : Customers
Who are the customers?	What should customers expect ?
Post Office counter facilities: Individuals, Government , Departments, Businesses, Public and Private Organisations, Professionals Door to door delivery Household and offices. Postal services for communication, money and goods transfer, (within India and 190 countries) Government, Businesses, students, persons working away from home, individuals, professionals, Tourists (foreign parcels, picture postcards) Financial Services - Post Office Savings Schemes and Certificates, distribution of mutual funds, Small investors both in urban and rural areas, salaried persons, housewives, pensioners, senior citizens, contractors, Postal Life Insurance Employees of Government, Banks, Public Sector Undertakings, Rural Postal Life Insurance Indians having a rural address, Distribution of printed matter Small scale newspapers, periodicals, journals, for Registered newspaper, book post, periodicals. Philatelists, children - Postal stamp collection.	+ Customers will be treated courteously and without any prejudice, + Special care to the senior citizens and to the physically challenged, + Modern services and facilities will be introduced to meet the needs of the customers who rely on the postal network, + To take steps to understand the needs of the customers through surveys and other means. + Directory of Postal services so that customers can easily find out : o Local post offices timings, facilities available, delivery area, postmen beat, and number and designation of contact person o Post Offices where the service which is not offered by local post offices will be available,

Postal Services and Facilities : Customers
Organisations who use postal network to reach their customers	What should customers expect ?
Government departments, Central and State local bodies to : Extend facilities through more outlets, such as Speed Post Passport service, acceptance of Right to Information applications, implement social schemes like National Rural Employment Guarantee Scheme, old age pension, Financial institutions and banks for : distribution of mutual funds, loans, micro credit, receiving payments for money transfer. Manufacturers and other organizations and educational institutions for retailing products, admission forms through postal network. Insurance companies, banks, direct mailing and public utilities and private companies for : premia notices, bills, collection of bills and payments, contacting their customers. one to many or many to one communications. Government and Service providers for address verification.	+ Extend facilities through tie ups so that customers can get more facilities under one roof. + Each post office will inform customers of new facilities available in their post offices. + The responsibility of the post office in making these facilities available will be clearly stated.

Postal Products and Services
Products and Services which are used by individual and corporate customers.	What should customers expect ?
Communications (within India and for 190 countries) o Personal and business communication – letters, postcards, o Books, Literature for the Blind, Journals, Periodicals and Journals, Physical Transfer and distribution of goods o Parcels, sample packets, (within India and for 190 countries) o Speed Post- Domestic and abroad ( EMS) Speed Post Money Order. Insurance is also available. o