|
 Citizen's
Charter
Our Vision
India
Post shall be a socially
committed, technology driven, professionally managed and
forward looking organization.
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:
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Total dedication to
understanding and fulfilling customer's
needs |
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Total
devotion to provide efficient and reliable services, which customers
consider to be value for money. |
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Total commitment to
provide challenging and rewarding career for
every employee. |
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Total recognition of the
responsibilities as a part of the social,
industrial and commercial life of the
country |
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Total enthusiasm to be
forward looking and innovative in all areas.
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Quality Policy
India Post aims to provide high quality
mail, parcel and related services in
India and throughout the world and to be recognized
as an efficient and excellent organisation exceeding the
expectations of the customers, employees and the
society; to perform the task by:
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Total dedication to
understand and fulfill customer's needs |
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Total devotion to
providing efficient and reliable services
as per well laid service quality
norms, which customers consider to be value
for money. |
Each
outlet of Department of Posts would strive to serve the
customers as per the quality norms.
Our Customers
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All citizens of India and
users of postal service all over the world. |
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Institutions like Banks,
Educational Institutions, Medical and Health
related institutions, religious institutions and
others who have significant mail related
requirements. |
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Private businesses that
require document and parcel related mail
services to facilitate their traditional
business as well as e-commerce. |
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Government organizations at
the Centre and States including ministries,
departments, commissions, independent bodies,
public sector units and other public
authorities. |
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Non-governmental
organizations. |
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Our suppliers of equipment
and stationery. |
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Others. |
Objectives of this
Citizen’s Charter
This Citizen’s Charter is adopted at the
Headquarters of the Department of Posts to serve as a
guideline charter for the post offices across the
country for them to formalize and state our commitment
towards improvement of our services with a customer
focus. It is framed on the basis of careful analysis of
customer feedback and suggestions received in structured
surveys carried out by the Department during June -
December, 2006.
Our Services
The
Department of Posts provides various services depending
on customer requirements to extend the benefit of its
huge network in the area of Communication
Services(Letters, Postcards etc.), Transportation
Services (Parcels, Logistics Post), Financial Services
(Savings Bank, Money Order, International Money Transfer
Service, Public Private Partnership for extending
financial service outreach through the post office
network, Postal Life Insurance) and Premium Value added
Services (like Speed Post, Business Post, Retail Post).
We provide the communication, transportation and Banking
Services in all places in the country. We provide our
premium services in identified locations as per customer
requirements and infrastructure availability.
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We will treat our
customers with courtesy and a helpful
attitude. |
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We will provide services
as per quality specifications drawn out
taking customer expectations and
infrastructure availability into account. |
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We will make basic postal
and financial services available and
accessible to all citizens of the country. |
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We will take good care of
our customers and respond to their enquiries
and complaints promptly. |
Service Specifications
Delivery
norms for communication and transportation services.
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MAIL
DESTINATION |
DATE
OF DELIVERY |
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Within
city/town/district |
Within
2 days after day of posting |
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Inter-metro |
Within
2 days after day of posting |
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Within
state |
Within
3 days after day of posting |
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Inter-State
Capital |
Within
3 days after day of posting |
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Inter
- State |
Within
3-5 days after day of posting |
In case of hilly and remote areas longer
time may be required as per specific local conditions
and availability of means of transmission of mail. In
case of parcels and registered articles one extra day
may be required. We aim to deliver 90% of the mail
within the norms subject to correct addressing and other
requirements being fulfilled by the customer.
Financial Services
|
Type |
Savings Activity |
Post office |
Time Frame |
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Saving Account |
Opening of account |
Head post office |
Same day |
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Sub Post office |
Same day |
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Transfer of account |
Application given at P.O
where account Stands |
Within 10 working days |
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Application given at
transferee P.O. |
Within 20 working days |
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Closure/premature closure
of account |
Head Post Office |
Same day |
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Sub Post office |
Within 2 working days |
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Branch Post Office |
Within 7 working days |
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Settlement of deceased
claim case |
With nomination |
Within 10 working days |
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Without nomination but with
proof of succession |
Within 30 working days |
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Issue of duplicate passbook |
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Within 7 working days |
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Return of passbook
(received for insert posting) |
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Within 10 working days |
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Certificates |
Issue of certificate |
Head post office |
Same day |
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Sub Post Office |
Same day |
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Extra Departmental Post
Office |
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Transfer of KVP/NSC |
Application at Post Office
of registration |
Within 10 working days |
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Application at other Post
Office |
Within 20 days |
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Issue of Duplicate Certificate |
Office of issue
Other Office |
Within 15 days
Within 30 days |
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Encashment of IVP/KVP/NSC |
Office of issue |
Same day |
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Other Office |
Within 30 working days |
Insurance Services: Postal Life
Insurance
|
Issue of
acceptance letter |
Within 1 month
when all formalities are completed |
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Issue of Policy Bond |
Within 1 month when all
formalities are completed |
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Inter- Circle transfer
of policies |
Within 15 days when all
formalities are completed |
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Settlement of claims on
maturity completed in all respects |
Within 30 days when all
formalities are completed |
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Settlement of claim on
death with nomination |
Within 3 months when
all formalities are completed |
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Paid up value |
Within 1 month when all
formalities are completed |
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Loan for policies |
Within 1 months when
all formalities are completed |
Premium Services
|
Type Of Service |
Day Of Delivery |
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Speed Post |
1-3 days depending
upon distance/ destination |
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Express Post |
2-4 days depending upon
destination |
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e-Post |
1 day between e-Post
centres |
To enable us to
provide our services in a smooth manner we request our
customers to ensure the following:-
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To stand in a queue at the
assigned counter for the service they avail. |
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To fill up requisite forms
related to the service in legible handwriting or
clear print before coming to the counter. |
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To affix correct amount of
postage on the articles they book or post. |
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To pack articles posted in
the prescribed manner. The information regarding
the way to pack and protect the articles can be
obtained from the Inquiry Counter or Customer
Care Centres at the post offices. |
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To ensure that contraband or
prohibited goods are not sent. |
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For articles weighing more
than 200 grams, the packing should be in such a
way as to allow its opening and security check
before re-closing effectively. |
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To write and complete address
on mail including House No., Name of Street,
Locality, City, District, PIN Code of both the
addressee and the sender legibly. |
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To ensure that the size of
the article strictly conforms to the laid down
standards. |
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To provide telephone numbers
of addressee in case of premium services. |
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To post letters early in the
day so that it can be sent out on the same day. |
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To handover greeting cards
during the peak season at the counter or in the
appropriate letterbox provided for the purpose. |
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To pre-sort the mails
according to the delivery post office, town or
district and prepare separate bundles to ensure
speedier transmission. |
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To use postbox or postbag
facility at the delivery post office if a bulk
recipient of mail. |
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To have mail box on the
ground floor if residing in a multistoried
building. |
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To inform about change in
address. |
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In case of all financial
transactions, insist on having a receipt before
leaving the counter whether at the time of
opening a new account or handing over your
passbook for interest posting. |
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In case transaction through
agents, to check the authenticity of their
agency. |
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To pay attention to your
passbook by keeping it up-to-date. |
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To make nominations properly
and promptly. |
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visit our websites for
further details :-
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In case customers have
any complaint in relation to our services:-
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They can approach the post
office concerned for a response thereto and if
required give a complaint in writing to the
Postmaster for further enquiry and response
through the concerned customer care centres. |
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Approach the customer care
centre whose details are available with the post
office of their locality directly by sending a
letter by post with the details of their
complaint. |
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Register the complaint online
at the website:
www.indiapost.gov.in |
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Write to the Sr.
Superintendent of Post Offices/Superintendent of
Post Offices if no reply is received within a
period of one month from the date of making a
complaint. |
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Write to the Postmaster
General/Chief Postmaster General of the
Region/Circle if no reply is received even after
writing to the Divisional Head. |
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Write to the Deputy Director
General (PG&QA), Dak Bhavan, Sansad Marg, New
Delhi –110001 if no reply is received from field
units. |
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In all cases, complaints are
received and acknowledged on the same day by the
post office/customer care centre concerned. |
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In case the enquiry takes
more than a month for conclusion, the customer
would get an interim reply from the customer
care centre along with the expected time by
which the final response can be given to
him/her. |
Time norms for settlement
of complaints
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Acknowledgement of complaints submitted in
person |
Same day |
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Acknowledgement of complaint sent by post |
Within 1-7
days of receipt of the complaint depending
on delivery norms |
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Settlement of
complaints of all kinds/ interim reply with
expected time for settlement of complaint |
Within one
month of receipt of complaint |
Contact Details of Nodal
Officer at Apex Level
| Ms. Kalpana Tewari |
| Deputy Director General
(PG & QA) |
| Department of Posts, |
| 2nd Floor, Dak
Bhawan |
| Parliament Street |
| New Delhi - 110001. |
| Tel :
23096094, 23036172 |
|
e-mail :
kalpanat@indiapost.gov.in |
Feedback
The above Citizen’ s Charter is
proposed to be adopted by India Post. We would like to
take your views into account as customers of the
organisation. You may send your inputs to the
address/e-mail ID mentioned above. |
