RTI MANUAL-4

NORMS SET FOR THE DISCHARGE OF FUNCTIONS

NORMS FOR VARIOUS POSTAL SERVICES

Department of Posts is proud to have the largest postal network in the world. Our service area continues to expand to reach people even in hilly, difficult and inaccessible terrains. At the same time there is a continuous endeavor to improve our services/operations with innovative ideas and induction of technology. Our commitment towards rendering better service emanates from our Mission. Our Mission guidelines are:

Total dedication to understanding and fulfilling customer needs;

Total devotion to providing efficient and reliable service which the customers consider to be value for money;

Total commitment to providing 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

The Department has formulated and implemented in all major offices its citizen's charter, which is an expression of our commitment towards improving our services offered to make them more efficient and responsive and at the same time making our working more transparent to our valued customers.

The citizen's charter is an attempt to bring the Department closer to its customers.

Our Citizen's Charter Commitments

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 - http://www.indiapost.gov.in

Mails Services:

Letters, postcards, Inland letter cards, book packets, value payable post, parcels, Flat Rate Box, Logistics PostRegistration and insurance of postal articles and parcels covered by such facility.
Premium mail services like Speed Post, Business Post, Direct Post, Bill Mail Service, Express Parcel Post, etc.
Delivery services are provided by the designated delivery post offices and Branch Post Offices in villages.

Financial Services:

Money Transfer – Money Order, Instant money order, MO Videsh, Indian Postal Order, etc.
Post Office Savings Bank- Small Savings Schemes and Savings Certificates.
Postal Life Insurance and Rural Postal Life Insurance.

Philately:

Promotion of philately,
Issue of definitive postage stamps.
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:
Sale of postage stamps and postal stationery etc.
Booking of registered, insured, Speed Post and other mail articles etc.
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

Expectations from Service Recipients

Sl. No.		Expectations from Service Recipients
1	Mails Services	Address of addressee and sender should contain House Number, Name of Street, City, District, State and Pin Code.
2	Mails Services	Name of village of addressee and the name of the delivery Branch Post Office of the addressee. Post. http://www.indiapost.gov.in/MailProhibitions.html .
3	Mails Services	Phone number of the sender and addressee.
4	Mails Services	To conform to packing, size and content requirements for registered and Insured articles and parcels. http://www.indiapost.gov.in/MailProhibitions.html
5	Mails Services	To comply with instructions for articles prohibited by
6	Mails Services	To affix correct amount of postage on mail articles.
7	Mails Services	To provide Mail Box on the ground floor for each address in the multi storied building.
8	Mails Services	To notify the delivery post office of the change of address and provide the forwarding address.
9	Mails Services	To give proper authorization to his/her representative for receiving delivery of registered, insured, money orders and Speed Post etc.in his/her absence.
10	Money Order/Mails Services	To cooperate by producing ID on demand by Postmen or at the counter.
11	Money Order/Mails Services	To insist on obtaining receipts for articles and money orders booked.
12	Savings Bank / Cash Certificate Services	To provide Know Your Customer (KYC) documents as prescribed.
13	Savings Bank / Cash Certificate Services	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.
14	Savings Bank / Cash Certificate Services	Savings Bank / Cash Certificate Services:- To keep pass book updated and secure. Obtain receipt if passbook is handed over to the post office and check that the last balance in the Pass Book matches with that written in the receipt.
15	Savings Bank / Cash Certificate Services	To make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance and Rural Postal Life Insurance.
16	Financial Services	Not to disclose the code numbers of instant money orders and MO Videsh communicated by thePost Office to any person other than the recipient
17	Financial Services	To bring the officially valid ID for iMO payments.
18	Savings Bank / Cash Certificate/Postal Life Insurance Services	To collect receipt when handing over requests for transfer or deceased claim cases.
19	General / Public Grievance Redress Services	To lodge a complaint, if so desired; within 60 days of the transaction / availing of a service, relating to any deficiency in service.

Our norms for various services

Services/Transaction	Success Indicators	Service Standards	Unit
Mails	Time from posting/booking to delivery * Local – within Municipal City limits, ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru.	· Excludes day of posting, holidays and Sundays. · Maximum time · Articles posted before cut off time.
Delivery of Speed Post articles & First class mail i.e, letters, postcards, Inland letter cards, etc.	Local* and between Metro Cities**	2	Days
	Rest of India	4 - 6
Delivery of Registered / Insured articles, Express Parcel Post, Parcels, Book Packets, Registered Newspapers, etc.	Local* and between Metro Cities**	3
	Rest of India	5-7
International EMS articles	Exclusive of time taken in customs examination.	4-10
Instant Money Order –payment on same day. (service available at specified offices)	Booking	15	Minutes
	Payment on production of code and ID	20	Minutes
Money Order	Local* and between Metro Cities**	3	Days
Money Order	Rest of India	4-6	Days
Transfer of S. B. Accounts	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
Settlement of customer requests for deceased claims, issue of Duplicate Passbook and interest posting (in office other than Head Post Office)	Time taken for settlement starting from the time of receipt of completed documents.	7	Days
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
Transfer of Savings Certificate	Time taken from the receipt of application for transfer at the post office.	30	Days
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
Issue of Postal Life Insurance and Rural Postal Life Insurance Acceptance Letter and Policy Bond	Time taken from the receipt of completed documents	15	Days
Settlement on Maturity of PLI/RPLI policy	Time taken from the receipt of completed documents	30
Settlement of claims on death of PLI/RPLI policy holder	With nomination	30
	Without nomination – (time taken after production of required documents.)	30
	Involving investigation	90
Transfer of PLI/RPLI policy from one Circle to another	Time taken for settlement on receipt of request	10
Paid up Value of policy	Time taken for settlement on receipt of request	30	Days
Revival and conversion of PLI/RPLI policy	Time taken from receipt of request	15
Settlement of customer requests for loan against policies, change of address, change of nomination, assignment of policy and issue of duplicate policy bond	Time taken for settlement on receipt of request	10
Counter Services: Booking of articles Registered, Speed Post, Value Payable, Insured, Money Order, eMO, Premia collection for PLI/RPLI, sale of forms, bill collection, Savings Bank and Savings Certificate Transactions - Deposit, Withdrawals, updation of pass book	Transaction time at the counter (excluding waiting time in queue)	5	Minutes
Counter Services: 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
Grievance Redress Mechanism: acknowledgement of complaint. (Instantaneous in case of web registration)	Time from lodging of complaint By post or other means	7	Days
Settlement of Complaints	Time from lodging of complaint	60	Days
Settlement of complaint in cases requiring investigation	Time from lodging of complaint	90	Days

Compensation

We are not liable for any loss or damage to letters carried by the ordinary letter service. But in some cases you are entitled to compensation depending upon the type of service that you have availed. Compensation claims should be submitted to the Postmaster of the office where you booked the article after completing the formalities. However we suggest that you send your valuable mail either by Speed Post or Registered Post.

Norms For Administrative Functions

With respect to official dealings at the postal headquarters (Directorate), the time limits/norms as prescribed by Ministry of Finance and Planning Commission are adhered to on budget related matters. Norms as laid down by O&M Unit are followed to deal with the following items:-

Parliamentary references	Same day.
Audit Paras	Two weeks.
Inter Branch references/clarifications	One week.
VIP references	One week.
Public references	Two weeks

As per O&M guidelines, cases are disposed by not more than three levels. Ordinarily not more than two working days are taken for disposal of a case by the officer of the Division. List of pending cases are reviewed by Divisional head on monthly basis as prescribed.

Norms evolved (internal) for disposal of various Items of Work in Administrative Section

Sl. No	Item	Max. number of working days for disposal of application.
1.	Forwarding of applications for higher posts	10
2.	Grant of Leave	15
3.	Grant of Increment	During the 1^st week of the month in which increment is due.
4.	Honorarium	15
5.	Furnishing of various types of reports	By the due date
6.	Verification of various types of applications e.g. GPF, LTC advance etc.	05
7.	Pay fixation	10
8.	Issue of NOC	15
9.	Encashment of unutilized earned leave after retirement	07
10.	Acceptance of nominations of DCRG/Family Pension/GPF	10

Norms for disposal of cases in Cash &Accounts/Pay Bill Section

Sl. No.	Item of work	Working days required for disposal of case	Remarks
1.	GPF Advance/withdrawal	5
2.	GPF & Retirement Benefits (Except CGEGIS)	-	On the date of retirement provided requisite papers received from DA (P)
3.	CGEGIS	30	Subject to availability of Service Book complete in all respects
4.	LTC/TA/FTA Advance	5
5.	Final settlement of LTC/TA/FTA bills	5
6.	Festival Adv	-	2 days before the festival. Application for festival advance must reach seven days before the date of festival
7.	Honorarium/ OTA/Tuition Fee	-	Payment one in a month on 25^th of each month in r/o the applications received by 15^th of the month.
8.	HBA	30
9.	Motor Car/Computer/Scooter	15	Subject to release of funds by Budget Section
10.	Cycle & Other Short term advances	7
11.	Assignment of CGEGIS fund to financial institutions	5
12.	Medical Advance	5
13.	Medical Reimbursement	25	Subject to the claims being complete
14.	Telephone Bills	5
15.	Contingent Bills	5
16.	News Papers Bills	5	Payment once in a month on 20^th of each month in r/o the applications received by 15^th of the month.
17.	Conveyance/Tea/Other Petty bills	5
18.	Air India/India Air Lines Bills	20

19.	Assessment of Income Tax	-	Twice during the year. Once in Nov. of each year & the final assessment in Feb. of each year.
20.	Issue of Form 16	-	30^th April of each year
21.	Submission of Income Tax Return in Form 24	-	31^st May of each year
22.	Fixation of Pay	15
23.	Arrears after pay fixation	30
24.	Periodical Increment Certificates	-	By 15^th of each month
25.	Disbursement of salary	-	On the last date of each month, except for the month of March payment for which is made on the Ist working day of April.
26.	Credit of undisbursed A/c	-	Before salary date
27.	Schedules	-	By 10^th of each month
28.	Service Verification	15
29.	GPF Statement of Class IV Staff	-	By 31^st July of each year
30.	GPF Statement of Other Staff	15	After receiving from DA (P)
31.	Reconciliation of Accounts with DA (P)	-	By 10^th of each month
32.	Payment of DA arrears	5
33.	Payment of Bonus	10
34.	Pay Advance	5
35.	Pay Certificate/LPC	15
36.	Deposit of Cheques to P.O.	2
37.	Payment by Cashier	2
38.	NDMC/MCD Guarantee	2
39.	RE/BE/FG	-	As per scheduled time
40.	Parliament Questions	-	-do-
41.	Periodical Statements	-	-do-
42.	Audit Objection	-	-do-

Norms for opening for post offices in Rural areas.
The following norms for opening of Branch Post Offices in rural areas came into effect from 1st April, 1991.

Population

In normal areas 3000 population in group of villages.
In hilly tribal desert and inaccessible areas, 500 population in an individual village or 1000 in a group of villages.

Distance

In normal areas, the minimum distance from the nearest existing post office will be 3 km.
In hilly, tribal, desert and inaccessible areas, the distance limit will be the same except that the hilly areas, the minimum distance limit can be relaxed by the Directorate in cases where such relaxation is warranted by special circumstances which should be clearly explained while submitting a proposal.

Anticipated Income

In normal areas, the minimum anticipated revenue will be 33.33 % of cost.
In hilly, tribal, desert and inaccessible areas, the minimum anticipated income will be 15% of the cost.

Norms for opening of post offices in Urban areas.

Initially the SO should be self supporting but at the time of the first annual review, it should show a 5% profit to be eligible for further retention.
The minimum distance between two post offices is 1.5 km in Cities with population of 20 lakhs and above and 2 km in Urban areas.
No Extra Departmental PO will be opened in future in Urban areas.
Heads of circles will continue to have powers to relax the distance conditions in 10% of the cases but this power should be exercised personally and not by delegation.

Norms for delivery post offices.

The proposed delivery office should have a well demarcated delivery jurisdiction so as to minimize errors in TD Sorting.
The minimum strength of postmen justified on the existing basis should not be less than 7.
There will be no requirement of a minimum distance between the proposed delivery office and the nearest existing delivery office in view of 1 above.
In case of new townships/individual estates and new colonies, heads of circles and regions will have the power to relax the condition of a minimum contingent of 7 postmen to open a delivery sub office or to convert a non-delivery office in to a delivery office.