About Us

Citizen Charter
​​​​​​​​​​​​​​​​ ​​Citizen Charter Image​​​ ​Citizen Charter​

​Citizen’s Charter of Department of Posts

Ministry of Communications and Information Technology, Government of India

A declaration of its service commitment to the customers​​

  • Our Vision

    India Post’s products and services will be 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
    • Ensuring customer satisfaction by providing services with speed, reliability and on value-for-money basis
    • To ensure that the employees 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 media
    • Government organizations
    • Other postal administrations
    • Philatelists
  • Our Services                  

    Mails Counter Services
    • Letters, postcards, Inland letter cards, book packets, value payable post, parcels, Flat Rate Box, Logistics Post, ePost, etc.
    • Registration and insurance of postal articles and parcels covered by such facility
    • Premium mail services like Speed Post, Business Post, Direct Post, Bill Mail Service, Logistics Post, etc.
    • Delivery services are provided by the designated delivery post offices and Branch Post Offices
    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, PLI Premium and philately products. 

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

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  • Service Standards of services provided by the Department of Posts (DOP)

    ​ For All Categories of Mail the Delivery in Branch Offices will take one additional Day. *Local shall mean: a. Articles booked and to be delivered within identified PIN codes-for Metro Cities. b. Articles booked and to be delivered within Municipality limit-for cities other than Metro cities. c. Articles booked and to be delivered within the same PIN code delivery jurisdiction- for Small Towns (Kasbas) or Mufussil areas having no defined town delivery area ​
    S.No.Services / TransactionSuccess Indicators ​ Service StandardsUnit
    AService Standards of various services for Departmental Post Offices
    1MailsTime from posting / booking to delivery
    • Excludes day of posting for articles booked after cut-off time, holidays & Sundays
    • Excludes adverse effect of curfew, bandh, strike, cancelllation of means of transport or off-loading /non-carriage of mails by carriers due to reasons beyond the control of the Deptt of Posts (DOP)
    • Standards apply to articles conforming to Gazette notification no: 486, dated 23.09.2013, and bearing correct address & Pin code
    Unit in Days /Minutes etc.
    1.1 Delivery of First Class Registered and Unregistered MailLocal *
    2Days
    Between Metro cities (Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru)2-4
    Same state2-6
    State Capital to State Capital​3-5​​
    Rest of the Country 5-6
    1.2 Delivery of Express Parcel Local * 2Days
    ​Metro-Metro2-3
    State Capital to State Capital​​2-4
    Same State2-4
    Rest of the Country 5-6
    1.3Delivery of Business ParcelLocal *3Days
    Between Metro cities (Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru)4-5
    State Capital to State Capital 4-6
    Same State3-6
    Rest of the Country 6-7
    1.4Delivery of Speed Post articles Local *1-2Days
    Metro-Metro1-3
    State Capital to State Capital1-4
    Same State1-4
    Rest of the Country4-5

    ​For All Categories of Mail the Delivery in Branch Offices will take one additional Day. * Local shall mean:
     a. Articles booked and to be delivered within identified PIN codes-for Metro Cities.
     b. Articles booked and to be delivered within Municipality limit-for cities other than Metro cities.
     c. Articles booked and to be delivered within the same PIN code delivery jurisdiction- for Small Towns (Kasbas) or   Mufussil areas having no defined town delivery area
    ​​​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. These are “End to End” delivery standards.
    Group 'A': United Kingdom 2-6​Days
    Group 'B': Hong Kong, Singapore, Taiwan, Thailand 3-6
    Group 'C': Afghanistan, Bangladesh, Bhutan, Maldives, Nepal, Pakistan, Sri Lanka (SAARC); Brunei Darussalam, Cambodia, Indonesia, Japan, Malaysia, Philippines, South Korea, Vietnam​3-7
    Group 'D': USA​4-7​
    Group 'E': Austria, Belgium, Denmark,
    Finland, France, Germany, Iceland, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland (Western Europe except UK); Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, UAE , Yemen (Gulf) ​
    4-8
    Group 'F': Australia, Fiji, Nauru, New Zealand, Papua New Guinea (Oceania); China, Macao, Mongolia; Iran, Iraq, Israel, Jordan, Turkey (Middle-east)4-9
    Group 'G': Argentina, Barbados, Bermuda, Canada, Cayman Islands, Cuba, El Salvador, Guyana, Mexico and Panama (Caribbean, North America excluding USA and South America); Belarus, Bulgaria, Cyprus, Estonia, Georgia, Greece, Hungary, Latvia, Poland, Romania, Russia, Ukraine (Eastern Europe)5-9​
    Group 'H': Botswana, Cape Verde, Democratic Republic of Congo, Egypt, Eritrea, Ethiopia, Ghana, Kenya, Malawi, Mauritius, Morocco, Namibia, Niger, Nigeria, Rwanda, Senegal, South Africa, Sudan, Tanzania, Tunisia, Uganda (Africa)6-9​
    2Financial Services

    Money RemittanceTime from booking to transfer / payment Unit in Days /Minutes etc.
    2.1Instant Money Order
    payment on same day.
    (service available at specified offices)
    Booking to transfer to payee post office13Minutes
    Payment on production of code and ID by receiver at the destination post office18
    2.2Delivery of Money OrderLocal* and between Metro Cities **
    * Local – within Municipal City limits
    ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru
    2Days
    Rest of India4
    2.3 International Money Transfer Service (Payments of instant Inward remittances received through Money Transfer operators like Western Union / MoneyGram) (Service available at specified offices)Payment on production of code and KYC documents, as per risk categorization, by receiver at the destination post office subject to availability of internet connectivity and sufficient cash.15Minutes
    2.4 Mobile Money Transfer Service-Payment on the same day (Facility available in MMTS covered Post Offices Sender and receiver both require working mobile connections). Prerequisites and technical conditions are available at the website of India Post.Registration of details by PO in the mobile application as mentioned by the remitter in the Cash-in Form.5Minutes
    Payment on production of secret code and confirmation SMS by receiver at the destination post office.5
    3Post Office Savings Bank (The standards apply to non CBS Post Offices only)
    ​​
    Opening of account,
    closing of account,
    withdrawal and deposit
                                  Please see Counter Services.
    3.1 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
    Day
    When request is for transfer of accounts in post offices which are under different Head Post Offices7Days
    When request is made at the transferee post office20
    3.2Settlement 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 documents7Days
    3.3 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 office30Days
    3.4Transfer of Savings CertificatesTime taken from the receipt of application for transfer at the post office30Days
    ​3.5Issue of Duplicate Certificate​Time taken from the receipt of application along with required documents:
    -at the post office of issue of the Certificate
    30Days
    Involving Investigation 90
    3.1Post Office Savings Bank (The standards apply to non CBS Post Offices only)
    3.1.1 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 presented at any Head Post Office


    1
    Working Days (Same Day)
    - When request is for transfer of accounts presented at any SO (Due to physical movement of application and KYC documents from SO to its HO and vice versa) 7Working Days 
    Settlement of customer requests for : Deceased claimsTime starting from the time of receipt of completed documents
    With Nomination or Legal EvidenceIf presented at HO or SO (except time scale SO) 


    1
    Working Days (Same Day)
    If presented at time scale SO7Working Days 
    Without Nomination 
    If presented at HO or SO and within powers of HO or SO

    1
    Working Days (Same Day)
    If beyond powers of HO or SO and within powers of Divisional Heads7Working Days 
    If beyond powers of Divisional Office10​Working Days 
    Issue of Duplicate Passbook
    When presented at HO


    1
    Working Days (Same Day)
    When presented at any SO(due to physical movement of application from SO to its HO and vice versa)​​​7Working Days 
    ​3.1.2Interest Posting ​7Working Days
    ​3.1.3Discharge of Saving Certificates at post office other than the office of purchase
    When presented at HO 1 Working Days (Same Day)
    When presented at SO (due to physical movement of application from SO to its HO and vice versa)7 Working 
    Days
    ​3.1.4Transfer of Certificates Time taken from the receipt of application for transfer at the post office
    When presented at HO  1 Working Days (Same Day)
    When presented at SO (due to physical movement of application from SO to its HO and vice versa) 7 Working 
    Days
    ​3.1.5Issue of Duplicate Certificate
    Time taken from the receipt of application along with required documents :
    - At the post office of issue of the certificate (No change in procedure after introduction of CBS)​
    30Days
    ​​​​4Postal Life Insurance and Rural Postal Life Insurance
    4.1
    •  Acceptance Letter
    • Issue of Policy Bond
    Time taken from the receipt of completed documents15Days
    4.2Settlement on Maturity of policy Time taken from the receipt of completed documents30Days
    4.3Settlement of PLI / RPLI death claimsWith nomination30Days
    Without nomination – (time taken after production of required documents)30
    Involving investigation90
    4.4 Transfer of policy from one Circle to anotherTime taken from the receipt of completed documents10Days
    4.5 Paid up Value of policyTime taken for settlement on receipt of request30Days
    4.6
    • Revival of policy
    • Conversion of policy
    Time taken from receipt of request15Days
    4.7 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 10Days
    5Franking Machine
    5.1To issue license for Franking MachinesTime taken for grant of license on receipt of request 
    7
    5.2To renew license for Franking MachinesTime taken for grant of license on receipt of request 
    3
    6Counter Services
    6.1Sale of Stamps and StationaryTransaction time at the counter (excluding waiting time in queue)2Minutes
    6.2Booking of articles: Registered, Speed Post, Value Payable, Insured, Money Order, eMO, Premium collection for PLI/RPLI, sale of forms and bill collectionTransaction time at the counter (excluding waiting time in queue)3Minutes
    6.3Philately services are available at Philately Bureaux / Counters in limited post officesSale of Commemorative postage stamps
    2Minutes
    Sale of First day covers/brochures/special covers 
    2Minutes
    MinutesSale of other philatelic Ancillaries 
    2Minutes
    Issue of First day cancellation 
    5Minutes
    Supply of Philately products in respect of online orders received from e -post offices/e -commerce companies
    1Days Dispatch Time 
    Opening of Philately Deposit Account at Philately Bureaux 
    30Minutes
    Accepting Philately Deposit application in Philatelic counter and Pos other than Philately 
    5Minutes
    Issue of My stamp at Philately Bureaux ​
    30Minutes
    ​6.4 Savings Bank and Savings Certificate Transactions:
    Deposit, Withdrawals, updation of pass book
    Transaction time at the counter (excluding waiting time in queue)5Minutes
    6.5 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)5Minutes
    7Service Standards of various services for Branch Offices

    Transactions for which the Branch Office is authorized
    7.1Sale of Stamps and stationeryTransaction Time at Branch Post Office3Minutes
    7.2 Miscellaneous Services:
    • Booking of Registered Articles
    • Booking of Money Orders
    • Collection and Payment of PLI premium
    • Post Office Savings Bank Deposit
    • Post Office Savings Bank Withdrawals up to Rs. 5000/-, etc.
    Transaction Time at Branch Post Office10Minutes
    8Transaction which are required to be authorized / routed through the Account Office
    8.1 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 OfficesDays
    9Service Standards of Public Grievance Redress
    9.1Issue of Acknowledgement of complaint. (Instantaneous in case of web registration)Time from lodging of complaint at Customer Care Centre1Day
    Time from lodging of complaint By post or other means3Days
    9.2Settlement of ComplaintsTime from lodging of complaint60Days
    9.3 Settlement of complaint in cases requiring investigation Time from lodging of complaint90Days
    DMiscellaneous
    D.1Expectations from Service Recipients
    1Mails
    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)
    1.2To conform to packing, size and content requirements for registered and Insured articles and parcels, click here
    1.3To comply with instructions for articles prohibited by Post, click here
    1.4To affix correct amount of postage on mail articles
    1.5To provide Mail Box on the ground floor for each address in the multi storied building
    1.6To notify the delivery post office of the change of address and provide the forwarding address
    1.7To give proper authorization to his/her representative for receiving delivery of registered , insured, money orders and Speed Post etc. in his/her absence
    2Money Order / Mails Services
    2.1To cooperate by producing ID on demand by Postmen or at the counter
    2.2To insist on obtaining receipts for articles and money orders booked
    3Savings Bank / Cash Certificate Services
    3.1To provide Know Your Customer (KYC) documents as prescribed
    3.2To 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
    3.3To 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
    3.4To make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance and Rural Postal Life Insurance
    4Financial Services
    4.1Not to disclose the code number/Secret code of instant money order, MO Videsh and Mobile Money Remittance Service communicated by the Post Office to any person other than the recipient/s.
    4.2To bring the officially valid ID for iMO payments
    4.3While availing of the Mobile Money Remittance Service, production of secret code (as communicated by sender) and confirmation SMS (as sent by PO to the receiver) at the destination post office by the receiver
    5Savings Bank / Cash Certificate/Postal Life Insurance Services
    5.1To collect receipt when handing over requests for transfer or deceased claim cases
    6General / Public Grievance Redress Services
    6.1To 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
    1When to lodge the complaintsComplaints 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
    2Where to lodge the ComplaintsComplaints 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 http://ccc.cept.gov.in/ComplaintRegistration.aspx or at www.pgportal.gov.in
    • By hand or by Post at:
      • any of the 16,174 Sevottam Compliant Customer Care Centers in the country
      • Post Office where transaction took place
      • Office of Senior Superintendent of Post Offices/ Superintendent of Posts 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)
    3How to lodge complaints
    • Online complaints require filling up of the forms to capture all the details
    • In other cases complete information needs to be given with reference to the transaction, service failure and proof of transaction
    4Acknowledgement 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 3 days
    5Time for redress
    • 60 days (if delay is expected an interim reply within 60 days to follow indicating the reason for delay and additional time required for redress)
    • Complaints requiring investigations (Interim reply may be given) - 90 days
    6Escalation of complaints not redressed within stipulated timeIn 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
    7 Nodal officers for handling grievances at HQ levelDDG (PG), Department of Posts, Dak Bhavan, New Delhi. 110001 (other than PLI). ddgpgq@indiapost.gov.in​

    Ms. Meera Tshering, General Manager (Business &Investments), Directorate of Postal Life Insurance, Chankyapuri Post Office Complex,
    New Delhi -110 021
    (For complaint relating to PLI/RPLI),Helpline-011-​
    24122169,09868388925(Mob.),
    mtshering@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 revised on 04.07.2016. The next review is due in February, 2017​