​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​ ​​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 their 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 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, Business Parcel, Express Parcel, Direct Post, Bill Mail Service, and Logistics Posts 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/

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


    S.No.Services / TransactionSuccess Indicators ​ Service Standards​Unit​
    Service Standards of various services for Departmental Post Offices
    1 Mails/Money Order​Time from posting / booking to delivery
    • Excludes day of posting , holidays & Sundays
    • Adverse effect due to reasons beyond the control of DOP like curfew, bandh, strike, cancellation of means of transport or off-loading /non-carriage of mails by carriers.​
    • Article/MO booked/delivered in BOs will take 1 day extra.
    • ​Standards apply to articles conforming to ​Gazette notification no: 486, dated 23.09.2013 (excluding MO),​and bearing correct address & Pin code
    ​Unit in Days /Minutes etc.
    1.1​ Delivery of First Class Mail & Registered Letter Local *
    2Working
    Days
    ​Metro-Metro**​ 2-4
    Same state 2-6
    State Capital to State Capital​ 3-5​​
    Rest of the Country  5-6
    1.2 Delivery of Speed Post articles Local * 1 – 2Working
    Days
    ​Metro-Metro 1-3
    State Capital to State Capital​ ​1-4
    Same State 1-4
    Rest of the Country  4-5​
    1.3 Delivery of Express Parcel​ Local * 2Working
    Days
    Metro – Metro**​ 2-3
    State Capital to State Capital  2-4
    Same State 2-4
    Rest of the Country  5-6​​
    1.4 Delivery of Business Parcel & Second Class Mail​ ​ Local *3Working
    Days
    Metro-Metro** ​ 4-5
    State Capital to State Capital4-6
    Same State3-6
    Rest of the Country 6-7

     * 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.
    ……..** Metro may be defined as municipal limits of the city w.r.t. Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru.
    ​​​​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 for Outbound articles booked in cities with OEs, i.e. Delhi, Mumbai, Kolkata, Chennai and Kochi. For articles booked at other locations, the timelines as per domestic speed post service standards will be added. ​
    Afghanistan3 to 7​​​Days
    Argentina5 to 9
    ​ Australia 4 to 8
    Austria 4 to 8
    Bahrain 4 to 8
    Bangladesh 3 to 7
    Barbados 5 to 9
    Belarus 5 to 9
    Belgium 4 to 8
    Bermuda 5 to 9
    Bhutan 3 to 7
    Botswana 6 to 9
    Brunei Darussalam 3 to 7
    Bulgaria 5 to 9
    Cambodia 3 to 6
    Canada 5 to 9
    Cape Verde 6 to 9
    Cayman Islands 5 to 9
    China 4 to 9
    Cuba 5 to 9
    Cyprus 5 to 9
    Democratic Republic of Congo 6 to 9
    Denmark 4 to 8
    Egypt 6 to 9
    El Salvador 5 to 9
    Eritrea 6 to 9
    Estonia 5 to 9
    Ethiopia 6 to 9
    Fiji 4 to 9
    Finland 4 to 8
    France 4 to 8
    Georgia 2 to 6
    Germany 4 to 8
    Ghana 6 to 9
    Greece 5 to 9
    Guyana 5 to 9
    Hongkong 3 to 6
    Hungary 3 to 7
    Iceland 4 to 8
    Indonesia 3 to 7
    Iran 4 to 9
    Iraq 4 to 9
    Ireland 4 to 8
    Israel 4 to 9
    Italy 4 to 8
    Japan 3 to 6
    Jordan 4 to 9
    Kenya 6 to 9
    Kuwait 4 to 8
    Latvia 5 to 9
    Luxemburg 4 to 8
    Macao 4 to 9
    Malawi 6 to 9
    Malaysia 3 to 7
    Maldives 3 to 7
    Mauritius 6 to 9
    Mexico 5 to 9
    Mongolia 4 to 9
    Morocco 6 to 9
    Namibia 6 to 9
    Nauru 4 to 9
    Nepal 3 to 7
    Netherland 4 to 8
    New Zealand 4 to 8
    Niger 6 to 9
    Nigeria 6 to 9
    Norway 4 to 8
    Oman 4 to 8
    Pakistan 3 to 7
    Panama 5 to 9
    Papua New Guinea 4 to 9
    Philippines 3 to 7
    Poland 5 to 9
    Portugal 4 to 8
    Qatar 4 to 8
    Romania 4 to 8
    Russia 5 to 9
    Rwanda 6 to 9
    Saudi Arabia 4 to 8
    Senegal 6 to 9
    Singapore 3 to 6
    South Africa 6 to 9
    South Korea 3 to 7
    Spain 4 to 8
    Sri Lanka 3 to 7
    Sudan 6 to 9
    Sweden 4 to 8
    Switzerland 4 to 8
    Taiwan 3 to 6
    Tanzania 6 to 9
    Thailand 3 to 6
    Tunisia 6 to 9
    Turkey 3 to 6
    UAE 4 to 8
    Uganda 6 to 9
    Ukraine 5 to 9
    United Kingdom (UK) 2 to 6
    United States of America (USA) 4 to 7
    Vietnam 3 to 7
    Yemen 4 to 8​
    ​​​​​​
    2 Financial Services -

    Money RemittanceTime from booking to transfer / payment Unit in Days /Minutes etc.
    2.1 Instant Money Order
    payment on same day.
    (service available at specified offices)
    Booking of imo to generation of ​receipt13Minutes
    Payment on production of code and ID by receiver at the destination post office​ 18​Minutes​
    2.2 Delivery of Money Order Local* and between Metro Cities **
    * Local – within Municipal City limits
    ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru
    2Working
    Days
    Rest of India 4
    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 required documents. ​ 10Minutes
    ​​3 (a)Post 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 dated receipt)
    Within the same Head Post Office​
    1
    Working
    Day
    From one Head Post Office to another Head Post Office7


    Working
    Days
    Requested at the transferee post office​15
    3.2 ​​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​​Working
    Days​
    ​​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 office 30Working
    Days
    3.4 Transfer of Savings Certificates Time taken from the receipt of application for transfer at the post office30Working
    Days
    ​3.5 Issue of Duplicate Certificate​ Time taken from the receipt of application along with required documents:
    -at the post office of issue of the Certificate
    30Working
    Days​
    Involving Investigation  90​Days​
    3 (b)Post Office Savings Bank (The standards apply to non CBS Post Offices only)
    3.1.1 Transfer of Accounts
    (Please collect dated receipt​)
    Request at any Head Post Office
    1
    Working Day

    Request at any Sub Post Office3Working Days 
    ​​ Deceased claim with nominationIf presented at Head Post Office (HO) or Sub Post Office (SO) (except time scale SO)​

    1
    Working Day​
    If presented at time scale SO7Working Days 
    Deceased claim​ 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 Day
    When presented at any SO(due to physical movement of application from SO to its HO and vice versa)​​​7Working Days 
    ​​3.1.2 Interest Posting ​​​1Working Day (Same day)
    ​​​​3.1.3Discharge of Saving Certificates at post office other than the office of purchase
    Requested at any Post Office1 Working Day
    Requested at any Sub Post Office in respect of the Certificates issued from 01.07.2016 on wards in printed passbook form.​​1 Working 
    Days
    ​Requested at any Sub Post Office in physical form issued before 01.07.2016​3​​Working 
    Day
    ​3.1.4Transfer of Certificates
    When presented at Head Post Office ​​1 Working Days (Same Day)
    Requested at any Sub Post Office in respect of the Certificates issued from 01.07.2016 on wards in printed passbook form.1 Working 
    Day
    ​​Requested at any Sub Post Office in physical form issued before 01.07.20163​Working 
    Day​s
    ​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
    •  Issue of acceptance letter
    • Issue of Policy Bond
    Time taken from the receipt of completed documents15







     Days​​
    4.2Maturity claim settlement/Paid up value of policy/Survival Benefit paymentTime taken from the receipt of completed documents30
    4.3Settlement of PLI / RPLI death claims​With/Without nomination (Time taken from the receipt of completed documents)​​30
    ​​​​Involving investigation
    ​​90
    ​​4.4​ Transfer of policy
    ​ (one Circle to another)
    Time taken from the receipt of completed documents​ 15Days
    ​​4.5​
    • Revival of policy
    • Conversion of policy
    Time taken from receipt of completed documents 15​Days
    ​​4.6
    • 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
     5Counter Services including Philately (excluding waiting time in queue)​                                       2-5​​Minutes
    ​ 5.1 Issue of My stamp at Philately Bureau
    30 Minutes
    ​ 6Service Standards of various services for Branch Offices

    Transactions for which the Branch Office is authorized
    6.1Sale of Stamps and stationeryTransaction Time at Branch Post Office3Minutes
    6.2​ 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
    7Transaction which are required to be authorized / routed through the Account Office
    7.1 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
    8​Service Standards of Public Grievance Redress
    8.1 Issue of Acknowledgement of complaint. (Instantaneous in case of web registration)On the day of receipt itself​​ ​On the day of receipt itself​ Day
    Days​
    8.2Settlement of ComplaintsTime from lodging of complaint60
    Days
    8.3 Settlement of complaint in cases requiring investigationTime from lodging of complaint90
    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
    1.6​To 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
    5.1​To 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
    2​Where 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 18691​ 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​

    General Manager (Business & Investments), Directorate of Postal Life Insurance, Chankyapuri Post Office Complex,
    New Delhi -110 021
    (For complaint relating to PLI/RPLI) ​gmo.pli@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 18.12.2017. The next review is due in December 2018. ​​​