​​​RIGHT TO INFORMATION MANUAL​ - A​

RIGHT TO INFORMATION ACT 2005

GOVERNMENT OF INDIA, MINISTRY OF COMMUNICATIONS AND INFORMATION TECHNOLOGY, DEPARTMENT OF POSTS

An Act to provide for setting out the practical regime of right to information for citizens to secure access to information under the control of public authorities, in order to promote transparency and accountability in the working of every public authority, the constitution of a Central Information Commission and State Information Commissions and for matters connected therewith or incidental thereto.

RIGHT TO INFORMATION​ MANUAL-A

Citizen’s Charter of Department of Posts

A declaration of our service commitment to excellence in service to customers of the Department ​​

Our Vision

India Post’s products and services will be the 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.
  • To provide the mail, parcel, money transfer, banking, insurance and retail services with speed and reliability.
  • To provide services to customers on value-for money basis.
  • To ensure that the employees are proud to be its main strength and 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 print media.
  • Government organizations.
  • Other postal administrations.
  • Philatelists.

Our Services

  • Mails Services

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

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

    Promotion of philately:

    1. Issue of definitive postage stamps.
    2. 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 :

    1. Sale of postage stamps and postal stationery etc.
    2. Booking of registered, insured, Speed Post and other mail articles etc.
    3. 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/


  • Service Standards of services provided by the Department of Posts (DOP)
    S.No.Services/TransactionSuccess IndicatorsService StandardsUnit
    AService Standards of various services for Departmental Post Offices
    1MailsTime from posting / booking to delivery
    • Excludes day of posting,
      holidays and Sundays
    • Maximum time
    • Articles posted before cut off time
    Unit in Days /Minutes etc.
    1.2 Delivery of First class mail
    i.e, letters, postcards, Inland letter cards, etc.
    Local* and between Metro Cities**
    * Local – within Municipal City limits
    ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru
    2Days
    Rest of India4-6
    ​1.3 Delivery of :
    • Registered / Insured articles
    • Express Parcel Post
    • Second Class Mails i.e Parcels, Book Packets, Registered Newspapers, etc.
    Local* and between Metro Cities**
    * Local – within Municipal City limits
    ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru
    3Days
    Rest of India5-7
    1.4Delivery of Speed Post articlesLocal* and between Metro Cities**
    * Local – within Municipal City limits
    ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru
    2Days
    Rest of India4-6
    1.5International EMS articles
    • All International Mail articles are subject to customs examination.
    • Period for customs examination/ detention is not included in the service standards
    4-10Days
    Financial Services
    2.1Money TransferTime from booking to transfer / paymentUnit in Days /Minutes etc.
    2.1.1Instant Money Order payment on same day.
    (service available at specified offices)
    Booking to transfer to payee post office15Minutes
    Payment on production of code and ID by receiver at the destination post office20
    2.1.2Money OrderLocal* and between Metro Cities**
    * Local – within Municipal City limits
    ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru
    3Days
    Rest of India4-6
    2.2Post Office Savings Bank
    2.2.1Opening of account,
    closing of account,
    withdrawal and deposit.
    Please see Counter Services
    2.2.2Transfer 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
    1Days
    When request is for transfer of accounts in post offices which are under different Head Post Offices7
    When request is made at the transferee post office20
    2.2.3 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 documents7Days
    2.2.4 Savings Certificate
    • Issue of Savings Certificate
    • Discharge of Savings Certificate at the post office of purchase
    Please see Counter Services
    2.2.5Discharge of Savings Certificates at post office other than the office of purchaseTime taken from the receipt of application for discharge of certificates at the post office30Days
    2.2.6Transfer of Savings CertificatesTime taken from the receipt of application for transfer at the post office30Days
    2.2.7Issue of Duplicate CertificateTime taken from the receipt of application along with required documents:
    at the post office of issue of the Certificate
    30Days
    2.3Postal Life Insurance and Rural Postal Life Insurance
    2.3.1
    • Acceptance Letter
    • Issue of Policy Bond
    Time taken from the receipt of completed documents15Days
    2.3.2Settlement on Maturity of policy30
    2.3.3Settlement of PLI/RPLI death claimsWith nomination30Days
    Without nomination – (time taken after production of required documents)30
    Involving investigation90
    2.3.4Transfer of policy from one Circle to anotherTime taken from the receipt of completed documents10Days
    2.3.5 Paid up Value of policyTime taken for settlement on receipt of request30Days
    2.3.6
    • Revival of policy
    • Conversion of policy
    Time taken from receipt of request15Days
    2.3.7 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
    2.3.8To issue license for Franking MachinesTime taken for grant of license on receipt of request10Days
    2.3.9To renew license for Franking MachinesTime taken for grant of license on receipt of request5Days
    3​Counter Services
    3.1Sale of Stamps and StationaryTransaction time at the counter (excluding waiting time in queue)3Minutes
    3.2Booking of articles: Registered, Speed Post, Value Payable, Insured, Money Order, eMO, Premium collection for PLI/RPLI, sale of forms and bill collection.Transaction time at the counter (excluding waiting time in queue)5Minutes
    3.3Philately services are available at Philately Bureaux / Counters in limited post officesNo time norm could be hard and fast prescribed here for completing transactions as customers take their own time to choose and select products. Yet it is expected that the transaction would be concluded by the customer within a day.1Day
    3.4 Savings Bank and Savings Certificate Transactions:
    Deposit, Withdrawals, update records of pass book
    Transaction time at the counter (excluding waiting time in queue)5Minutes
    3.5 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)15Minutes
    BService Standards of various services for Branch Post Offices
    4Transactions for which the Branch Post Office is authorized
    4.1Sale of Stamps and stationeryTransaction Time at Branch Post Office3Minutes
    4.2 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
    5Transaction which are required to be authorized / routed through the Account Office
    5.1 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 Post Offices.Days
    CService Standards of Public Grievance Redress
    6.1Issue 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 means7Days
    6.2Settlement of ComplaintsTime from lodging of complaint60Days
    6.3 Settlement of complaint in cases requiring investigation in cases requiring investigation Time from lodging of complaint90Days
    Miscellaneous
    D.1Expectations from Service Recipients
    Mails
    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 confirm 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, C​lick 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
    Financial Services
    4.1Not to disclose the code numbers of instant money orders and MO Videsh communicated by the Post Office to any person other than the recipient
    4.2To bring the officially valid ID for iMO payments
    5Savings Bank / Cash Certificate/Postal Life Insurance Services
    5.1To collect receipt when handing over requests for transfer or deceased claim cases
    6​ General / 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
    When 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.
    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 www.indiapost.gov.in or at www.pgportal.gov.in
    • By hand or by Post at:
      • any of the 11,103 Sevottam Compliant Customer Care Centers in the
        country
      • Post Office where transaction took place
      • Office of Senior Superintendent of Post 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).
    How to lodge complaints
    • Online complaints require filling up of the forms to capture all details
    • In other cases complete information needs to be given with reference
      to the transaction, service failure and proof of transaction
    Acknowledgement 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 7 days.
    Time for redress
    • 60 days
    • Complaints requiring investigations 90 days.
    Escalation 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.
    Nodal officer for handling grievances at HQ levelDDG (PG), Department of Posts, Dak Bhavan, New Delhi. 110001. email – pgdiv@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 issued in 2012 after consultation with stakeholders. The next review date is due in August, 2013.
    Working Group for Citizen’s/Client’s Charter (WGCC) and Various Stakeholders sharing views during the Review of Citizen’s / Client’s Charter of the Department of Posts