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15th March 2006: A
commemorative postage stamp on “ World
Consumer Rights Day”
Citizen’s charter India Post, |
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Contents |
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New Services
Direct Post
ePayment
eIOD Bill Mail
Service National
Bill Mail Service
Everyone is familiar with the post
office but the varied range of services post offices provide is not widely
known. For more details on products and services visit : www.indiapost.gov.in |
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Our Vision India Post shall be a socially committed, technology driven, professionally managed and forward looking organization. |
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In
February 1911, a French pilot, named Henri Pequet, flew with 6,500 pieces of
mail in a biplane from Allahabad to Naini (a distance of six miles). This
flight was the first official Air Mail in the world.
India Post launched its first aircraft on 29th August 2007. The aircraft with 15 ton load capacity carries Speed Post, parcels, logistics and mails for expedited delivery. Air craft route Kolkatta – Guwahati – Imphal - Agartala- Kolkatta. |
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: -
Total dedication to understanding and fulfilling
customer's needs -
Total devotion to provide efficient and
reliable services, which customers consider to be value for money. -
Total commitment to provide
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 |
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Introduction |
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Set of four stamps issued on 150
years of postage stamps. The first stamps valid for postage
throughout India were placed on sale in October 1854. Post Office has
been a part of the day-to-day lives of people in the country. The street
letter boxes, postman, post office, postcards, postage stamps, money order
are words with which children and elders are familiar with. There is a strong
bond between the Post Office and the people it serves. Many of the
customers do business at post office because they feel comfortable and rely
on it. This is what
makes the postal service unique. |
Indian postal network is the largest in
the world. For many years it has been meeting the personal and business
communication needs as well as door-to-door delivery, banking, insurance,
transfer of money and goods. Today, mobile phones, email, SMS are
popular means for personal communication. There are many operators for
customers to choose from for sending documents and goods in India and abroad.
Technology has also made it possible to offer modern and affordable services to customers like instant money transfer, collection of bills, and so on. It has also been possible to bring these services to the rural sector through the vast postal network. The Department is required to meet its
expenses from the revenues it earns as it operates on commercial lines. Thus
it faces a daunting task ahead as Post Offices have been opened in rural and
remote areas on partial recovery of costs. Further the Department is facing
stiff competition in some of its businesses. To rise to the challenges, the Department
is in the process of transforming itself. In the last year, the Department
was able to reduce the percentage of deficit. Innovative products and
services, use of the network provide modern and varied services to urban and
particularly rural customers are the thrust areas for growth. Use of
technology and business orientation will be the key for improvement of
quality of services. |
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Purpose
of the citizen’s charter |
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Post
Offices 1
5 5 , 3 3 3 Mail
Business Centres
3 0 0* Postal
workforce
5 2 0 , 1 9 1 All the
Administrative and Accounts Units to support these offices. * Some
Mail Business Centres have started to function. This is the total proposed. |
Purpose of the citizen’s
charter The
purpose of the charter is to:
This
charter is a statement of intent to improve the quality of services it is not
justifiable. |
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How to refer to the
charter? |
- The
following chapters in the charter are in two parts:
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Status Position |
What should customers expect? |
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Information
about the:
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+What should customers expect and what is being
done to improve the services for customers? JTips for customers |
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Postal
services and facilities: Customers |
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Who are the customers? |
What should customers
expect? |
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Post Office counter facilities: Individuals, Government, Departments,
Businesses, Public and Private Organisations, Professionals Door to
door delivery Household and offices. Postal
services for communication, money and goods transfer, (within India and 190
countries) Government, Businesses, students, persons
working away from home, individuals, professionals,
Tourists (foreign parcels, picture postcards) Financial Services - Post Office
Savings Schemes and Certificates, distribution of
mutual funds, Small investors both in urban and rural areas,
salaried persons, housewives, pensioners, senior citizens,
contractors, Postal Life Insurance Employees of Government, Banks, Public Sector
Undertakings, Rural Postal Life Insurance Indians
having a rural address, Distribution of printed matter Small
scale newspapers, periodicals, journals, for Registered newspaper,
book post, periodicals. Philatelists, children - Postal stamp collection. |
+ Customers will be treated courteously and without any
prejudice, + Special care to the senior citizens and to the
physically challenged, + Modern services and facilities will be introduced to meet
the needs of the customers who rely on the postal network, + To take steps to understand the needs of the customers
through surveys and other means. + Directory of Postal
services so that customers can
easily find out : o
Local post offices
timings, facilities available, delivery area, postmen beat, and number and
designation of contact person o
Post Offices where the
service which is not offered by local post offices will be available, |
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Postal
Services and Facilities: Customers |
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Organisations who use
postal network to reach their customers |
What should customers expect? |
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Government
departments, Central and State local bodies to :
Financial institutions and banks for:
Manufacturers and other organizations and
educational institutions for retailing products, admission forms through
postal network. Insurance companies, banks, direct mailing and
public utilities and private companies for:
Government and Service providers for address
verification. |
+
Extend facilities through tie-ups so that customers can get more
facilities under one roof. +
Each post office will inform customers of new facilities available
in their post offices. +
The responsibility of the post office in making these facilities
available will be clearly stated. |
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Postal
Products and Services |
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Products
and Services which are used by individual and corporate customers. |
What
should customers expect? |
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Communications
(within India and for 190 countries) o
Personal and business
communication – letters, postcards, o
Books, Literature for the
Blind, Journals, Periodicals and Journals, Physical
Transfer and distribution of goods o
Parcels, sample packets,
(within India and for 190 countries) o
o
Express Parcel service o
o
Registration
for delivery to addressee, insurance and value payable services available for
letters and parcels Money
Transfer Services o
Money Order, o
Indian Postal Order o
Through Insurance service
i.e, currency notes in letters, o
o
Issue of
Identity Cards Easy way for citizens to get proof of identity
which is useful for many purposes including postal identification. |
+
Help customers make the choice of service which
suits theirs needs the best. +
Handbook on Postal Products
and services will be brought out
which will inform features of each service, tips for safe packing, addressing
and broad delivery standards of service. +
Campaigns to inform complete addressing and use
of pin code will be taken up. |
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Postal
Products and Services |
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Financial and Insurance services |
What should customers expect? |
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Action
steps being taken to make services better.
Financial Services o
Post
Office provides savings schemes as an agent for the Ministry of Finance. o
Savings
Bank, Recurring Deposit, Time Deposit, Monthly Income Scheme, Public
Provident Fund, Senior Citizen Scheme, (Six Year NSC VIII Issue), Kisan Vikas
Patra, o Distribution of mutual funds, Sale of non life insurance |
+ Staff to be trained so that they
can explain to customers the features of Postal Life Insurance and Rural Life
Insurance products and process applications and claims accurately. + Computerisation of post offices
operations to give quality services to customers and also introduce new
services. + Information about the schemes
will be made easily available at post offices for customers. + Non-saleable forms (as many as
possible) will be put on the website for downloading. Customers are requested to: o
Keep the passbook or certificates in safe custody, o
Report loss of any of these immediately, o
Hand over passbook only on clear receipt indicating the amount in
last balance, o
Check the balance after every transaction. o
Make nomination, o
Use cheque facility, o
May like to give their telephone number so that they can be informed
if documentation is missing etc. R Finance Marts, set up in major
post office to help customers for investments in post office schemes, mutual
funds, life insurance of post office and non life insurance policies of other
companies. Staff to be trained for getting professional qualification. R All efforts to inform customers
of the features and the risk factors so that they can make the best choice in
mutual funds. R No customer will be forced to
apply for these schemes. |
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Postal
Products and Services |
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Services
for Corporate customers |
What
should customers expect? |
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o
(premailing
services, such as addressing, enveloping, gumming for mail given in bulk ) o
Retail Post
(includes e-Payment facility which allows updating of the bill/ payments
collected and transfer of money from a single points) o
o
o
Express
Parcel Post time bound transmission of
parcels by surface. Maximum weight 35 kg. o
o
Bill Mail service for delivery of
statements, premia notices, annual reports within a city, National Bill Mail
services is also available. o
e-IOD, web based electronic Intimation
of delivery with an other postal product such as Bill Mail Service, Direct
Post, Book Post, etc. o
Free Post, a toll free number to be
given to businesses to enable them to receive responses / orders by Post
without having to supply reply cards or envelopes |
+ Mail
Business Centres, have been set up to cater to corporate customers for
specialized handling of mails such as pick up, premailing activities,
sorting, transmission and delivery. The number of such centres is being
increased and staff is being trained to understand customer needs so that
they can customize services and follow up customer enquiries and complaints. + Innovative
products and services are being introduced to meet the needs of business
customers. + Agreements for providing the services will be drawn up clearly describing the service to be provided, delivery standards, concessions and the liability. |
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Postal
facilities |
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Post Offices |
What should
customers expect? |
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Postal facilities available at all Post Offices: o
Sale
of postage stamps and postal stationary, non-postal stamps, certificate of
posting. o
Booking
of registered, insured and VP letters post and parcels, money orders, speed
post articles, o
Bill
Payment (selected post offices in rural areas), premia payment of postal
insurance, o
Post
Office Savings Bank Schemes and certificates, o
Delivery
on all working days in Cities, towns and rural areas covered by postal
network. In some cities delivery on Sundays and Holidays has also been
introduced. o
Issue
of identity cards, Services at
selected post offices
o
Other
facilities: § Acceptance of application and appeals of Right
to information for Central Ministries, Departments and PSUs as far as possible
transmission through electronic means, § Speed Post Passport Service, § Sale of mutual funds, non life insurance
policies, R
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R Covered and
clean public space, Counter and Delivery staff to be courteous and helpful,
seating arrangement for writing desk, glue, etc. R Business Hours
as far as possible suited to the locality, R Counter services
on ground floor as far as possible in rented buildings, R Postmen to wear
uniform, to sell stamps, collect letters and book speed post articles on the
beat, serve intimation when accountable articles cannot be delivered, R Officer in
charge Postmaster / Sub Postmaster or Deputy Postmaster to help customers
facing difficulty in getting service or information. R Each Post Office
to display the name and designation of the officer to be contacted for
complaints and where Complaints and Suggestions Book is available. The
delivery standards for mails, delivery area and the letter boxes in the area
will be made easily available to customers. R Post Office with
multi purpose counter machines to be increased so that many transactions can
be done on one counter. No stamps are required for booking of registered,
speed post, Express parcel post and Value Payable or insured articles at such
counters. |
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Collection
of mails |
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Collection of mails |
What should customers expect ? |
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Collection
through letterbox. There
are more than 600,000 letterboxes in the country. Normally the minimum
distance between two letterboxes is kept at .5 km in urban areas and 1km in
rural areas. Collection
of ordinary articles and speed post by postmen and on their beat. Mail
deliverers in rural area to collect ordinary articles. Pick
up services for speed post for corporate customers; in many post offices it
is available for individual customers. This facility depends on local
availability of staff. |
+ Timings of clearance of street letterbox will be displayed on the letterbox. + Location of the letterbox in a locality will be available with the post office of the area. + Efforts to maintain the letterboxes in good condition will be made continuously. + Customers are requested to help by reporting misuse or tampering with a letterbox to the near by post office. Post
offices will popularize this services so that customers can avail of this
facility. |
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Delivery
standards |
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Delivery
standards for Postal products and services |
What should customers expect? |
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Delivery
standards for the following services are given at the end of this charter:
( Table 2and 3) Mails and
parcels , broad delivery standards are as
follows :
2 days Inter metro ( Delhi,
Mumbai,
Kolkatta, Chennai, Bangalore and
Hyderabad.) Within
city/ town / district. 3
days Inter
State capitals, Within States 3-5 days Inter State One to
two days extra for registered, insured and money order delivery. Speed Post
and Express Parcel Post are time
bound; the standards will be specific to the location and time of booking. e-Post – one day
transmission between post office from where e-post was booked to the nearest
e-post centre and then the delivery
standards for of normal mail up to destination will apply. iMO instant
transmission, payment on spot when the receiver reaches the post office
with16 digit iMO number and photo identity.
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+ Sensitisation,
training and computerization is being done so that the delivery standards can
be met. + Each City,
Taluka place to frame delivery standards for speed post, ordinary mails and
display prominently. Programs to train
staff to develop delivery standards and update will be organized regularly. + Programs to
poularise use of Pin Code and complete address will be taken up so that mails
can be processed faster. + Continuous
measurement of standard of performance and corrective action to improve weak
areas. + Track and Trace
facility for speed post will be improved. The Department’s endeavour is to
achieve the norms for 90% of mails. As the Department of Posts has to rely on
a number of agencies for transmission of mails like trains, planes, buses and
other public transport maintaining their schedule, and quality and accuracy
of addressing of mails for sorting the norms are not justiciable. |
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Complaint settlement mechanism |
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How
can complaints be lodged and when will they be resolved? |
What should customers expect ? |
* Telephone enquiries can be made
at customer care centres for speed post.
In some cases such as misbehavior,
loss of contents of insured articles, other such cases where enquiries are
required. Assistant Superintendent of Post Offices, Inspector of Post Offices
or Public relations Inspector will come for making enquiries. These officers
will carry their identity card. |
+
Efforts to make it easy for customers to make enquiries and settle
their complaints whenever there is service failure. +
Sensitisation and training programs for the staff to be responsive
to customer complaints. +
Continue monitoring of complaints on the web countrywide to track
early settlement. Customers
are advised that the records are preserved for a specific duration therefore
complaints are to be lodged within a time frame. |
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What
if complaints are not settled and Liability of Post. |
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Deputy
Director General (Postal
Grievances and Quality Assurance) Department
of Posts, 3rd
Floor, Dak Bhavan, Parliament
Street, New Delhi. 110116 Telephone
23096087 / 23036433
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Liability
of the Department of Posts |
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Table 1:
Delivery Standard for Postal Life Insurance and Rural Postal Life Insurance
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Issue
of acceptance letter |
30
Days |
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Issue
of Policy Bond |
30
Days |
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Inter-
Circle transfer of policies |
30
Days |
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Settlement
of claims on maturity |
30
Days |
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Settlement
of claim on death with nomination |
90
Days |
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Paid
up value |
30
Days |
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Loan
for policies |
30
Days |
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Change
of Address |
15
Days |
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Change
of Nomination |
15
Days |
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Assignment |
30
Days |
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Issue
of Duplicate PD |
30
Days |
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Revival
of Policy |
30
Days |
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Conversion
of Policy |
30
Days |
Table 2: Delivery standard
for Savings Bank
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Savings Activity |
Post office |
Time Frame |
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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 interest
posting) |
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Within 10
working days |
Table 3: Delivery standards
for certificates
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Savings
Activity |
Post
office |
Time
Frame |
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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 |
Administrative set up
The Department
of Posts comes under the Ministry
of Communications and
Information Technology.
Shri A. Raja is
the Minister for Communications and Information
Technology.
Shri Jyotiraditya Madhavrao
Scindia is the Minister of State for
Communications and Information Technology
Ms. Radhika Doraiswamy is the
Secretary (Posts) to Government of India as well as
Director General, Department of Posts and
the Chairman of the Postal Services Board.
The Postal
Service Board, the apex management body of the Department, comprises
the Chairman and six Members.
The six Members of the Board hold portfolios of:
o
Member (Personnel)
o
Member (Operations)
o
Member (Technology)
o
Member (Postal Life Insurance)
o
Member (HRD), and
o
Member (Planning)
The Joint
Secretary and Financial Advisor to the Department
is a permanent invitee to the Board.
The Board is
assisted by a senior staff officer of the Directorate as
Secretary to the Board.
Deputy Directors General,
Directors and Assistant Directors
General provide the necessary functional
support for the Board at the Headquarters.
There are
twenty-two postal circles each headed by a Principal or
a Chief Postmaster General. Each Circle normally corresponds to a
State except for a few exceptions*.
Each Circle is
further divided into Regions headed by the Post Master General. The Regions are
further divided into field units called Divisions
(Postal / RMS Divisions). Divisions are headed by Senior
/ Superintendent of Post Offices or Mail Offices. The post offices and the Mail
Business Centres are under the Divisional Superintendents of Posts or Railway
Mail Offices respectively. Assistant
Superintendent of Post Offices or Inspector of Post Offices, Complaints
Inspector, Manager Mail Business Centre, Manager Customer Care Centre are under
the respective Divisional Heads.
The Head Post Offices are major offices which
also have account jurisdiction on the smaller post offices. Mukhya Dak Ghars
are Sub Post Offices with more powers than a Sub Post Office. Extra
Departmental Sub Post Office and branch Post Office are manned by Gramin Dak
Sewaks who are Extra Departmental employees.
Besides the twenty
two postal Circles , there is another Circle, called Base Circle, to
cater to the postal communication needs of the
Armed Forces. The Base Circle is headed by an
Additional Director General, Army Postal
Service in the rank of a Major General.
The officer cadre of the
Army Postal Service
comprises officers on deputation from the Civil Posts.
Seventy five percent of the other ranks of the
Army Postal Service are
also drawn from the Department of
Posts and the remaining personnel are recruited by
the Army.
*
Gujarat Circle ( which also administers the
Union Territories of Daman
& Diu and Dadra & Nagar Haveli),
Kerala Circle (which includes the Union Territory
of Lakshdweep) , Maharashtra Circle
(which has within its jurisdiction
the State of Goa), North East Circle (which comprises six North Eastern
States- Arunachal Pradesh,
Manipur, Meghalaya, Mizoram, Nagaland
& Tripura), Punjab Circle (which has within its
administrative jurisdiction , the Union
Territory of Chandigarh), Tamilnadu Circle
( which also administers the Union Territory of
Pondicherry ) and West Bengal Circle (which includes the State of Sikkim and
Andaman Nicobar Islands).
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