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  • Citizen's / Client's Charter

    (Department of Posts)

    (2011-2012)

    for

    Address Dak Bhavan,Sansad Marg, New Delhi - 110001

    Website ID http://www.indiapost.gov.in Date Of Issue January 2012 Next Review July 2012

  • Vision Mission

    Citizen's / Client's Charter for Department of Posts-(2011-2012)

    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 mail parcel, money transfer, banking, insurance and retail services with speed and reliability.

    · To provide services to the 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.

    Objective

    Functions

    Vision

    page : 2 of 64

  • Main Services / Transactions

    Citizen's / Client's Charter for Department of Posts -(2011-2012)

    Services / Transaction Weight % Responsible

    Person (Designation)

    S.No. Email

    Mobile (Phone No.) Process

    Fees

    AmountModeCategory Document Required

    Cash/Postage Stamp

    Ms Kalpana Tiwari(Chief General Manager (Mail Business))

    Not applicable 2.5Delivery of First class mail i.e., letters, postcards, Inland letter cards, etc.

    6 kalpana.tewari@gmail.co m

    A. Posting articles as pre-paid postal stationery or with requisite postage stamp at the designated place/Letter Box/specified counter

    Inland Letter Cards

    1

    (23096091)

    page : 3 of 64

  • Main Services / Transactions

    Citizen's / Client's Charter for Department of Posts -(2011-2012)

    Services / Transaction Weight % Responsible

    Person (Designation)

    S.No. Email

    Mobile (Phone No.) Process

    Fees

    AmountModeCategory Document Required

    page : 4 of 64

  • Main Services / Transactions

    Citizen's / Client's Charter for Department of Posts -(2011-2012)

    Services / Transaction Weight % Responsible

    Person (Designation)

    S.No. Email

    Mobile (Phone No.) Process

    Fees

    AmountModeCategory Document Required

    Not applicable

    Not applicable 0B. Delivery of the article at the address quoted on the article.

    Not applicable

    N/AMs. Kalpana Tiwari(Chief General Manager (Mail Business))

    Not applicable N/ADelivery of: Second Class Mails i.e. Book Packets, Registered, newspapers

    3 kalpana.tewari@gmail.co m

    Delivery of the article at the address quoted on the article and obtaining receipt of the addressee.

    N/A2

    (23096091)

    page : 5 of 64

  • Main Services / Transactions

    Citizen's / Client's Charter for Department of Posts -(2011-2012)

    Services / Transaction Weight % Responsible

    Person (Designation)

    S.No. Email

    Mobile (Phone No.) Process

    Fees

    AmountModeCategory Document Required

    N/AMs Kalpana Tiwari(Chief General Manager (Mail Business))

    Not applicable N/ADelivery of :Registered / Insured articles, Parcels, Express Parcel Post

    3 kalpana.tewari@gmail.co m

    Delivery of the article at the address quoted on the article and obtaining receipt of the addressee.

    N/A3

    (23096091)

    N/ABrig. Y.P.S. Mohan(Chief General ManagerBusiness Development & Marketing Directorate)

    Not applicable N/ADelivery of Speed Post articles 6 cgm_bdd@indiapost.gov. in

    Delivery of the article at the address quoted on the article and obtaining receipt of the recipient.

    N/A4

    (23096055)

    CashBrig. Y.P.S. Mohan(Chief General Manager,Business Development & Marketing Directorate)

    Not applicable 355International EMS articles 2 Booking of Speed Post article at the Post Office and issue of booking receipt.

    Speed Post International serviceSpeed

    Post International

    Tariff depending upon the

    destination. Details

    available at the link

    http://www.ind iapost. gov.in/ SPInternation al Tariff.html. For example min.amount

    shown for first 250 gms to

    Nepal

    5

    page : 6 of 64

  • Main Services / Transactions

    Citizen's / Client's Charter for Department of Posts -(2011-2012)

    Services / Transaction Weight % Responsible

    Person (Designation)

    S.No. Email

    Mobile (Phone No.) Process

    Fees

    AmountModeCategory Document Required

    CashShri A. S Prasad(DDG (Financial Services))

    iMO form 150Instant Money Order –payment on same day.(service available at specified offices)

    4 ddgfs@indiapost.gov.in A. Booking of the iMO by presenting duly filled up MO form along with the amount of Money Order and commission thereon in the Post Office and issue of booking receipt. ID proof of the remitter is required at the time of booking if the amount is more than ` 5000/-. Money from ` 1000/- to ` 50000/- can be remitted.

    Instant Money Order

    (iMO),MO commission

    charges minimum `

    150.00/maxim um` 330.00. No charges

    for iMO Form.

    6

    (23096089)

    Not applicable

    Not applicable 0B. Payment of iMO amount to the payee at the designated PO quoted on the form and obtaining receipt of the payee. ID proof of the payee is required at the time of payment.

    Not applicable

    N/AShri A. S Prasad(DDG (Financial Services))

    Not applicable N/AMoney Order payment 6 ddgfs@indiapost.gov.in Payment of Money Order amount to the Payee at the address quoted on the MO form by the remitter.

    N/A7

    (23096089)

    Cash (min shown)

    Shri A. S Prasad(DDG (Financial Services))

    Account Transfer form 5Transfer of Post Office Savings Bank Accounts (Please collect receipt issued at the time of acceptance of request)

    9 dgfs@indiapost.gov.in A. Obtaining filled up form/s from the customers along with original Passbook and (in case of cheque account) Cheque Book

    Senior Citizens,` 1

    lakh & above- ` 5/- per lakh

    for first transfer. ` 10/-

    per lakh for subsequent transfers.

    8

    (23096089)

    page : 7 of 64

  • Main Services / Transactions

    Citizen's / Client's Charter for Department of Posts -(2011-2012)

    Services / Transaction Weight % Responsible

    Person (Designation)

    S.No. Email

    Mobile (Phone No.) Process

    Fees

    AmountModeCategory Document Required

    NilNot applicable 0B. Issue receipt for application and return the Passbook/ receipt for Passbook, after verification of balance and authorizing transfer of A/c or in case, application accepted at transferee PO, forwarding the documents to transferring office to process transfer.

    All others

    Not applicable

    Not applicable 0C. Opening of account by the Postal Authorities at transferee PO.

    Not applicable

    N/AA.S. Prasad(DDG (Financial Services))

    Claim Application Form, Pass-Book, original Death

    Certificate and ID &address proof of claimant

    N/ASettlement of customer requests :- Deceased claims 1 ddgfs@indiapost.gov.in A. In case registered nomination / Legal evidence of heirs is produced; obtaining duly filled Claim Application Form, Pass- Book, original Death Certificate, two witnesses and ID & address proof of claimant.

    N/A9

    (23096089)

    N/ANot applicable N/AB. Scrutiny of Claim Application Form and issuing receipt for it after acceptance of witness.

    N/A

    page : 8 of 64

  • Main Services / Transactions

    Citizen's / Client's Charter for Department of Posts -(2011-2012)

    Services / Transaction Weight % Responsible

    Person (Designation)

    S.No. Email

    Mobile (Phone No.) Process

    Fees

    AmountModeCategory Document Required

    N/ANot applicable N/AC. Sanction of Claim/ obtaining Sanction of Claim

    N/A

    N/ANot applicable N/AD. Handing over cheque to the Claimant. N/A

    N/AClaim Application Form, Pass-Book, original Death

    Certificate, Affidavit, Disclaimer on the Affidavit

    and Letter of Indemnity from the Claimant

    N/AE. In case, nomination does not exist; obtaining duly filled Claim Application Form, Pass-Book, original Death Certificate, two witnesses, Affidavit, Disclaimer on the Affidavit and Letter of Indemnity from the Claimant.

    N/A

    N/ANot applicable N/AF. Scrutiny of Claim Application Form and issuing receipt for it after acceptance of witness.

    N/A

    page : 9 of 64

  • Main Services / Transactions

    Citizen's / Client's Charter for Department of Posts -(2011-2012)

    Services / Transaction Weight % Responsible

    Person (Designation)

    S.No. Email

    Mobile (Phone No.) Process

    Fees

    AmountModeCategory Document Required

    N/ANot applicable N/AG. Sanction of Claim/ obtaining Sanction of Claim

    N/A

    N/ANot applicable N/AH. Handing over cheque to the Claimant. N/A

    Cash/PSShri A. S Prasad(DDG (Financial Services))

    Application for Duplicate Pass-Book

    10Issue of Duplicate Passbook 0.50 ddgfs@indiapost.gov.in A. Obtaining filled up Application for Duplicate Pass-Book from the customer and iden

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