citizen's / client's charter -...

Citizen's / Client's Charter

(Department of Posts)

(2011-2012)

for

AddressDak Bhavan,Sansad Marg, New Delhi -110001

Website ID http://www.indiapost.gov.inDate Of Issue January 2012Next 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 / TransactionWeight % Responsible

Person(Designation)

S.No.Email

Mobile(Phone No.) Process

Fees

AmountModeCategoryDocumentRequired

Cash/PostageStamp

Ms Kalpana Tiwari(Chief GeneralManager (Mail Business))

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

6 [email protected]

A. Posting articles as pre-paid postalstationery or with requisite postage stamp atthe designated place/Letter Box/specifiedcounter

Inland LetterCards

1

(23096091)

page : 3 of 64




Person(Designation)

S.No.Email


Fees


page : 4 of 64




Person(Designation)

S.No.Email


Fees


Notapplicable

Not applicable 0B. Delivery of the article at the addressquoted on the article.

Notapplicable

N/AMs. Kalpana Tiwari(Chief GeneralManager (Mail Business))

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

3 [email protected]

Delivery of the article at the address quotedon the article and obtaining receipt of theaddressee.

N/A2

(23096091)

page : 5 of 64




Person(Designation)

S.No.Email


Fees


N/AMs Kalpana Tiwari(Chief GeneralManager (Mail Business))

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

3 [email protected]

Delivery of the article at the address quotedon the article and obtaining receipt of theaddressee.

N/A3

(23096091)

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

Not applicable N/ADelivery of Speed Post articles 6 [email protected]

Delivery of the article at the address quotedon the article and obtaining receipt of therecipient.

N/A4

(23096055)

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

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

Speed PostInternationalserviceSpeed

PostInternational

Tariffdependingupon the

destination.Details

available atthe link

http://www.indiapost. gov.in/SPInternational Tariff.html.For examplemin.amount

shown for first250 gms to

Nepal

5

page : 6 of 64




Person(Designation)

S.No.Email


Fees


CashShri A. S Prasad(DDG (FinancialServices))

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

4 [email protected] A. Booking of the iMO by presenting dulyfilled up MO form along with the amount ofMoney Order and commission thereon inthe Post Office and issue of booking receipt.ID proof of the remitter is required at thetime of booking if the amount is more than `5000/-. Money from ` 1000/- to ` 50000/-can be remitted.

Instant MoneyOrder

(iMO),MOcommission

chargesminimum `

150.00/maximum` 330.00.No charges

for iMO Form.

6

(23096089)

Notapplicable

Not applicable 0B. Payment of iMO amount to the payee atthe designated PO quoted on the form andobtaining receipt of the payee. ID proof ofthe payee is required at the time ofpayment.

Notapplicable

N/AShri A. S Prasad(DDG (FinancialServices))

Not applicable N/AMoney Order payment 6 [email protected] Payment of Money Order amount to thePayee at the address quoted on the MOform by the remitter.

N/A7

(23096089)

Cash (minshown)

Shri A. S Prasad(DDG (FinancialServices))

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

9 [email protected] A. Obtaining filled up form/s from thecustomers along with original Passbook and(in case of cheque account) Cheque Book

SeniorCitizens,` 1

lakh & above-` 5/- per lakh

for firsttransfer. ` 10/-

per lakh forsubsequenttransfers.

8

(23096089)

page : 7 of 64




Person(Designation)

S.No.Email


Fees


NilNot applicable 0B. Issue receipt for application and returnthe Passbook/ receipt for Passbook, afterverification of balance and authorizingtransfer of A/c or in case, applicationaccepted at transferee PO, forwarding thedocuments to transferring office to processtransfer.

All others

Notapplicable

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

Notapplicable

N/AA.S. Prasad(DDG (FinancialServices))

Claim Application Form,Pass-Book, original Death

Certificate and ID&address proof of claimant

N/ASettlement of customer requests :- Deceased claims 1 [email protected] A. In case registered nomination / Legalevidence of heirs is produced; obtainingduly filled Claim Application Form, Pass-Book, original Death Certificate, twowitnesses and ID & address proof ofclaimant.

N/A9

(23096089)

N/ANot applicable N/AB. Scrutiny of Claim Application Form andissuing receipt for it after acceptance ofwitness.

N/A

page : 8 of 64




Person(Designation)

S.No.Email


Fees


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

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 Indemnityfrom the Claimant

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

N/A

N/ANot applicable N/AF. Scrutiny of Claim Application Form andissuing receipt for it after acceptance ofwitness.

N/A

page : 9 of 64




Person(Designation)

S.No.Email


Fees


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

N/A

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

Cash/PSShri A. S Prasad(DDG (FinancialServices))

Application for DuplicatePass-Book

10Issue of Duplicate Passbook 0.50 [email protected] A. Obtaining filled up Application forDuplicate Pass-Book from the customer andidentification of the depositor.

SeniorCitizens –

First instance.

10

(23096089)

page : 10 of 64




Person(Designation)

S.No.Email


Fees


Notapplicable

Not applicable 0B. Scrutiny of Application for DuplicatePass-Book

Notapplicable

Notapplicable

Not applicable 0C. Sanction if authorized / Obtain Sanctionif non- authorized Post Office.

Notapplicable

Notapplicable

Not applicable 0D. Handing over Duplicate Passbook to thecustomer on receipt.

Notapplicable

page : 11 of 64




Person(Designation)

S.No.Email


Fees



Pass - Book N/AInterest posting (in office other than Head Post Office) 0.50 [email protected] A. Obtaining the Pass-Book for entry ofinterest.Collect PBs after issue of SB-28 Receipt, incase of non – authorized Post Offices.

N/A11

(23096089)

N/ANot applicable N/AB. Handing over Pass-Book after entry ofinterest. Collect SB-28 Receipts and pastealong with copy of Receipt Book.

N/A

Notapplicable

Shri A.S. Prasad(DDG (FinancialServices))

Not applicable 0Discharge of Savings Certificates at post office other than theoffice of purchase

2 [email protected] A. Obtaining duly filled up / endorsedCertificate from the holder/s of thecertificate along with original certificate

Notapplicable

12

(23096089)

Notapplicable

Not applicable 0B. Scrutiny of Certificates presented in thePO.

Notapplicable

page : 12 of 64




Person(Designation)

S.No.Email


Fees


Notapplicable

Not applicable 0C. Handing over cash /cheque to the holder Notapplicable

NilShri A.S. Prasad(DDG (FinancialServices))

Transfer Application form 0Transfer of Savings Certificate 2 [email protected] A. Obtaining filled up Transfer Applicationform /s from the customers along withoriginal Certificates at transferring PostOffice or transferee Post Office

Others13

(23096089)

page : 13 of 64




Person(Designation)

S.No.Email


Fees


Notapplicable

Not applicable 0B. Scrutiny of Forms. Notapplicable

Notapplicable

Not applicable 0C. Issue receipt for application at thetransferring or transferee office, as the casemay be. Issuing advice for transfer attransferring Post Office or forwarding thedocuments to transferring PO in caseapplication of transfer accepted atTransferee PO.

Notapplicable

Notapplicable

Not applicable 0D. Entry of the Certificates issued at thetransferee PO.

Notapplicable

Cash (Min.amount perCertificate)

Shri A.S. Prasad(DDG (FinancialServices))

Application form for issueof Duplicate Certificate &

Indemnity Bond

5Issue of Duplicate Certificate 4 [email protected] A. Obtaining filled up Application form forissue of Duplicate Certificate from thecustomer along with Indemnity Bond.

NSC – VIIIthissue &others.

14

(23096089)

page : 14 of 64




Person(Designation)

S.No.Email


Fees


Notapplicable

Not applicable 0B. Acceptance of Indemnity Bond by aGazetted Officer

Notapplicable

Notapplicable

Not applicable 0C. Preparation of Duplicate Certificate inAuthorized PO and giving it to customer.

Notapplicable

Notapplicable

Not applicable 0D. Obtaining Duplicate Certificates in Non –Authorized PO and handing it over to thecustomer.

Notapplicable

N/AShri S.K.Sinha(Chief GeneralManager (PLI))

LI-24 {for Postal lifeInsurance( PLI) }LI-1 {for

Rural Postal lifeInsurance( RPLI) } Forboth PLI/RPLI, medical

fitness certificate bydesignated doctor to be

submitted if Sum Assuredis more than ` 25,000

N/APostal Life Insurance and Rural Postal Life Insurance- Acceptance Letter- Issue of Policy Bond

2 [email protected] A. For Postal Life Insurance (PLI) –Submission of duly filled in proposal formalong with relevant documents and theadvance one month premium by theproponent or his/her representative.For RPLI – Submission of duly filled in formalong with relevant documents and theadvance one month/Quarter/Half-year/ Yearpremium by the proponent or his/herrepresentative.

N/A15

(24672461)

page : 15 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AB. If the form is found to be complete afterscrutiny, Acceptance Letter and Policy Bondare issued. Subsequent premia may also becredited through pay recovery bycompleting due formalities (For PLI policiesonly).

N/A


LI-9(b), Policy Bond,Receipt Book, loan

Repayment receipt book,pay-drawing officer

certificate {in case of payrecovery Postal Life

Insurance (PLI) policy}

N/ASettlement on Maturity of Postal Life Insurance and Rural PostalLife Insurance policy

2 [email protected] A. Submission of Maturity Claim Form alongwith other documents.

N/A16

(24672461)

N/ANot applicable N/AB. Payment of Maturity amount to theinsurant.

N/A

N/AShri S.K. Sinha(Chief GeneralManager (PLI))

LI-9 Death Certificate IDProof of the nominee,

Report of the doctor wholast attended the

deceased policy holder,Policy Bond, PremiumReceipt Repayment

receipt book,pay-draw-ing officer certificate {in

case of pay recoveryPostal Life Insurance (PLI)

policy}

N/ASettlement of Postal Life Insurance and Rural Postal LifeInsurance claims on death of policy holder

6 [email protected] A. Submission of Death Claim Form alongwith requisite documents in case ofnomination.

N/A17

(24612461)

page : 16 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AB. Payment of Maturity amount to thenominee.

N/A

N/ADeath Certificate ID Proofof the legal heir, Report of

the doctor who lastattended the deceased

policy holder, Policy BondPremium Receipt Book,loan Repayment receipt

book, Pay-drawing officerCertificate {in case of pay

recovery Postal LifeInsurance (PLI) policy}

N/AC. Submission of Death Claim Form alongwith requisite documents in case of legalheir.

N/A

N/ANot applicable N/AD. Detailed inquiry. N/A

N/ANot applicable N/AE. Payment of Maturity amount to the legalheir.

N/A

page : 17 of 64




Person(Designation)

S.No.Email


Fees



Premium Receipt Book,wherever applicable

N/ATransfer of policy from one Circle to another 1 [email protected] A. Submission of manual application alongwith documents either at transferring Circleor at transferee Circle.

N/A18

(24672461)

N/ANot applicable N/AB. Policy is transferred and PremiumReceipt Book is handed over to theinsurant.

N/A


LI-9(b), Policy Bond,Premium Receipt Book,loan Repay-ment receiptbook, pay-drawing officercertificate {in case of pay

recovery Postal LifeInsurance (PLI) policy}

N/APaid up Value of policy (PLI/RPLI) 2 [email protected] A. Submission of Claim Form along withrelevant documents.

N/A19

(24672461)

N/ANot applicable N/AB. Payment of Paid-up amount to theinsurant.

N/A

page : 18 of 64




Person(Designation)

S.No.Email


Fees



Not applicable N/ARevival of Policy 1 [email protected] A. Submission of simple application at thePost Office for supplying the documentsrequired for revival.

N/A20

(24672461)

N/ANot applicable N/AB. Revival is permitted after submissionand scrutiny of requisite documents.

N/A

CashShri S.K. Sinha(Chief GeneralManager (PLI))

Policy Bond, PremiumReceipt Book

20Conversion of Policy 1 [email protected] Submission of simple application along withrelevant documents.

Policyconversion

fees

21

(24672461)


Policy Bond, PremiumReceipt Book, pay-drawingofficer certificate (in case

of pay receovery PLIpolicy)

N/ASettlement of customer requests :- loan against policies 0.50 [email protected] Submission of simple application along withrequisite documents. Policy bond to beassigned in favour of the President of India.,Payment of Loan amount to the insurant.

N/A22

(24672461)

page : 19 of 64




Person(Designation)

S.No.Email


Fees



Policy Bond, PremiumReceipt Book

N/AChange of address-PLI 0.50 [email protected] A. Submission of a simple application alongwith relevant documents.

N/A23

(24672461)

N/ANot applicable N/AB. Changes are incorporated and premiumreceipt book and policy bond are handedover to the insurant.

N/A


Policy Bond 5Change of Nomination-PLI 0.25 [email protected] A. Submission of a simple application alongwith relevant documents.

Fees24

(24672461)

Notapplicable

Not applicable 0B. Changes are incorporated and policybond is handed over to the insurant.

Notapplicable

page : 20 of 64




Person(Designation)

S.No.Email


Fees


CashShri S.K.Sinha(Chief GeneralManager (PLI))

Policy Bond 5Assignment of Policy 0.25 [email protected] A. Submission of a simple application alongwith relevant documents.

Fees25

(24672461)

Not applicableB. Changes are incorporated underintimation to the insurant


LI-10 (Format of Bond ofindemnity)

50Issue of duplicate policy bond 0.50 [email protected] A. Submission of a simple application alongwith an indemnity bond with two sureties ona non-judicial stamp paper. Loss of policy isto be published in a leading newspaper ifsum assured exceeds ` 5 Lakh.

Fees and inaddition -

Cost of non-judicial stamp

paper

26

(24672461)

Not applicableB. Duplicate bond is issued to the insurant.

page : 21 of 64




Person(Designation)

S.No.Email


Fees


Cash (Min.amountshown)

Ms. Kalpana Tiwari(Chief GeneralManager (Mail Business))

Not applicable 17Counter Services:Booking of Registered /Insured articles,

1 [email protected]

Booking of Registered/Insured article at thePost Office.

Inland LetterCards/Letter/Parcel/Book

Packet(RegistrationCharges 17

andInsurancechargesminimum10.00 in

addition topostage dueon the article.Acknowledge

ment 3.00

27

(23096091)


Ms Kalpana Tiwari(Chief GeneralManager (Mail Business))

Value Payable MoneyOrder (VPMO) form

2Booking of Value Payable articles 1 [email protected]

Booking of VP article at the designated PostOffice and issue of booking receipt.

Letter/Parcel/Periodical(Min. VP

charges inaddition to

insurance feeand postagepayable onthe article).

28

(23096091)


Brig. Y.P.S. Mohan(Chief GeneralManager, Business Development &Marketing Directorate)

Not applicable 12Booking of Speed Post articles 1 [email protected]

Booking of Speed Post article at the PostOffice and issue of booking receipt.

Speed PostLetter (SpeedPost Chargesmin. 12.00).

29

(23096055)

Cash (Cost ofMO formshown)


Money Order (MO) form 0.25Booking of Money Order 1 [email protected] Booking of the MO by presenting duly filledup MO form along with the amount ofMoney Order and commission thereon inthe Post Office and issue of booking receipt.

MOCommission

charges -Min.

Rs.1.00/Maximum

Rs.250.00, inadditon tocost of MO

form

30

(23096089)

page : 22 of 64




Person(Designation)

S.No.Email


Fees


Cash (Min.commission

shown)


eMO form 1Booking of eMO 0.5 [email protected] Booking of the eMO by presenting duly filledup eMO form along with the amount ofMoney Order and commission thereon inthe Post Office and issue of booking receipt.Money up to` 5000.00 can be remitted.

Commissioncharges Min.Rs.1.00/Maxi

mumRs.250.00.No charges

for eMOForm.

31

(23096089)

N/AShri S. K. Sinha(Chief GeneralManager (PLI))

Not applicable N/APremia collection for PLI/RPLI 0.5 [email protected] A. Submission of Premium amount in cashor through cheque

N/A32

(24672461)

N/ANot Applicable N/AB. Issuing receipt in lieu of acceptance ofPLI /RPLI premiumAmount for the Postal Order(s) is handedover to the customer.

N/A

N/AMs Meera Handa(DDG (PostalOperations & Corporate Planning))

Bill in original N/ABill collection 0.50 [email protected]

A. Handing over cash along with the bill inoriginal at the counter.

N/A33

(23096165)

page : 23 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AB. Counterfoil of the bill, if available, alongwith the receipt is handed over to thecustomer.

N/A

N/AMs Meera Handa(DDG (PostalOperations & Corporate Planning))

Not applicable N/ASale of Forms 0.50 [email protected]

A. Handing over cash at the counter N/A34

(23096165)

N/ANot applicable N/AB. The required form is handed over to thecustomer.

N/A


Pay-in-slip N/ASavings Bank Transactions- Deposits 2 [email protected] Submission of, duly filled in pay-in-slip andcash/cheque by the customer.

N/A35

(23096089)

page : 24 of 64




Person(Designation)

S.No.Email


Fees



Withdrawal form andpassbook

N/ASavings Bank Transactions- Withdrawals 2 [email protected] A. Submission of withdrawal form along withthe passbook at the counter or Post OfficeSavings Bank (POSB) cheque issued byPost Office.

N/A36

(23096089)

N/ANot applicable N/AB. Handing over cash /cheque to thecustomer after obtaining sanction forwithdrawal.

N/A


Not applicable N/ASavings Bank Transactions- Updation of pass book 2 [email protected] Handing over Passbook at the counter andtaking it back after updation.

N/A37

(23096089)


Account Opening formPay-in slip

N/ASavings Bank Transactions- Opening of Account 1 [email protected] A. Submission of Account Opening formalong with the specimen Signature Slipsduly filled in pay-in-slip and cash by thecustomer. All types of accounts can beopened by cheque except savings bank(SB) account. Date of realization of chequeinto Govt. account shall be the date ofdeposit in all types of accounts exceptrecurring deposit (RD).

N/A38

(23096089)

page : 25 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AB. Counting cash tendered by the customerand scrutiny of the forms. Scanning ofspecimen signatures (in case ofcomputerized POs and issuing receipt andpassbook after approval of AssistantPostmaster / Head Postmaster. In case ofBranch Post Offices, preliminary receipt isissued and passbook is handed over afterreceipt from the Account Office.

N/A

N/ANot applicable N/AC. Handing over Passbook and counterfoilof Pay-in-slip to the customer after openingthe Account.

N/A

N/AShri A. S Prasad,(DDG (FinancialServices))

Account Closure Form &Pass-Book

N/ASavings Bank Transactions- Closure of Accounts 1 [email protected] A. Obtaining duly filled up Account ClosureForm accompanied with the Pass-Book.

N/A39

(23096089)

N/ANot applicable N/AB. Examination of documents and updatingof records in the account by calculatinginterest etc.

N/A

page : 26 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AC. Sanctioning closure of the account byPostmaster/Savings Branch Head.

N/A

N/ANot applicable N/AD. Handing over cash /cheque in case thePost Office is authorized to close theAccount

N/A

N/ANot applicable N/AE. Handing over Receipt for AccountClosure Form in case the Post Office is notauthorized to close the Account.

N/A

N/ANot applicable N/AF. Handing over cash /cheque afterobtaining sanction for closure; in case thePost Office is not authorized to close theAccount

N/A

page : 27 of 64




Person(Designation)

S.No.Email


Fees


N/AShri A.S. Prasad(DDG (FinancialServices))

Purchase Application formTwo Photographs andKnow Your Customer

(KYC) documents.

N/ASavings Certificate Transactions - Issuance of Certificates 1 [email protected] A. Obtaining filled up Purchase Applicationform /s from the customers with KYCdocuments if not already given.

N/A40

(23096089)

N/ANot applicable N/AB. Scrutiny of form/s N/A

N/ANot applicable N/AC. Counting of cash tendered by thecustomer and issuing receipt of cash ifcertificates are not readily available.

N/A

N/ANot applicable N/AD. Record nomination on nominationregister.

N/A

page : 28 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AE. Prepare certificates with all detailsincluding nomination etc.

N/A

N/ANot applicable N/AF. Handing over Savings Certificates to thecustomer.

N/A


Not applicable N/ASavings Certificate Transactions - Discharge of Certificate 1 [email protected] A. Obtaining duly filled up / endorsedCertificate from the holder/s of thecertificate along with original certificate

N/A41

(23096089)

N/ANot applicable N/AB. Scrutiny of Certificates presented in thePO.

N/A

page : 29 of 64




Person(Designation)

S.No.Email


Fees


N/AShri R.K.Kashyap(Deputy DirectorGeneral (PG, QA & I))

Complaints andSuggestions Book

N/AGrievance Redress Mechanism -Issue of Acknowledgement ofcomplaint.(Instantaneous in case of web registration)

4 [email protected] A. All complaints can be made within 60days of availing of the service/transaction.

N/A42

(23096087)

N/ANot applicable N/AB Complaints can be registered during theworking hours in the Complaints andSuggestions Book in the Post Office.

N/A

N/ANot applicable N/AC. Complaints can be lodged at the localCustomer Care Centre (CCC) either directlyor through post.

N/A

N/ANot applicable N/AD. Complaints can be lodged with theSupdt./SSr. Superintendent of Post Officesof Postal Division

N/A

page : 30 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AE. Complaint may be filed with Post Masterof a First Class Head Post Office, who iscompetent to attend to any complaintrelating to his office.

N/A

N/ANot applicable N/AF. Complaints can be lodged online at thewebsite www.indiapost.gov.in in theSevottam Compliant CCC System ofDepartment of Posts or on the web-basedsystem of CPGRAMS developed by theDepartment of Administrative Reforms andPublic Grievances at the websitewww.pgportal.gov.in.

N/A

N/ANot applicable N/AG. Complaints can be lodged with theDeputy Divisional Manager, PLI/RPLI ineach Circle Head Quarters.

N/A

N/ANot applicable N/AH. In the case of Value. Payable (VP)Articles, the complaint has to be lodged atthe office of booking after payingappropriate charges if any.

N/A

page : 31 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AI. Complaints made in person shall beacknowledged on the same day by the postoffice/CCC concerned. Complaints lodgedat the website www.indiapost.gov.inshall beacknowledged instantaneously if e-mail IDis disclosed. Others shall be acknowledgedwithin 7 days of receipt.

N/A


Not applicable N/ASettlement of Complaints 3 [email protected] Time line for final redress of all grievanceswithout involvement of investigation is twomonths. If enquiry is likely to take more thantwo months, an interim reply from theauthorities along with the expected time ofthe final response shall be given to thecomplainant within this period.

N/A43

(23096087)


Not applicable N/ASettlement of complaint cases requiring investigation 3 [email protected] Time line for Settlement of complaints incases requiring investigation will be 90 days

N/A44

(23096087)

N/AMr. Y.P. Rai(DDG (Rural Business,MM & Estates))

Not applicable N/ATransactions at Branch Post Office:- Sale of Stamps andstationery

1 A. Counting & handling cash at the counter N/A45

(23096184)

page : 32 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AB. Handing over the stamps/stationery N/A

Cash (MIn.amountshown)

Ms Meera Handa(DDG (PostalOperations & Corporate Planning))

Not applicable 17Transactions at Branch Post Office:- Booking of RegisteredArticles

1 [email protected]

Booking of Registered/Insured article at thePost Office and issue of booking receipt

Inland LetterCards/Letter/Parcel/Book

packet(RegistrationCharges 17

andInsurancechargesminimum10.00 in

addition topostage dueon the article.Acknowledge

ment 3.00

46

(23096165)

Cash (Cost ofMO formshown)

Ms Meera Handa(DDG (PostalOperations & Corporate Planning))

Money Order (MO) form 0.25Transactions at Branch Post Office:- Booking of Money Orders 0.50 [email protected]

Booking of the MO by presenting duly filledup MO form along with the amount ofMoney Order and commission thereon inthe Post Office and issue of booking receipt.

MOCommission

charges -Min.

Rs.1.00/Maximum

Rs.250.00, inadditon tocost of MO

form

47

(23096165)


Not applicable N/ATransactions at Branch Post Office:- Collection and Payment ofPLI premia,

0.5 [email protected] A. Submission of Premium amount in cashor through cheque

N/A48

(24672461)

page : 33 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AB. Issuing receipt in lieu of acceptance ofPLI /RPLI premium

N/A


Pay-in-slip N/ATransactions at Branch Post Office:- Post Office Savings BankDeposit

0.50 [email protected] Submission of, duly filled in pay-in-slip andcash/cheque by the customer

N/A49

(23096089)



N/ATransactions at Branch Post Office:- Post Office Savings BankWithdrawals up to Rs 5000/-, etc.

0.5 [email protected] A. Submission of withdrawal form along withthe passbook at the counter or Post OfficeSavings Bank (POSB) cheque issued byPost Office.

N/A50

(23096089)


N/A

page : 34 of 64




Person(Designation)

S.No.Email


Fees



Account Opening formPay-in slip

N/ATransactions at Branch Post Office requiring authorization ofAccount Office:- Post Office Savings Bank Accounts opening

0.75 [email protected] A. Submission of Account Opening formalong with the Specimen Signature Slips,duly filled in pay-in-slip and cash by thecustomer. All types of accounts can beopened by cheque except savings bank(SB) account. Date of realization of chequeinto Govt. account shall be the date ofdeposit in all types of accounts exceptrecurring deposit (RD)

N/A51

(23096089)

N/ANot applicable N/AB. Counting cash tendered by the customerand scrutiny of the forms. Scanning ofspecimen signatures (in case ofcomputerized POs and issuing receipt andpassbook after approval of AssistantPostmaster / Head Postmaster. In case ofBranch Post Offices, preliminary receipt isissued and passbook is handed over afterreceipt from the Account Office.

N/A

N/ANot applicable N/AC. Handing over Passbook and counterfoilof Pay-in-slip to the customer after openingthe Account

N/A


Account Closure Form,Pass-Book

N/ATransactions at Branch Post Office requiring authorization ofAccount Office:- Post Office Savings Bank Accounts closing

0.75 [email protected] A. Obtaining duly filled up Account ClosureForm accompanied with the Pass-Book.

N/A52

(23096089)

page : 35 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AB. Examination of documents and updatingof records in the account by calculatinginterest etc.

N/A

N/ANot Applicable N/AC. Sanctioning closure of the account byPostmaster/Savings Branch Head.

N/A

N/ANot applicable N/AD. Handing over cash /cheque in case thePost Office is authorized to close theAccount.

N/A

N/ANot applicable N/AE. Handing over Receipt for AccountClosure Form in case the Post Office is notauthorized to close the Account.

N/A

page : 36 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AF. Handing over cash /cheque afterobtaining sanction for closure; in case thePost Office is not authorized to close theAccount.

N/A

N/AShri A.S. Prasad(DDG (FinancialServices))


N/ATransactions at Branch Post Office requiring authorization ofAccount Office:- Withdrawals above Rs 5000/-

0.75 [email protected] A. Submission of withdrawal form along withthe passbook at the counter or Post OfficeSavings Bank (POSB) cheque issued byPost Office.

N/A53

(23096089)


N/A


Not applicable N/ATransactions at Branch Post Office requiring authorization ofAccount Office:- Discharge of Savings certificates

1 [email protected] A. Obtaining duly filled up / endorsedCertificate from the holder/s of thecertificate in original

N/A54

(23096089)

page : 37 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AB. Scrutiny of Certificates presented in thePost Office (PO).

N/A

N/ANot applicable N/AC. Handing over cash /cheque to the holder N/A


Policy Bond, ReceiptBook, pay-drawing

certificate {in case of payrecovery Postal Life

Insurance (PLI) policy}

N/ATransactions at Branch Post Office requiring authorization ofAccount Office:- Maturity claims of Postal Life Insurance andRural Postal Life Insurance policies, etc.

0.75 [email protected] A. For Postal Life Insurance (PLI) -Submission of duly filled in proposal formalong with relevant documents and theadvance one month premium by theproponent or his/her representative.

N/A55

(24672461)

N/APolicy Bond, Premium,Receipt Book, pay-drawingcertificate {in case of payrecovery Rural Postal LifeInsurance (RPLI) policy}

N/AB. For Rural Postal Life Insurance (RPLI) -Submission of duly filled in form along withrelevant documents and the advance onemonth/Quarter/Half-year/Year premium bythe proponent or his/her representative.

N/A

page : 38 of 64




Person(Designation)

S.No.Email


Fees


N/ANot applicable N/AC. If the form is found to be complete afterscrutiny, Acceptance Letter and Policy Bondare issued. Subsequent premia may also becredited through pay recovery bycompleting due formalities (For PLI policiesonly).

N/A

page : 39 of 64

Service Standards


Services / Transaction Weight Success Indicators Unit Service Weight Data SourceStandar

S. No.

Maximum time fromposting/booking to deliveryexcluding day of posting,holidays and Sundays for local(within Municipal City limits)and Between Metro Cities (Delhi, Mumbai, Kolkata,Chennai, Hyderabad &Bengaluru). Articles to beposted before cut off time.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of2 days .

No record is maintained for Delivery of FirstClass (i.e. Ordinary) mail

Delivery of First class mail i.e., letters,postcards, Inland letter cards, etc.

6.0 55 % 3.001

Rest of India. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of4-6 days .


55 % 3.00

Maximum time fromposting/booking to deliveryexcluding day of posting,holidays and Sundays for local(within Municipal City limits)and Between Metro Cities (Delhi, Mumbai, Kolkata,Chennai, Hyderabad &Bengaluru). Articles to beposted before cut off time.Success indicator expressed inpercentage of successful


Delivery of: Second Class Mails i.e.Book Packets, Registered, newspapers

3.0 55 % 1.502

page : 40 of 64

Service Standards



S. No.

transactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of3 days .


No record is mainained for Delivery of FirstClass (i.e. Ordinary) mail

45 % 1.50


Records of Department of PostsDelivery of :Registered / Insuredarticles, Parcels, Express Parcel Post

3.0 55 % 1.503

Rest of India. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance

Records of Department of Posts45 % 1.50

page : 41 of 64

Service Standards



S. No.

Indicator (KPI) of 5-7 days .


Records of Department of PostsDelivery of Speed Post articles 6.0 75 % 3.004



Delivery of Articles. AllInternational Mail articles aresubject to customsexamination. Period forcustoms examination/detentionis not included in the successstandards. Success indicatorexpressed in percentage ofsuccessful

Records of Department of PostsInternational EMS articles 2.0 55 % 2.005

page : 42 of 64

Service Standards



S. No.

transactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of4-10 days .

Time from booking to transferto payee post office. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of15 minutes.

Records of Department of PostsInstant Money Order –payment onsame day.(service available at specifiedoffices)

4.0 85 % 2.006

Payment on production of codeand ID by receiver at thedestination post office.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of20 minutes.


Maximum time from booking todelivery excluding day ofbooking, holidays and Sundaysfor local (within Municipal Citylimits) and between MetroCities (Delhi, Mumbai, Kolkata,Chennai, Hyderabad &Bengaluru). Success indicatorexpressed in percentage ofsuccessful

Records of Department of PostsMoney Order payment 6.0 55 % 3.007

page : 43 of 64

Service Standards



S. No.

transactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of3 days .

Rest of India.Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 4-6 days .


Time taken for opening ofaccount at the post officewhere transfer is sought-When request if for transfer ofaccounts within the same HeadPost Office.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of1 day.

Records of Department of PostsTransfer of Post Office Savings BankAccounts (Please collect receipt issuedat the time of acceptance of request)

9.0 45 % 3.008

When request is for transfer ofaccounts in post offices whichare under different Head PostOffices. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 7 days .


page : 44 of 64

Service Standards



S. No.

When request is made at thetransferee post office. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of20 days .


Time taken for Deceasedclaims settlement from time ofreceipt of completeddocuments. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 7 days .

Records of Department of PostsSettlement of customer requests :-Deceased claims

1.0 65 % 1.009

Time taken for Issue ofDuplicate Passbook. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of7 days .

Records of Department of PostsIssue of Duplicate Passbook 0.5 65 % 0.5010

Time taken for Interest posting(in office other than Head PostOffice). Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 7 days .

Records of Department of PostsInterest posting (in office other thanHead Post Office)

0.5 65 % 0.5011

page : 45 of 64

Service Standards



S. No.

Time taken from the receipt ofcertificates for discharge at thepost office. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 30 days .

Records of Department of PostsDischarge of Savings Certificates atpost office other than the office ofpurchase

2.0 65 % 2.0012

Time taken from the receipt ofapplication for transfer at thepost office. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 30 days .

Records of Department of PostsTransfer of Savings Certificate 2.0 45 % 2.0013

Time taken from the receipt ofapplication along with requireddocuments at the post office ofissue of the Certificate.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of30 days .

Records of Department of PostsIssue of Duplicate Certificate 4.0 65 % 4.0014

Time taken from the receipt ofcompleted documents.Success

Records of Department of PostsPostal Life Insurance and Rural PostalLife Insurance- Acceptance Letter

2.0 75 % 2.0015

page : 46 of 64

Service Standards



S. No.

indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of15 days .

- Issue of Policy Bond

Time taken from the receipt ofcompleted documents.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of30 days .

Records of Department of PostsSettlement on Maturity of Postal LifeInsurance and Rural Postal LifeInsurance policy

2.0 75 % 2.0016

With nomination. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of30 days .

Records of Department of PostsSettlement of Postal Life Insurance andRural Postal Life Insurance claims ondeath of policy holder

6.0 75 % 2.0017

Without nomination – (timetaken after production ofrequired documents). Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of30 days .


page : 47 of 64

Service Standards



S. No.

Involving investigation.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of90 days .


Time taken from the receipt ofcompleted documents.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of10 days .

Records of Department of PostsTransfer of policy from one Circle toanother

1.0 75 % 1.0018

Time taken for settlement onreceipt of request. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of30 days .

Records of Department of PostsPaid up Value of policy (PLI/RPLI) 2.0 75 % 2.0019

Time taken from receipt ofrequest. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 15 days .

Records of Department of PostsRevival of Policy 1.0 75 % 1.0020

page : 48 of 64

Service Standards



S. No.

Time taken from receipt ofrequest. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 15 days .

Records of Department of PostsConversion of Policy 1.0 75 % 1.0021

Time taken for settlement onreceipt of request for Loanagainst policies. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of10 days .

Records of Department of PostsSettlement of customer requests :-loan against policies

0.5 75 % 0.5022

Time taken for settlement onreceipt of request for Changeof address. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 10 days .

Records of Department of PostsChange of address-PLI 0.5 75 % 0.5023

Time taken for settlement onreceipt of request for Changeof nomination. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of10 days .

Records of Department of PostsChange of Nomination-PLI 0.25 75 % 0.2524

page : 49 of 64

Service Standards



S. No.

Time taken for settlement onreceipt of request forAssignment of policy. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of10 days .

Records of Department of PostsAssignment of Policy 0.25 75 % 0.2525

Time taken for settlement onreceipt of request for Issue ofduplicate policy bond. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of10 days .

Records of Department of PostsIssue of duplicate policy bond 0.5 75 % 0.5026

Transaction time at thecounter(excluding waiting timein queue) at Project Arrow PostOffices. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 5 minutes.

Records of Department of PostsCounter Services:Booking of Registered /Insured articles,

1.0 75 % 1.0027

Transaction time at the counter(excluding waiting time inqueue) at Project Arrow PostOffices. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal

Records of Department of PostsBooking of Value Payable articles 1.0 75 % 1.0028

page : 50 of 64

Service Standards



S. No.

transactions in the category,achieved with in the KeyPerformance Indicator (KPI) of5 minutes.


Records of Department of PostsBooking of Speed Post articles 1.0 75 % 1.0029

Transaction time at the counter(excluding waiting time inqueue) at Project Arrow PostOffices.Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 5 minutes.

Records of Department of PostsBooking of Money Order 1.0 75 % 1.0030

Transaction time at thecounter(excluding waiting timein queue) at Project Arrow PostOffices. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance

Records of Department of PostsBooking of eMO 0.5 75 % 0.5031

page : 51 of 64

Service Standards



S. No.

Indicator (KPI) of 5 minutes.

Transaction time at thecounter(excluding waiting timein queue) at Project Arrow PostOffices.Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 5 minutes.

Records of Department of PostsPremia collection for PLI/RPLI 0.5 75 % 0.5032


Records of Department of PostsBill collection 0.5 75 % 0.5033


Records of Department of PostsSale of Forms 0.5 75 % 0.5034

page : 52 of 64

Service Standards



S. No.

Transaction time at thecounter(excluding waiting timein queue) at Project ArrowHead Post Office. Successindicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of5 minutes.

Records of Department of PostsSavings Bank Transactions- Deposits 2.0 75 % 2.0035


Records of Department of PostsSavings Bank Transactions-Withdrawals

2.0 75 % 2.0036


Records of Department of PostsSavings Bank Transactions- Updation ofpass book

2.0 75 % 2.0037

Transaction time at thecounter(excluding waiting timein queue) at Project

Records of Department of PostsSavings Bank Transactions- Opening ofAccount

1.0 75 % 1.0038

page : 53 of 64

Service Standards



S. No.

Arrow Head Post Office.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of15 minutes.


Records of Department of PostsSavings Bank Transactions- Closure ofAccounts

1.0 75 % 1.0039


Records of Department of PostsSavings Certificate Transactions -Issuance of Certificates

1.0 75 % 1.0040

Transaction time at thecounter(excluding waiting timein queue) at Project ArrowHead Post Office. Successindicator expressed inpercentage of successful

Records of Department of PostsSavings Certificate Transactions -Discharge of Certificate

1.0 75 % 1.0041

page : 54 of 64

Service Standards



S. No.

transactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of15 minutes.

Time from lodging of complaintat Customer Care Centre.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of1 day.

Records of Department of PostsGrievance Redress Mechanism -Issueof Acknowledgement of complaint.(Instantaneous in case of webregistration)

4.0 65 % 2.0042

Time from lodging of complaintby post or other means.Success indicator expressed inpercentage of successfultransactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of7 days.


Time from lodging of complaint.Success indicator expressed inpercentage of successfultransactions out of totalsettlement in the category,achieved with in 60 days.

Records of Department of PostsSettlement of Complaints 3.0 65 % 3.0043

Time from lodging of complaint.Success indicator expressed inpercentage of successfultransactions out of total

Records of Department of PostsSettlement of complaint cases requiringinvestigation

3.0 65 % 3.0044

page : 55 of 64

Service Standards



S. No.

settlement in the category,achieved with in 90 days.

Transaction Time at BranchPost Office. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 1 day.

Records of Department of PostsTransactions at Branch Post Office:-Sale of Stamps and stationery

1.0 45 % 1.0045


Records of Department of PostsTransactions at Branch Post Office:-Booking of Registered Articles

1.0 45 % 1.0046


Records of Department of PostsTransactions at Branch Post Office:-Booking of Money Orders

0.5 45 % 0.5047

Transaction Time at BranchPost Office. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance

Records of Department of PostsTransactions at Branch Post Office:-Collection and Payment of PLI premia,

0.5 45 % 0.5048

page : 56 of 64

Service Standards



S. No.

Indicator (KPI) of 1 day.


Records of Department of PostsTransactions at Branch Post Office:-Post Office Savings Bank Deposit

0.5 45 % 0.5049


Records of Department of PostsTransactions at Branch Post Office:-Post Office Savings Bank Withdrawalsup to Rs 5000/-, etc.

0.5 45 % 0.5050

Completion or settlement of thetransaction. (Includesprocessing time at the Accountoffice.) Add 7 days to each ofthe corresponding servicestandards for DepartmentalPost Offices. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 8 days.

Records of Department of PostsTransactions at Branch Post Officerequiring authorization of AccountOffice:- Post Office Savings BankAccounts opening

0.75 45 % 0.7551

page : 57 of 64

Service Standards



S. No.

Completion or settlement of thetransaction.(Includesprocessing time at the Accountoffice.) Add 7 days to each ofthe corresponding servicestandards for DepartmentalPost Offices. Success indicatorexpressed in percentage ofsuccessful transactions out oftotal transactions in thecategory, achieved with in theKey Performance Indicator(KPI) of 8 days.

Records of Department of PostsTransactions at Branch Post Officerequiring authorization of AccountOffice:- Post Office Savings BankAccounts closing

0.75 45 % 0.7552


Records of Department of PostsTransactions at Branch Post Officerequiring authorization of AccountOffice:- Withdrawals above Rs 5000/-

0.75 45 % 0.7553

Completion or settlement of thetransaction. (Includesprocessing time at the Accountoffice.) Add 7 days to each ofthe corresponding servicestandards for DepartmentalPost Offices. Success indicatorexpressed in percentage ofsuccessful

Records of Department of PostsTransactions at Branch Post Officerequiring authorization of AccountOffice:- Discharge of Savingscertificates

1.0 45 % 1.0054

page : 58 of 64

Service Standards



S. No.

transactions out of totaltransactions in the category,achieved with in the KeyPerformance Indicator (KPI) of8 days.


Records of Department of PostsTransactions at Branch Post Officerequiring authorization of AccountOffice:- Maturity claims of Postal LifeInsurance and Rural Postal LifeInsurance policies, etc.

0.75 45 % 0.7555

page : 59 of 64

Grievance Redress


Website url to lodge http://pgportal.gov.in/

Name of the Public Grievance Officer Helpline EmailS.No. Mobile

[email protected] A. S. Prasad, Deputy Director General (FS),Department of Posts, Dak Bhavan, Sansad Marg, NewDelhi – 110116 .(For complaint relating to Savings Bank,Savings Certificates and iMO)

230362871

cgm_bdd@indiapost. gov.in23096055Chief General Manager, Business Development &Marketing Directorate, New Delhi. (For complaintsrelating to Speed Post, Express Parcel Post, LogisticPost and other premium products.)

230360082

[email protected] S. K. Sinha, Chief General Manager (PLI),Directorate of Postal Life Insurance, Chankyapuri PostOffice Complex, New Delhi—110023. (For complaintsrelating to PLI/RPLI)

268768093

[email protected] Rajinder Kumar Kashyap, Deputy Director General(PG,QA & I) &Nodal Officer for Public Grievances,Department of Posts, Dak Bhavan, Sansad Marg, NewDelhi – 110116 . (For all other complaints not coveredunder Serial Numbers 1, 2 and 3 above)

230364334

Department of Posts Web Based Sevottam CompliantGrievance Redress Mechanism System can beaccessed at url www.indiapost.gov.in/CCC

5

page : 60 of 64

List of Stakeholders/Clients


Stakeholders / ClientsS.No.

We serve all residents of India and we are the main service provider for rural citizens for mails and financial services1

Public Institutions, private businesses and print media,2

Government organizations,3

Other postal administrations,4

Philatelists5

page : 61 of 64

Responsibility Centers and Subordinate Organizations


Responsibility Centers and SubordinateOrgnizations

Landline Number EmailS.No.

Mobile Number Address

Responsibility Centres (RCs) are not there1 Not applicable

page : 62 of 64

Indicative Expectations from Service


Indicative Expectations from Service RecipientsS.No.

Mails Services:- Address of addressee and sender should contain House Number, Name of Street, City, District, State and Pin Code.1

Mails Services:- Name of village of addressee and the name of the delivery Branch Post Office of the addressee.2

Mails Services:- Phone number of the sender and addressee.3

Mails Services:- To conform to packing, size and content requirements for registered and Insured articles and parcels. http://www.indiapost.gov.in/MailProhibitions.html4

Mails Services:- To comply with instructions for articles prohibited by Post.http://www.indiapost.gov.in/MailProhibitions.html .5

Mails Services:-To affix correct amount of postage on mail articles.6

Mails Services:-To provide Mail Box on the ground floor for each address in the multi storied building.7

Mails Services:-To notify the delivery post office of the change of address and provide the forwarding address.8

Mails Services:-To give proper authorization to his/her representative for receiving delivery of registered, insured, money orders and Speed Post etc.in his/her absence.9

Money Order/Mails Services:- To cooperate by producing ID on demand by Postmen or at the counter.10

Money Order/Mails Services:- To insist on obtaining receipts for articles and money orders booked.11

Savings Bank / Cash Certificate Services:- To provide Know Your Customer (KYC) documents as prescribed.12

Savings Bank / Cash Certificate Services:- To check the Agency Number, Authorization and validity of the Small Savings and Postal Life Insurance Agents and Rural Postal LifeInsurance Agents before carrying out any transactions with them.

13

Savings Bank / Cash Certificate Services:- Savings Bank / Cash Certificate Services:- To keep pass book updated and secure. Obtain receipt if passbook is handed over to thepost office and check that the last balance in the Pass Book matches with that written in the receipt.

14

Savings Bank / Cash Certificate Services:- To make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance and Rural Postal LifeInsurance.

15

page : 63 of 64

Indicative Expectations from Service


Indicative Expectations from Service RecipientsS.No.

Financial Services:- Not to disclose the code numbers of instant money orders and MO Videsh communicated by the16

Financial Services:- To bring the officially valid ID for iMO payments.17

Savings Bank / Cash Certificate/Postal Life Ensurance Services:- To collect receipt when handing over requests for transfer or deceased claim cases.18

General / Public Grievance Redress Services:-To lodge a complaint, if so desired; within 60 days of the transaction / availaing of a service, relating to any deficiency in service.19

22/03/2012 5.39 AMGenerated on

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citizen's / client's charter -...

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