Preamble
Department of Posts is proud to have the largest postal network in the world.
Our service area continues to expand to reach people even in hilly, difficult and inaccessible terrains. At the same time there is a continuous endeavor to improve our services/operations with innovative ideas and induction of technology. Our commitment towards rendering better service emanates from our Mission. Our Mission guidelines are:
Total dedication to understanding and fulfilling customer
needs;
Total devotion to providing efficient and reliable service
which the customers consider to be value for money;
Total commitment to providing 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.
Objective
of our Citizen's charter
This
citizen's charter is an expression of our commitment
towards improving our services offered to make them more
efficient and responsive and at the same time making our
working more transparent to our valued customers.
This citizen's charter is an attempt to bring the Department closer to its customers.
Our
Citizen's Charter Commitments
We will treat you with courtesy and consideration.
Our staff will be helpful.
We will attend promptly to your enquiries and complaints.
We will provide all the necessary information at customer
care centers.
We will speedily redress customer grievances.
We
will make posting facilities easily accessible as far as
possible.
In
the post office, we offer various services to our
customers. These services can be broadly classified as
postal and non-postal services. A large number of post
offices are computerised today. We aim to extend this
computerisation further covering more and more offices. In
these computerised post offices various services are
provided at the single window.
The postal services offered include registration of letters and parcels, booking of value payable letters and parcels, booking of money orders, certificate of posting, sale of stamps and postal stationary etc. Various premium services are also available at selected post offices.
Post offices besides offering postal services, also offer banking services, speed post, money transfer services, life insurance schemes, pension payment, payment of telephone bills, electricity bills etc. as an agency function.
In
addition to the post offices, designated RMS offices also
offer some counter services.
Few
post offices also work for extended hours to enable
customers book their articles even beyond normal working
hours.
We
in the department of posts are committed to providing
prompt and efficient counter services, expecting you to
fulfil your customer’s obligations.
CUSTOMER’S
OBLIGATION
At
The Counter
Please make sure you are standing in a queue at the counter. Prior to coming to the counter, please complete all requisite forms related to the service in legible handwriting or in a clear print. Please make sure you tender exact change at the counter or affix correct amount of postage.
Delivery Services
We
deliver unregistered, registered mails, parcels, money
orders and various premium products to the addressee at
his doorstep and through post boxes or bags or deposit
boxes in multistoreyed buildings, chawls etc.
The
Department is committed to provide these services on all
working days through delivery post offices.
During
festive seasons special arrangements are made for handling
greetings mail at designated post offices, where you are
actually involved in sorting out your greeting cards
destination-wise. Thus with your co-operation, you will be
ensuring expeditious disposal of greetings to your near
& dear ones.
Our
Delivery Norms
Our broad delivery norms are;
| MAIL DESTINATION | DATE OF DELIVERY |
| Within city/town/district | Within 2 days after day of posting |
| Inter-metro | Within 2 days after day of posting |
| Within state | Within 3 days after day of posting |
| Inter-State Capital | Within 3 days after day of posting |
| Inter - State | Within 3-5 days after day of posting |
These
norms apply to normal areas. Mail relating to hilly and
remote areas will take longer, as per specific local
conditions. One day more will be required for parcels and
registered articles.
We
aim to deliver 90% of the mails within the norms (time
frame) subject to your fulfillment of the obligations such
as correctly addressing/pin coding your mail and to the
running of air/rail/road transport schedules.
CUSTOMER’S
OBLIGATION
Pack
And Wrap Your Mail Properly
Due
to improper packing or wrapping, articles sometimes do get
damaged. Please pack your article in the prescribed manner
before coming to the counter. All the required information
about the way of packing and thereby protecting your
article can be obtained at the Inquiry Counter or Customer
Care Centres at the post offices.
Please
do ensure that you are not sending contraband or
prohibited goods. If your article is weighing more than
200 gms, it should be packed in such a way that it can be
opened for security check and yet be reclosed effectively.
Correctly
Address Your Mail
You
must write the complete address i.e. house no., name of
the street, locality, city, district, pin-code etc. of
both the addressee and the sender legibly on articles
posted. The size of the article should strictly conform to
the standards laid down in terms of shape and size. Your
article is sorted on the basis of the pin-code that you
write on it. In order to prevent missending or misrouting
and loss or delay in the delivery of your article, please
write correct pin-code at the appropriate place on the
article, which would help us to quickly deliver your mail.
If
you are not sure of pin-code, please look up the pin-code
directory or get it from the inquiry counter at the post
office or at Customer Care Centre.
Please
provide telephone numbers of addressee if you are using
our Premium Services.
Correctly
Post to Facilitate Fast Delivery
Letter boxes in different colours-Red, Green, Blue and Yellow are installed at various places based on the destinations of your letters to ensure quick Despatch. Always post your letter in the specific type of letterbox relevant for your article. Green letterbox for local mail, Blue for metros, Yellow for state capitals and Red for other destinations.
Please
ensure you post your letter early in the day so that it
catches the out going carries. You should hand over
greeting cards during the peak seasons at the counter in
the post offices for quick processing.
Presort
Your Mail and use Post Boxes/Bags
If you are to send mail in bulk, you should pre-sort the mails according to the delivery post office, town or district and prepare separate bundles to ensure speedier transmission.
If you are receiving mail in large numbers ask for Post Box or Post Bag at your delivery post office. That will ensure greater care and security for your mails and you can pick them up at your convenience.
If you are residing in a tall multi storeyed building, kindly appreciate the problem faced at your postman. You should have your own mail-box on the ground floor only
Inform
About Change In Address
You might be changing your residence or your office, but have you informed your post office? Please notify change of your address to the delivery post office as soon as
possible, also to those who frequently send you mail, to avoid non delivery of your articles.
Financial Services
As we have an extensive network, post offices serve the nation by providing various agency services like banking services. The banking services offered at post office counter are:
- Savings
Bank Account
- Recurring
Deposit Account
- Time
Deposit
- Public
Provident Fund Account
- Monthly
Income Scheme
- National
Savings Scheme Account,1992
- National
Savings Certificates VIII th issue
- Kisan
Vikas Patras
Saving
Scheme Transactions Norms
All
transactions related to various schemes offered by us are
government by norms fixed by us. The norms are as follows.
| Type | Savings Activity | Post office | Time Frame |
| Saving Account | Opening of account | Head post office | Same day |
| Sub Post office | Same day | ||
| Transfer of account | Application given at P.O where account Stands | Within 18 working days | |
| Application given at transferee P.O. | Within 30 working days | ||
| Closure/premature closure of account | Head Post Office | Within 6 working days | |
| Sub Post office | Within 18 working days | ||
|
Branch |
Within 18 working days | ||
| Settlement of deceased claim case | With nomination | Within 36 working days | |
| Without nomination but with proof of succession | Within 42 working days | ||
| Issue of duplicate passbook | Within 30 working days | ||
| Return of passbook (received for insert posting) | Within 30 working days | ||
| Certificates | Issue of certificate | Head post office | Same day |
| Sub Post Office | Same day | ||
| Extra Departmental Post Office | |||
| Transfer of KVP/NSC | Application at Post Office of registration | Within 15 working days | |
| Application at other Post Office | Within 30 days | ||
| Encashment of IVP/KVP/NSC | Office of issue | Same day | |
| Other Office | Within 90 working days |
We
aim to provide various savings services within the time
frame subject to fulfillment of your obligations and the
other necessary formalities.
CUSTOMER’S
OBLIGATION
Don’t
Leave Counter Without A Receipt
Always
insist on having a receipt, whether it is at the time of
opening a new account in the Branch Post Office, or
handing over your passbook for interest posting. Please
remember a receipt is a proper receipt. Don’t accept
receipts on blank piece of paper even if it is date
stamped by post office. Please avoid keeping signed
withdrawal forms in the passbook, somebody might just walk
away with your money. Always insist on signed counterfoil
of the pay-in-slip duly stamped and signed by postmaster
for deposit in your account either through cash or cheque.
Please give receipt of amount of withdrawal on the back of
the withdrawal form. You might be wanting to transact
through NSS agents/PRF agents/Mahila Pradhan Kshetriya
Bachhat Yojna appointed by the state Govt. and National
Savings Organisation, please get the authenticity of their
agency and receipt verified from the office of transaction
and concerned Superintendents of Post Offices/Postmasters.
Pay
Attention To Your Passbook
After
having done a transaction, do a thorough scrutiny of your
balance. After completion of financial year i.e. on 31st
March every year, please present your passbook for
interest posting and verification of balance. Have you
kept your savings certificates i.e. KVP/NSC in safe
custody? If not please do. As a measure of abundant
precaution, note down their number, office of purchase,
date of purchase etc. at a place where you can easily find
them incase you have lost the certificate and want to
inform the authorities.
Do
Nominations Properly
Do
not neglect or delay nominations in case of accounts or
certificates. If you want to change nominations, please do
it as the earliest, correctly according to the rules.
Premium Services
In
response to the specific needs of our customers we are
offering various efficient, time-bound and reliable value
added services meeting the needs of specific customer
segments.
Premium services offered include Speed Post (including Speed Post Money Order), Express Post, Sattelite Mail and other premium services (at some centers) like Business Post (mass mailing), Gift delivery, corporate Money order etc.
There are 103 National Speed Post centres with Express Parcel Service facility.
Each
speed post centre, in charge of a Manager, is in turn,
controlled by The Business Development centre in office of
Postmaster Genera/office of Chief Postmaster General. In
case of your query is not fully answered at the Customer
Care Centre or at the Facilitation Counter you should
approach the above mentioned controlling authorities.
Delivery
Norms For Premium Products
We
give special attention to our premium services. So if you
want to avail of guaranteed time bound services, please
make use of our premium services.
Delivery of those products is governed by norms which are dependent on destination and distance. The norms are:
| Type Of Service | Day Of Delivery |
| Speed Post | 1-3 days depending upon distance/ destination |
| Express Post | 2-4 days depending upon destination |
| Satellite Post | 1 day between VSAT stations |
Life Insurance Schemes
The Department apart from offering postal services also provides insurance cover to
Government/Semi-Government/Public Undertaking employees through Postal Life Insurance (PLI) schemes. Various PLI schemes that are being offered are whole Life Insurance, Endowment Assurance, Convertible Whole Life Insurance, Anticipated Endowment Assurance for 15 years and 20 years. Yugal Suraksha (Joint Life Insurance) for 5 to 20 years and Rural Insurance
Norms for PLI Activities
Various
activities pertaining to Postal Life Insurance are
controlled by a time frame laid down by the Department.
The norms are as below:
| Issue of acceptance letter | Within 1 month when all formalities are completed |
| Issue of Policy Bond | Within 3 months when all formalities are completed |
| Inter- Circle transfer of policies | Within 15 days when all formalities are completed |
| Settlement of claims on maturity completed in all respects | Within 30 days when all formalities are completed |
| Settlement of claim on death with nomination | Within 3 months when all formalities are completed |
| Paid up value | Within 3 months when all formalities are completed |
| Loan for policies | Within 1 months when all formalities are completed |
All
the information regarding PLI that you desire can be
obtained from the inquiry counter and facilitation counter
of post offices and also from Development Officer, PLI
located in Regional Postal head quarters or from PLI
divisons at the head quarters of the Postal Circle.
How
to get information
You
might be wanting information on various services offered
by the Post Office. This can be obtained at the inquiry
counter of the Post Office or at of your city.
You
can also approach the Postmaster for your special queries.
In
case you are using our premium services you can also
approach the Manger Speed Post Center or Officer in charge
of Business Development Cell in Regional Office/Circle
Office.
Complaint
We
do our best to serve you whether it is at the counter or
in delivering mail to you.
But you may not be fully satisfied with our services and as a result you might want to bring it to our notice.
To take care of your complaints and suggestions we have a public grievances redress system. You can lodge your complaint in the post office with the post master regarding the quality of service that you have received. Your complaint will be acknowledged. Your complaint will be attended to and disposal norms will be as follows
| Type of service | Settlement Time |
| Counter Service | Within 2 months as far as possible |
| Registered articles/insured parcels including A.D | Within 6 months as far as possible |
In case you are still not satisfied you can approach the concerned Superintendent of Post Offices with your complaint. If your complaint is still not satisfied, you can write to Deputy Director General (Public Grievances), Dak Bhavan, Sansad Marg, New Delhi-110001 (Phone No:- 011-3737306)
In course of your dealing with post office if you have any specific comments about the service you have received, please fill up the Comments Card available with the postmaster which will help us to serve your better.
Compensation
We
are not liable for any loss or damage to letters carried
by the ordinary letter service. But in some cases you are
entitled to compensation depending upon the type of
service that you have availed. Compensation claims should
be submitted to the Postmaster of the office where you
booked the article after completing the formalities.
However we suggest that you send your valuable mail either
by Speed Post or Registered Post.
OUR
CITIZEN’S CHARTER
We will treat you with courtesy and consideration
Our staff will be helpful.
We will attend promptly to your enquiries and complaints
We will provide all the necessary information at the
Customer Care Centres & Inquiry Counter
We will speedily redress customer grievances.
We will make posting facilities easily accessible as
far as possible
What we offer you:
1.
Our Counter Services
We offer our services at the counter
Some of our offices work for extended hours
We are at the counter will provide you with prompt &
efficient services
2. Delivery service:-
We deliver at your address
We also have customized delivery
Through Post Box/Post Bag/Deposit Box
We aim to deliver 90% of mail within norms
Delivery norms are available at the Customer Care Center.
3.
Financial Services
We offer savings bank and savings certificates services
We offer sattelite transfer of cash
Our transaction norms are available at customer care
center
4.
Premium Products
We cater to your specific mailing needs through speed post, Express Post, Satellite Mail, Gift Services etc.
Our delivery norms are available at the Customer Care center
We offer Postal Life Insurance (PLI) & Rural PLI services in various attractive schemes.
Activities norms are available at the Customer Care Center.
Useful
Tips
5.
Insurance Services
We offer Postal Life Insurance (PLI) & Rural PLI
services in various attractive schemes.
Activities norms are available at the Customer Care Centre.
|
Pack & Wrap your article properly. |
Address your mail correctly. |
|
Use pin-code always. |
Post correctly to facilitate fast delivery. |
|
Do nominations promptly |
Pre sort your mail and use Post Box/Bag |
|
Inform us about your change in address |
Don’t leave counter without a receipt |
|
Pay attention to your passbook |