15th March 2006: A commemorative postage stamp on “ World Consumer Rights Day”

Citizen’s charter
India Post,
[Link]
 Contents

New Services  1. Vision
2. Mission
3. Introduction
4. Purpose of the charter
5. Customers
a. Customers of Postal facilities and
services,
b. Organisations who use Postal
network to reach their customers,
6. Services of the Department of Posts :
a. General
Direct Post ePayment eIOD b. Financial and Insurance
c. Corporate customers
Bill Mail Service National Bill Mail Service d. Post Offices and delivery services
e. Collection services
7. Delivery standards
8. Complaints Settlement Mechanism
Everyone is familiar with the post office but the varied range of services post  9. Delivery standards Tables for :
offices provide is not widely known.  a. Postal and Rural Postal Life
For more details on products and services visit : [Link] Insurance Table 1.
b. Post Office Savings Bank Schemes
Table 2.
c. Post Office Savings Certificates.
Table 3.
10. Administrative set up.

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 Our Vision

India Post shall be a socially committed, technology driven, professionally managed and forward
looking organization.
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

In February 1911, a French pilot, named Henri Pequet, flew with 6,500 pieces customer's needs
of mail in a biplane from Allahabad to Naini (a distance of six miles). This flight - Total devotion to provide efficient and reliable
was the first official Air Mail in the world. 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

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.

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 Introduction
   
     
  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.  
   
Set of four stamps issued on 150 years of postage stamps.  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 
The first stamps valid for postage throughout India Post Offices have been opened in rural and remote areas on partial recovery 
were placed on sale in October 1854. of  costs.  Further  the  Department  is  facing  stiff  competition  in  some  of  its 
Post Office has been a part of the day-to-day lives of businesses. 
 
people in the country. The street letter boxes, postman,
To rise to the challenges, the Department is in the process of transforming 
post office, postcards, postage stamps, money order are
itself. In the last year, the Department was able to reduce the percentage of 
words with which children and elders are familiar with. deficit.  Innovative  products  and  services,  use  of  the  network  provide 
There is a strong bond between the Post Office and the modern  and  varied  services  to  urban  and  particularly  rural  customers  are 
people it serves. Many of the customers do business at post the thrust areas for growth. Use of technology and business orientation will 
office because they feel comfortable and rely on it. This is be the key for improvement of quality of services.  
what makes the postal service unique.
 
 
 
 
 

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 Purpose of the citizen’s charter

   
Purpose of the citizen’s charter
 
     Where and who will implement this charter  The purpose of the charter is to: 
   • Broadly  describe  the  products  and  services,  customers  of 
Post Offices                                                       1 5 5 , 3 3 3  these  services,  delivery  standards  and  the  complaint 
Mail Business Centres                                                   3 0 0*   mechanism, 
Postal workforce                                               5 2 0 , 1 9 1   
All the Administrative and Accounts Units to support these offices.  • Inform  what  kind  of  facilities  customers  can  expect  at  the 
  main  contact  points  like  post  offices,  delivery  staff,  mail 
                         business centres and customer care centres.   
  • Action  being  taken  to  improve  the  services  has  also  been 
* Some Mail Business Centres have started to function. This is the  included in the charter.  
total proposed.   
  • This  charter  is  also  meant  to  serve  as  a  guide  to  the  post 
offices,  mail  business  centres  and  all  those  responsible  for 
implementing the charter and improving the quality of service 
to the customers. 
 
This charter is a statement of intent to improve the quality of services 
it is not justiciable. 
 
 

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 How to refer to the charter?

• The following chapters in the charter are in two parts:

Status Position What should customers expect?

Information about the:

• Services and contact What should customers expect
points, and what is being done to improve
• Customers, the services for customers?
• Delivery standards,
☺Tips for customers
• Complaint mechanism

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 Postal services and facilities: Customers

Who are the customers? What should customers expect?

Post Office counter facilities:
Individuals, Government, Departments, Businesses, Public and Customers will be treated courteously and without any prejudice,
Private Organisations, Professionals

Door to door delivery Special care to the senior citizens and to the physically
Household and offices. challenged,

Postal services for communication, money and goods transfer,

(within India and 190 countries) Modern services and facilities will be introduced to meet the needs
Government, Businesses, students, persons working away of the customers who rely on the postal network,
from home, individuals, professionals, Tourists (foreign parcels,
picture postcards)
To take steps to understand the needs of the customers through
Financial Services - Post Office Savings Schemes and surveys and other means.
Certificates, distribution of mutual funds,
Small investors both in urban and rural areas, salaried persons,
Directory of Postal services so that customers can easily
housewives, pensioners, senior citizens, contractors,
find out :
Postal Life Insurance o Local post offices timings, facilities available, delivery
Employees of Government, Banks, Public Sector Undertakings,
Rural Postal Life Insurance area, postmen beat, and number and designation of
Indians having a rural address, contact person

Distribution of printed matter o Post Offices where the service which is not offered by
Small scale newspapers, periodicals, journals, for Registered local post offices will be available,
newspaper, book post, periodicals.

Philatelists, children - Postal stamp collection. 

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 Postal Services and Facilities: Customers

Organisations who use postal network to reach their What should customers expect?
customers

Government departments, Central and State local bodies to :

o Extend facilities through more outlets, such as Speed Post
Passport service, acceptance of Right to Information
applications,
o Implement social schemes like National Rural Extend facilities through tie-ups so that customers can get more
Employment Guarantee Scheme, old age pension, facilities under one roof.

Financial institutions and banks for: Each post office will inform customers of new facilities available in
o distribution of mutual funds, loans, their post offices.
o micro credit,
o receiving payments for money transfer.
The responsibility of the post office in making these facilities
Manufacturers and other organizations and educational available will be clearly stated.
institutions for retailing products, admission forms through postal
network.
 
Insurance companies, banks, direct mailing and public utilities
and private companies for:
o premia notices, bills,
o collection of bills and payments,
o contacting their customers.
o one to many or many to one communications.

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Government and Service providers for address verification.

Postal Products and Services

Products and Services which are used by individual and What should customers expect?
corporate customers.
 
Communications (within India and for 190 countries)  
o Personal and business communication – letters, postcards,  
o Books, Literature for the Blind, Journals, Periodicals and Journals,
Help customers make the choice of service which suits theirs
Physical Transfer and distribution of goods needs the best.
o Parcels, sample packets, (within India and for 190 countries)
o Speed Post- Domestic and abroad (EMS) Speed Post
Money Order. Insurance is also available. Handbook on Postal Products and services will be brought
o Express Parcel service
out which will inform features of each service, tips for safe
o Logistics Post. packing, addressing and broad delivery standards of service.
o Registration for delivery to addressee, insurance and value
payable services available for letters and parcels Campaigns to inform complete addressing and use of pin
Money Transfer Services code will be taken up.
o Money Order,  
o Indian Postal Order
o Through Insurance service i.e, currency notes in letters,
o iMO instant money order – money is transferred through
electronic means, the receiver has to come to the Post Office to
collect the funds. Money transfer up to Rs 50,000/- in cash.

o for incoming payments from abroad.

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Issue of Identity Cards Easy way for citizens to get proof of identity
which is useful for many purposes including postal identification.

Postal Products and Services

Financial and Insurance services What should customers expect?

Action steps being taken to make services better. 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.
Postal Life Insurance and Rural Postal Life Insurance
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
Financial Services offices for customers.
o Post Office provides savings schemes as an agent for the Non-saleable forms (as many as possible) will be put on the website for
Ministry of Finance.
downloading.
o Savings Bank, Recurring Deposit, Time Deposit, Monthly
Income Scheme, Public Provident Fund, Senior Citizen Customers are requested to:
Scheme, (Six Year NSC VIII Issue), Kisan Vikas Patra, 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.

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 5 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
o Distribution of mutual funds, Sale of non life insurance insurance policies of other companies. Staff to be trained for getting
professional qualification.
5 All efforts to inform customers of the features and the risk factors so that
they can make the best choice in mutual funds.
5 No customer will be forced to apply for these schemes.

Postal Products and Services

Services for Corporate customers What should customers expect?
 
o Business Post Mail Business Centres, have been set up to cater to
(premailing services, such as addressing, enveloping, corporate customers for specialized handling of mails
gumming for mail given in bulk ) such as pick up, premailing activities, sorting, transmission
o Retail Post (includes e-Payment facility which allows and delivery. The number of such centres is being
updating of the bill/ payments collected and transfer increased and staff is being trained to understand
of money from a single points) customer needs so that they can customize services and
follow up customer enquiries and complaints.  
o Media Post use of post office infrastructure for  
advertising.  
Innovative products and services are being introduced to
o Logistics Post end-to-end solutions for meet the needs of business customers.
transporting goods.  
o Express Parcel Post time bound transmission of parcels  
by surface. Maximum weight 35 kg. Agreements for providing the services will be drawn up
clearly describing the service to be provided, delivery
standards, concessions and the liability.
o Direct Post for distributing advertising
materials.

o Bill Mail service for delivery of statements, premia

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 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

Postal facilities

Post Offices What should customers expect?

Postal facilities available at all Post Offices:
o Sale of postage stamps and postal stationary, non-postal 5 Covered and clean public space, Counter and Delivery staff to be
stamps, certificate of posting. courteous and helpful, seating arrangement for writing desk, glue, etc.
o Booking of registered, insured and VP letters post and
parcels, money orders, speed post articles, 5 Business Hours as far as possible suited to the locality,

o Bill Payment (selected post offices in rural areas), premia

5 Counter services on ground floor as far as possible in rented buildings,
payment of postal insurance,

o Post Office Savings Bank Schemes and certificates, 5 Postmen to wear uniform, to sell stamps, collect letters and book speed post
articles on the beat, serve intimation when accountable articles cannot be
o Delivery on all working days in Cities, towns and rural areas
covered by postal network. In some cities delivery on delivered,
Sundays and Holidays has also been introduced.
5 Officer in charge Postmaster / Sub Postmaster or Deputy Postmaster to
o Issue of identity cards,
help customers facing difficulty in getting service or information.

Services at selected post offices

5 Each Post Office to display the name and designation of the officer to be
contacted for complaints and where Complaints and Suggestions Book is

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 o Other facilities: available. The delivery standards for mails, delivery area and the letter boxes
Acceptance of application and appeals of Right to in the area will be made easily available to customers.
information for Central Ministries, Departments and PSUs
as far as possible transmission through electronic
means, 5 Post Office with multi purpose counter machines to be increased so that
Speed Post Passport Service, many transactions can be done on one counter. No stamps are required for
Sale of mutual funds, non life insurance policies,
booking of registered, speed post, Express parcel post and Value Payable
 
or insured articles at such counters.
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Collection of mails
Collection of mails What should customers expect ?

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
Collection through letterbox. be made continuously.
There are more than 600,000 letterboxes in the country. Normally Customers are requested to help by reporting misuse or
the minimum distance between two letterboxes is kept at .5 km tampering with a letterbox to the near by post office.
in urban areas and 1km in rural areas.

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Collection of ordinary articles and speed post by postmen and Post offices will popularize this services so that customers can
on their beat. Mail deliverers in rural area to collect ordinary avail of this facility.
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.

Delivery standards
 
Delivery standards for Postal products and services  What should customers expect?
 
Delivery standards for the following services are given at the end of this
charter:
Sensitisation, training and computerization is being done so that the
o Postal and Rural Postal Life Insurance, ( Table 1.)
o Post Office Savings Bank Schemes and Certificates, delivery standards can be met.
( Table 2and 3)

Mails and parcels , broad delivery standards are as follows :

Each City, Taluka place to frame delivery standards for speed post,
2 days Inter metro ( Delhi, Mumbai,
Kolkatta, Chennai, Bangalore ordinary mails and display prominently. Programs to train staff to develop
and Hyderabad.) delivery standards and update will be organized regularly.
Within city/ town / district.
Programs to poularise use of Pin Code and complete address will be
3 days Inter State capitals, Within States
taken up so that mails can be processed faster.
3-5 days Inter State
One to two days extra for registered, insured and money order
Continuous measurement of standard of performance and corrective
delivery.

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 action to improve weak areas.
Track and Trace facility for speed post will be improved.
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.
The Department’s endeavour is to achieve the norms for 90% of mails. As the
iMO instant transmission, payment on spot when the receiver reaches Department of Posts has to rely on a number of agencies for transmission of mails
the post office with16 digit iMO number and photo identity. 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

How can complaints be lodged and when will they be resolved? What should customers expect ?
o Complaints can be lodged at :
o 3304 Customer Care Centres *
o [Link]
o any post office for free transmission to Customer Efforts to make it easy for customers to make enquiries and settle
Care Centres. their complaints whenever there is service failure.
* Telephone enquiries can be made at customer
care centres for speed post.
Sensitisation and training programs for the staff to be responsive
o Complaints and Suggestion Books is available in every to customer complaints.
Post Office.
Continue monitoring of complaints on the web countrywide to
o For complaints are acknowledged the same day if made
track early settlement.
in person to the Customer care centre. Complaints
posted are acknowledged between 1-7 days. Name and
contact of the officer responsible for final reply will be
informed in the acknowledgement.

o The time frame for settlement of complaints is one month Customers are advised that the records are preserved for a specific
from the date of receipt of complaint. Final reply will duration therefore complaints are to be lodged within a time frame.
include the name and contact of the next higher
authority. If the complaint needs enquiry and will take
time an interim reply will be sent within a month.

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.

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 What if complaints are not settled and Liability of Post.

o Officers at the level of Divisional Superintendent,

Postmaster General and Chief Postmaster General will
meet customers who approach them if their problems
are not being resolved.

• Customers who find that the complaints are not being

addressed can also take up the matter with the nodal
officer in the Postal Directorate.

Deputy Director General (Postal Grievances and Quality

Assurance)
Department of Posts,
3rd Floor, Dak Bhavan,
Parliament Street, New Delhi. 110116
Telephone 23096087 / 23036433

o Post Forums are being held in selected departmental

post offices where customers can interact with the
Postmasters or Sub Postmasters.

o Dak Adalats are held every quarter at Divisional, Regional

and Circle level. Complaints which have not been
resolved at local level are taken up at these meetings.
The notice for the Adalats is issued in the newspapers.
o If any frauds take place in the post office savings
accounts, restoration of amounts to the customer will be
the first priority.

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 Liability of the Department of Posts

o Post Office is liable for loss or damage insured letters

and parcels to the extent of amount insured with the
Post Office. Refund based on the amount insured
and value of items lost will be compensated.

o Utmost care is taken while handling of mail items

while processing, however Depart of Posts is not
responsible for loss or delay to ordinary articles.

o Refund of speed post fee is payable for delay to

speed post articles.

o For foreign postal letters and parcels the liability is

subject to the conditions of delivery in the
destination country.

o The Indian Post Office Act 1898 provides immunities

and prescribes severe penalties for certain actions.

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Table 1: Delivery Standard for Postal Life Insurance and Rural Postal Life Insurance

Issue of acceptance letter 30 Days

Issue of Policy Bond 30 Days

Inter- Circle transfer of policies 30 Days

Settlement of claims on maturity 30 Days

Settlement of claim on death with nomination 90 Days

Paid up value 30 Days

Loan for policies 30 Days

Change of Address 15 Days

Change of Nomination 15 Days

Assignment 30 Days

Issue of Duplicate PD 30 Days

Revival of Policy 30 Days

Conversion of Policy 30 Days

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Table 2: Delivery standard for Savings Bank

Savings Activity Post office Time Frame

Head post office Same day
Opening of account
Sub Post office Same day
Application given at P.O where
Within 10 working days
account Stands
Transfer of account
Application given at transferee
Within 20 working days
P.O.
Head Post Office Same day
Closure/premature closure of account Sub Post office Within 2 working days
Branch Post Office Within 7 working days
With nomination Within 10 working days
Settlement of deceased claim case Without nomination but with
Within 30 working days
proof of succession
Issue of duplicate passbook
Within 7 working days

Return of passbook (received for interest

Within 10 working days
posting)

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Table 3: Delivery standards for certificates

Savings Activity Post office Time Frame

Same day
Head post office

Issue of certificate Same day

Sub Post Office

Extra Departmental Post Office

Application at Post Office of Within 10 working days

Transfer of KVP/NSC registration

Within 20 days
Application at other Post Office

Within 15 days
Issue of Duplicate Certificate Office of issue
Within 30 days
Other Office

Same day
Office of issue
Encashment of IVP/KVP/NSC
Within 30 working days
Other Office

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 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 Gurudas Kamat is the Minister of State for Communications and Information Technology
Shri Sachin Pilot 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*.

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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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