Citizen’s Charter of Department of Posts

A declaration of its service commitment to the customers

Government of India
Ministry of Communications and Information Technology
Department of Posts
[Link]

09.02.2015 Citizen’s Charter of DOP

1
Our Vision

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.

 Ensuring customer satisfaction by providing services with speed, reliability and on value-for-money basis.

 To ensure that the employees 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

Our Customers/ Clients

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

 Public Institutions , private businesses and media,

 Government organizations,

 Other postal administrations,

 Philatelists

09.02.2015 Citizen’s Charter of DOP

2
Our Services - [Link]

 Mails Services-
o Letters, postcards, Inland letter cards, book packets, value payable post, parcels, Flat Rate Box, Logistics Post, ePost, etc.

o Registration and insurance of postal articles and parcels covered by such facility.

o Premium mail services like Speed Post, Business Post, Direct Post, Bill Mail Service, and Logistics Posts etc.

o Delivery services are provided by the designated delivery post offices and Branch Office s.

 Financial Services :
o Money Transfer – Money Order, Instant money order, MO Videsh, Indian Postal Order, etc.
o Post Office Savings Bank- Small Savings Schemes and Savings Certificates.
o Postal Life Insurance and Rural Postal Life Insurance.

 Philately
o Promotion of philately,
 Issue of definitive postage stamps.
 Issue of commemorative and special postage stamps
o Delivery through Philatelic Bureau and counters as well as through ePost Office.

 Counter Services :
o Counter services are provided from post offices (Departmental and Branch Office s), Mail Offices or any other outlet
designated for the purpose. These include :
 Sale of postage stamps and postal stationery etc.
 Booking of registered, insured, Speed Post, and other mail articles etc.
 Booking of money orders, various transactions relating to Post Office Savings and Postal Life Insurance (PLI)/Rural
Postal Life Insurance (RPLI) etc.

 ePost Office for anytime anywhere transaction related to instant money order, electronic money order, PLI Premium and philately
products. [Link]

09.02.2015 Citizen’s Charter of DOP

3
 Service Standards of services provided by the Department of Posts (DOP)
[Link]. Services/Transaction Success Indicators Service Standards Unit

A Service Standards of various services for Departmental Post Offices

1 Mails Time from posting / booking to delivery  Excludes day of posting for articles booked after cut-off time,
holidays & Sundays Unit in Days
 Excludes adverse effect of curfew, bandh, strike, cancelllation of
means of transport or off-loading /non-carriage of mails by carriers
/Minutes
due to reasons beyond the control of the Deptt of Posts (DOP)
 Standards apply to articles conforming to Gazette notification no:
etc.
486, dated 23.09.2013, and bearing correct address & Pin code

1.1 Delivery of First Class Local (within Municipal City Limits) 2

Registered and Between Metro cities (Delhi, Mumbai, Kolkata,
2-3
Unregistered Mail Chennai, Hyderabad and Bengaluru)
Same state 3-4
Neighboring state 3-4 Days
Rest of the country (for cities not covered in the 5-6
category of same state & neighboring state)
1.2 Delivery of Express Parcel For 84 cities (within local municipal limits) Specific city-to-city norms available on
website of India Post
Local (for cities other than the 84 cities covered 2
under revised norms for city-to-city norms and
covering only Municipal limits)
Same state (for cities other than the 84 cities 3-4
and local mail covered under revised norms)
Days
Neighboring state (for cities other than the 84 3-4
cities covered under revised norms)
Rest of the country (for cities other than the 84 5-6
cities covered under revised norms and not
covered in same state & neighboring state)
1.3 Delivery of Business Parcel Local (within Municipal City Limits) 2-3
Between Metro cities (Delhi, Mumbai, Kolkata, 3-4
Chennai, Hyderabad and Bengaluru)
Same state 4
Neighboring state 4 Days
Rest of the country (for cities not covered in 5-7
the category of same state & neighboring state)
1.4 Delivery of Second Class Local (within Municipal City Limits) 3 Days

09.02.2015 Citizen’s Charter of DOP

4
[Link]. Services/Transaction Success Indicators Service Standards Unit

Mail Between Metro cities (Delhi, Mumbai, Kolkata,

4
Chennai, Hyderabad and Bengaluru)
Same state 4
Neighboring state 4
Rest of the country (for cities not covered in 5-7
the category of same state and neighboring state)
1.5 Delivery of Speed Post For 87 cities: Specific norms on city-to-city basis. Details available on website of India Post
articles Local: for cities other than the 87 cities covered 2
under revised norms)
Same State(for cities other than the 87 cities and 2-4
local mail)
Neighboring state: (for cities other than the
2-4 Days
87 cities covered under revised norms)
Rest of the country: (for cities other than the 87
cities norms and not covered in same state and 4-6
neighboring state)
1.6 International EMS articles All Group A: Afghanistan, Bangladesh, Bhutan, 3-7
International Mail articles are Hong Kong, Kuwait, Maldives, Nepal,
subject to customs Pakistan, Singapore, Sri Lanka, Switzerland,
examination. Period for Thailand, United Kingdom of Great Britain
customs examination/ Group B: Australia, Canada, France, 4-10
detention is not included in Germany, Japan, Kenya, Korea, Oman,
the service standards. These Qatar, Saudi Arabia, South Africa, Spain, UAE,
are “End to End” delivery USA
standards. Group C: Argentina, Austria, Bahrain, Belgium, 6-12
Brunei Darussalam, Bulgaria (Rep),
Cambodia, China, Denmark, Ethiopia,
Days
Ghana, Greece, Hungary, Indonesia, Ireland,
Israel, Italy, Jordan, Macao (China), Malaysia,
Mauritius, Mexico, Netherlands, New Zealand,
Nigeria, Norway, Poland, Portugal, Philippines,
Romania, Russia, Sweden, Turkey, Uganda,
Ukraine, Vietnam
Group D: Barbados, Belarus, Bermuda, 9-16
Botswana, Cape Verde, Cayman Island,
Cuba, Cyprus, Democratic Republic of
Congo, Egypt, El Salvador, Eritrea, Estonia, Fiji,
Georgia, Guyana, Iceland, Iran, Iraq, Latvia,
09.02.2015 Citizen’s Charter of DOP
5
[Link]. Services/Transaction Success Indicators Service Standards Unit

Luxembourg, Malawi, Mongolia, Morocco,

Namibia, Nauru, Niger, Panama (Rep), Papua
New Guinea, Rwanda, Senegal, Sudan,
Taiwan, Tanzania, Tunisia, Yemen
2 Financial Services
2.1 Money Remittance Time from booking to transfer / payment Unit in Days
/Minutes
etc.
2.1.1 Instant Money Order – Booking to transfer to payee post office 15 Minutes
payment on same day. Payment on production of code and ID
(service available at specified by receiver at the destination post office 20 Minutes
offices)
2.1.2 Delivery of Money Order Local* and between Metro Cities**
* Local – within Municipal City limits
3
** Metro- Delhi, Mumbai, Kolkata, Chennai,
Hyderabad and Bengaluru. Days
Rest of India 5-7
2.1.3 International Money Transfer Payment on production of code and KYC 30 Minutes
Service (Payments of instant Inward documents, as per risk categorization, by
remittances received through Money receiver at the destination post office subject
Transfer operators like Western Union / to availability of internet connectivity and
MoneyGram) (Service available at
sufficient cash.
specified offices)
2.1.4 Mobile Money Transfer Registration of details by PO in the mobile 15 Minutes
Service-Payment on the application as mentioned by the remitter in
same day (Facility available in the Cash-in Form.
MMTS covered Post Offices Payment on production of secret code and 20 Minutes
Sender and receiver both require confirmation SMS by receiver at the
working mobile connections). destination post office.
Prerequisites and technical
conditions are available at the
website of India Post.
2.2 Post Office Savings Bank (The standards apply to non CBS Post Offices only)
2.2.1 Opening of account,
closing of account, Please see Counter Services.
withdrawal and deposit.
2.2.2 Transfer of Accounts (Please Time taken for opening of account at the
collect receipt issued at the post office where transfer is sought 1 Day
- When request is for transfer of accounts
09.02.2015 Citizen’s Charter of DOP
6
[Link]. Services/Transaction Success Indicators Service Standards Unit

time of acceptance of within the same Head Post Office

request)
When request is for transfer of accounts within
post offices which are under different Head 7
Post Offices. Days
When request is made at the transferee post
20
office
2.2.3 Settlement of customer
requests for : Time taken for settlement starting from
- Deceased claims, the time of receipt of completed 7 Days
- Issue of Duplicate Passbook, documents.
- Interest posting (in office
other than Head Post Office)
2.2.4 Savings Certificate
- Issue of Savings Certificate Please see Counter Services
- Discharge of Savings
Certificate at the post
office of purchase.
2.2.5 Discharge of Savings Time taken from the receipt of
Certificates at post office application for discharge of certificates
30 Days
other than the office of at the post office.
purchase
2.2.6 Transfer of Savings Time taken from the receipt of
30 Days
Certificate application for transfer at the post office.
2.2.7 Issue of Duplicate Time taken from the receipt of application
Certificate along with required documents :
- at the post office of issue of the 30 Days
- Certificate.
2.3 Postal Life Insurance and Rural Postal Life Insurance
2.3.1  Acceptance Letter
 Issue of Policy Bond Time taken from the receipt of 15
2.3.2 Settlement on Maturity of completed documents Days
policy 30
2.3.3 Settlement of PLI/RPLI With nomination
death claims Without nomination – (time taken after 30
09.02.2015 Citizen’s Charter of DOP
7
[Link]. Services/Transaction Success Indicators Service Standards Unit

production of required documents.)

Involving investigation 90
2.3.4 Transfer of policy from one Time taken from the receipt of
Circle to another completed documents 10 Days

2.3.5 Paid up Value of policy Time taken for settlement on receipt of

30 Days
request
2.3.6  Revival of policy Time taken from receipt of request
15
 Conversion of policy
2.3.7 Settlement of following
customer requests : Time taken for settlement on receipt of
- Loan against policies, request
- Change of address,
10
- Change of nomination, Days
- Assignment of policy,
- Issue of duplicate policy
bond
2.3.8 To issue license for Time taken for grant of license on receipt
10
Franking Machines of request
2.3.9 To renew license for Time taken for grant of license on receipt
5
Franking Machines of request
3 Counter Services
3.1 Sale of Stamps and Transaction time at the counter
3
Stationary (excluding waiting time in queue)
3.2 Booking of articles Transaction time at the counter
Registered, Speed Post, (excluding waiting time in queue) Minutes
Value Payable, Insured,
Money Order, eMO, Premia 5
collection for PLI/RPLI, sale
of forms and bill collection.
3.3 Philately services are No time norm could be hard and fast
available at Philately prescribed here for completing
Bureaux / counters in limited transactions as customers take their own 1 Day
post offices time to choose and select products. Yet
it is expected that the transaction would
09.02.2015 Citizen’s Charter of DOP
8
[Link]. Services/Transaction Success Indicators Service Standards Unit

be concluded by the customer within a

day.
3.4 Savings Bank and Savings
Certificate Transactions - Transaction time at the counter
Deposit, Withdrawals, (excluding waiting time in queue) 5
updation of pass book
3.5 Savings Bank and Savings
Certificate Transactions - Transaction time at the counter Minutes
Opening of Account, (excluding waiting time in queue)
Closure of Accounts, 15
Issuance of Certificates,
Discharge of Certificate
B Service Standards of various services for Branch Office

4 Transactions for which the Branch Office is authorized

4.1 - Sale of Stamps and Transaction Time at Branch Office

3 Minutes
stationery
4.2
Miscellaneous Services Transaction Time at Branch Office

- Booking of Registered
Articles,

- Booking of Money Orders,

- Collection and Payment 10 Minutes

of PLI premia,

- Post Office Savings Bank

Deposit ,

- Post Office Savings Bank

Withdrawals up to Rs.
5000/-, etc.
09.02.2015 Citizen’s Charter of DOP
9
[Link]. Services/Transaction Success Indicators Service Standards Unit

5 Transaction which are required to be authorized / routed through the Account Office

5.1 - Transaction which are Completion or settlement of the + 6 days in addition to the relevant Days
required to be authorized / transaction. service standards declared for
routed through the (Includes processing time at the Account authorized Branch Office s.
Account Office e.g. : office.)

- Withdrawals above Rs. Add 5 days to each of the corresponding

5000/-, service standards for Departmental Post
Offices.
- Post Office Savings Bank
Accounts opening and
closing,

- Post Office Savings Bank

maturity claims, discharge
of certificates

- Maturity claims of Postal

Life Insurance and Rural
Postal Life Insurance
policies, etc.

C Service Standards of Public Grievance Redress

6.1 Issue of Acknowledgement Time from lodging of complaint 1 Day

of complaint. - at Customer Care Centre
(Instantaneous in case of web Time from lodging of complaint 3 Days
registration) By post or other means
6.2 Settlement of Complaints Time from lodging of complaint
60
6.3 Settlement of complaint in Time from lodging of complaint Days
cases requiring 90
investigation

09.02.2015 Citizen’s Charter of DOP

10
D Miscellaneous
D.1 Expectations from Service Recipients
1. Mails
1.1  Address of addressee and sender should contain House Number, Name of Street, City, District, State and Pin Code.
 Name of village of addressee and the name of the delivery Branch Office of the addressee.
 Phone number of the sender and addressee (optional).
1.2 To conform to packing, size and content requirements for registered and Insured articles and parcels.
[Link]
1.3 To comply with instructions for articles prohibited by Post. [Link]
1.4 To affix correct amount of postage on mail articles.
1.5 To provide Mail Box on the ground floor for each address in the multi storied building.
1.6 To notify the delivery post office of the change of address and provide the forwarding address.
1.7 To give proper authorization to his/her representative for receiving delivery of registered , insured, money orders and Speed
Post etc. in his/her absence.
2 Money Order/Mails Services
2.1 To cooperate by producing ID on demand by Postmen or at the counter.
2.2 To insist on obtaining receipts for articles and money orders booked.
3 Savings Bank / Cash Certificate Services
3.1 To provide Know Your Customer (KYC) documents as prescribed.
3.2 To check the Agency Number, Authorization and validity of the Small Savings and Postal Life Insurance Agents and Rural
Postal Life Insurance Agents before carrying out any transactions with them.
3.3 To keep pass book updated and secure. Obtain receipt if passbook is handed over to the post office. Check that the last
balance in the Pass Book matches with that written in the receipt.
3.4 To make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance and Rural Postal
Life Insurance.
4 Financial Services
4.1 Not to disclose the code number/Secret code of instant money order, MO Videsh and Mobile Money Remittance Service
communicated by the Post Office to any person other than the recipient/s.
4.2 To bring the officially valid ID for iMO payments.
4.3 While availing of the Mobile Money Remittance Service, production of secret code (as communicated by sender) and
confirmation SMS (as sent by PO to the receiver) at the destination post office by the receiver.
5 Savings Bank / Cash Certificate/Postal Life Insurance Services
5.1 To collect receipt when handing over requests for transfer or deceased claim cases.
6 General / Public Grievance Redress Services
6.1 To lodge a complaint within 60 days of the transaction/availing of a service, relating to any deficiency in service.
09.02.2015 Citizen’s Charter of DOP
11
D.2 Grievance Redress Mechanism (GRM) in the Department of Posts

1 When to lodge the Complaints are to be lodged within 60 days of the transaction / availing of a service.
complaints Complaints like claims and customer requests for Post Office Savings Bank , Savings Certificate ,
Postal Life Insurance and Rural Postal Life Insurance are to be lodged after the number of days in
the prescribed service standard is over.
2 Where to lodge the Complaints and Suggestion Book for complaints pertaining to services in the post office in particular
Complaints or for giving suggestions for improvement. Complaints and Suggestion Book is available in all post
offices and is required to be given to customer when demanded.
- Complaints relating to any deficiency in service can be lodged :
o Online at [Link]/[Link] or [Link]/
o By hand or by Post at :
 any of the 16,174 Sevottam Compliant Customer Care Centers in the country
 Post Office where transaction took place,
 Office of Senior Superintendent of Post Offices/ Superintendent of Posts Offices.
 At any Post Office.
 For Value Payable articles complaints are to be lodged at the office of booking.
( Some cases will involve payment of charges)
o Complaints for PLI /RPLI can be handed or posted to the Deputy Divisional Manager
(PLI/RPLI) stationed at each Circle Office headquarters and Development Officer (PLI).
3 How to lodge - Online complaints require filling up of the forms to capture all the details.
complaints - In other cases complete information needs to be given with reference to the transaction, service
failure and proof of transaction.
4 Acknowledgement of - Complaints lodged on the web will be acknowledged instantaneously.
Complaints - Complaints handed in person at the Customer Care Centre will be acknowledged at the time of
handing.
- In other cases acknowledgement will be sent in 3 days.
5 Time for redress - 60 days (if delay is expected an interim reply within 60 days to follow indicating the reason for delay and
additional time required for redress)
- Complaints requiring investigations (Interim reply may be given) - 90 days.
6 Escalation of complaints - In case the complaint is not redressed in time or to the satisfaction of the customer the complaint
not redressed within may be taken up with the Postmaster General of the Region or the Chief Postmaster General of
stipulated time the Circle.
7 Nodal officers for DDG (PG), Department of Posts, Dak Bhavan, New Delhi. 110001 (other than. PLI)
handling grievances at dgpgq@[Link]
HQ level. Ms. Meera Tshering,GeneralManager (Business & Investments), Directorate of Postal Life Insurance,Chankyapuri Post Office

Complex, New Delhi—110023. (For complaints relating to PLI/RPLI) Helpline 011-24122169, 09868388925 (Mob.) mtshering@[Link]

09.02.2015 Citizen’s Charter of DOP

12
List of Responsibility Centers
Department of Posts (DOP) does not have responsibility Centers i.e. Boards, Trusts or PSUs. This has been reflected in the Results
Framework Document (RFD) of the DOP.

Date of next Review

The Citizen’s charter is issued in 2015 after consultation with stakeholders. The next review is due in February, 2016.

******************

09.02.2015 Citizen’s Charter of DOP

13