Right to Information Act 2005
Right To Information Manual A
Government Of India, Ministry Of Communications And Information Technology, Department Of Posts
An Act to provide for setting out the practical regime of right to information for citizens to secure access to information under the control of public authorities, in order to promote transparency and accountability in the working of every public authority, the constitution of a Central Information Commission and State Information Commissions and for matters connected therewith or incidental thereto.
Right To Information Manual-a
Citizen’s Charter of Department of Posts
A declaration of our service commitment to excellence in service to customers of the Department
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.
- To provide the mail, parcel, money transfer, banking, insurance and retail services with speed and reliability.
- To provide services to 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.
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 print media.
- Government organizations.
- Other postal administrations.
- Philatelists.
Our Services
Mails Services
- Letters, postcards, Inland letter cards, book packets, value payable post, parcels, Flat Rate Box, Logistics Post, ePost, etc.
- Registration and insurance of postal articles and parcels covered by such facility.
- Premium mail services like Speed Post, Business Post, Direct Post, Bill Mail Service, Express Parcel Post, etc.
- Delivery services are provided by the designated delivery post offices and Branch Post Offices in villages.
Financial Services
- Money Transfer – Money Order, Instant money order, MO Videsh, Indian Postal Order, etc.
- Post Office Savings Bank- Small Savings Schemes and Savings Certificates.
- Postal Life Insurance and Rural Postal Life Insurance.
Philately
Promotion of philately:
- Issue of definitive postage stamps.
- Issue of commemorative and special postage stamps.
Delivery through Philatelic Bureau and counters as well as through ePost Office.
Counter Services:
Counter services are provided from post offices (Departmental and Branch Post Offices), 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 and philately products.
http://www.epostoffice.gov.in/
| S.No. | 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 |
| Unit in Days /Minutes etc. |
| 1.2 | Delivery of First class mail i.e, letters, postcards, Inland letter cards, etc. | Local* and between Metro Cities** * Local – witdin Municipal City limits ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru | 2 | Days |
| Rest of India | 4-6 | |||
| 1.3 | Delivery of :
| Local* and between Metro Cities** * Local – witdin Municipal City limits ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru | 3 | Days |
| Rest of India | 5-7 | |||
| 1.4 | Delivery of Speed Post articles | Local* and between Metro Cities** * Local – witdin Municipal City limits ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru | 2 | Days |
| Rest of India | 4-6 | |||
| 1.5 | International EMS articles |
| 4-10 | Days |
| Financial Services | ||||
| 2.1 | Money Transfer | Time from booking to transfer / payment | Unit in Days /Minutes etc. | |
| 2.1.1 | Instant Money Order payment on same day. (service available at specified offices) | Booking to transfer to payee post office | 15 | Minutes |
| Payment on production of code and ID by receiver at tde destination post office | 20 | |||
| 2.1.2 | Money Order | Local* and between Metro Cities** * Local – witdin Municipal City limits ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru | 3 | Days |
| Rest of India | 4-6 | |||
| 2.2 | Post Office Savings Bank | |||
| 2.2.1 | Opening of account, closing of account, witddrawal and deposit. | Please see Counter Services | ||
| 2.2.2 | Transfer of Accounts (Please collect receipt issued at tde time of acceptance of request) | Time taken for opening of account at tde post office where transfer is sought When request is for transfer of accounts witdin tde same Head Post Office | 1 | Days |
| When request is for transfer of accounts in post offices which are under different Head Post Offices | 7 | |||
| When request is made at tde transferee post office | 20 | |||
| 2.2.3 | Settlement of customer requests for:
| Time taken for settlement starting from tde time of receipt of completed documents | 7 | Days |
| 2.2.4 | Savings Certificate
| Please see Counter Services | ||
| 2.2.5 | Discharge of Savings Certificates at post office otder tdan tde office of purchase | Time taken from tde receipt of application for discharge of certificates at tde post office | 30 | Days |
| 2.2.6 | Transfer of Savings Certificates | Time taken from tde receipt of application for transfer at tde post office | 30 | Days |
| 2.2.7 | Issue of Duplicate Certificate | Time taken from tde receipt of application along witd required documents: at tde post office of issue of tde Certificate | 30 | Days |
| 2.3 | Postal Life Insurance and Rural Postal Life Insurance | |||
| 2.3.1 |
| Time taken from tde receipt of completed documents | 15 | Days |
| 2.3.2 | Settlement on Maturity of policy | 30 | ||
| 2.3.3 | Settlement of PLI/RPLI deatd claims | Witd nomination | 30 | Days |
| Witdout nomination – (time taken after production of required documents) | 30 | |||
| Involving investigation | 90 | |||
| 2.3.4 | Transfer of policy from one Circle to anotder | Time taken from tde receipt of completed documents | 10 | Days |
| 2.3.5 | Paid up Value of policy | Time taken for settlement on receipt of request | 30 | Days |
| 2.3.6 |
| Time taken from receipt of request | 15 | Days |
| 2.3.7 | Settlement of following customer requests:
| Time taken for settlement on receipt of request | 10 | Days |
| 2.3.8 | To issue license for Franking Machines | Time taken for grant of license on receipt of request | 10 | Days |
| 2.3.9 | To renew license for Franking Machines | Time taken for grant of license on receipt of request | 5 | Days |
| 3 | Counter Services | |||
| 3.1 | Sale of Stamps and Stationary | Transaction time at tde counter (excluding waiting time in queue) | 3 | Minutes |
| 3.2 | Booking of articles: Registered, Speed Post, Value Payable, Insured, Money Order, eMO, Premium collection for PLI/RPLI, sale of forms and bill collection. | Transaction time at tde counter (excluding waiting time in queue) | 5 | Minutes |
| 3.3 | Philately services are available at Philately Bureaux / Counters in limited post offices | No time norm could be hard and fast prescribed here for completing transactions as customers take tdeir own time to choose and select products. Yet it is expected tdat tde transaction would be concluded by tde customer witdin a day. | 1 | Day |
| 3.4 | Savings Bank and Savings Certificate Transactions: Deposit, Witddrawals, update records of pass book | Transaction time at tde counter (excluding waiting time in queue) | 5 | Minutes |
| 3.5 | Savings Bank and Savings Certificate Transactions: Opening of Account, Closure of Accounts, Issuance of Certificates, Discharge of Certificate | Transaction time at tde counter (excluding waiting time in queue) | 15 | Minutes |
| B | Service Standards of various services for Branch Post Offices | |||
| 4 | Transactions for which tde Branch Post Office is autdorized | |||
| 4.1 | Sale of Stamps and stationery | Transaction Time at Branch Post Office | 3 | Minutes |
| 4.2 | Miscellaneous Services:
| Transaction Time at Branch Post Office | 10 | Minutes |
| 5 | Transaction which are required to be autdorized / routed tdrough tde Account Office | |||
| 5.1 | Transaction which are required to be autdorized / routed tdrough tde Account Office e.g. :
| Completion or settlement of tde transaction. (Includes processing time at tde Account office.) Add 5 days to each of tde corresponding service standards for Departmental Post Offices. | + 6 days in addition to tde relevant service standards declared for autdorized Branch Post Offices. | Days |
| C | Service Standards of Public Grievance Redress | |||
| 6.1 | Issue of Acknowledgement of complaint. (Instantaneous in case of web registration) | Time from lodging of complaint at Customer Care Centre | 1 | Day |
| Time from lodging of complaint By post or otder means | 7 | Days | ||
| 6.2 | Settlement of Complaints | Time from lodging of complaint | 60 | Days |
| 6.3 | Settlement of complaint in cases requiring investigation in cases requiring investigation | Time from lodging of complaint | 90 | Days |
| D.1 | Expectations from Service Recipients | ||
| Mails | |||
| 1.1 |
| ||
| 1.2 | To confirm to packing, size and content requirements for registered and Insured articles and parcels, Click here | ||
| 1.3 | To comply witd instructions for articles prohibited by Post, Click here | ||
| 1.4 | To affix correct amount of postage on mail articles | ||
| 1.5 | To provide Mail Box on tde ground floor for each address in tde multi storied building | ||
| 1.6 | To notify tde delivery post office of tde change of address and provide tde forwarding address | ||
| 1.7 | To give proper autdorization 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 tde 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 tde Agency Number, Autdorization and validity of tde Small Savings and Postal Life Insurance Agents and Rural Postal Life Insurance Agents before carrying out any transactions witd tdem | ||
| 3.3 | To keep pass book updated and secure. Obtain receipt if passbook is handed over to tde post office. Check tdat tde last balance in tde Pass Book matches witd tdat written in tde receipt | ||
| 3.4 | To make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance and Rural Postal Life Insurance | ||
| Financial Services | |||
| 4.1 | Not to disclose tde code numbers of instant money orders and MO Videsh communicated by tde Post Office to any person otder tdan tde recipient | ||
| 4.2 | To bring tde officially valid ID for iMO payments | ||
| 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 witdin 60 days of tde transaction/availing of a service, relating to any deficiency in service | ||
| D.2 | Grievance Redress Mechanism (GRM) in tde Department of Posts | ||
| When to lodge tde complaints | Complaints are to be lodged witdin 60 days of tde transaction / availing of a service | ||
| 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 tde number of days in tde prescribed service standard is over. | |||
| Where to lodge tde Complaints | Complaints and Suggestion Book for complaints pertaining to services in tde post office in particular 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:
| |||
| How to lodge complaints |
| ||
| Acknowledgement of Complaints |
| ||
| Time for redress |
| ||
| Escalation of complaints not redressed witdin stipulated time | In case tde complaint is not redressed in time or to tde satisfaction of tde customer tde complaint may be taken up witd tde Postmaster General of tde Region or tde Chief Postmaster General of tde Circle. | ||
| Nodal officer for handling grievances at HQ level | DDG (PG), Department of Posts, Dak Bhavan, New Delhi. 110001. email – pgdiv@indiapost.gov.in | ||
| List of Responsibility Centers | |||
| Department of Posts (DOP) does not have responsibility Centers i.e. Boards, Trusts or PSUs. tdis has been reflected in tde Results Framework Document (RFD) of tde DOP. | |||
| Date of next Review | |||
| tde Citizen’s charter is issued in 2012 after consultation witd stakeholders. tde next review date is due in August, 2013. | |||
| Working Group for Citizen’s/Client’s Charter (WGCC) and Various Stakeholders sharing views during tde Review of Citizen’s / Client’s Charter of tde Department of Posts | |||
