Citizen Charter Of India Post

      

Mails

Services/Transaction	Success Indicators	Service Standards	Unit
Delivery of First class maili.e,  letters, postcards, Inland letter cards, etc.	Local* and between Metro Cities**	2	Days
	Rest of India	4 - 6
Delivery of :Registered / Insured articles, Express Parcel Post Second Class Mails i.e Parcels, Book Packets, Registered Newspapers, etc.	Local* and between Metro Cities**	3	Days
	Rest of India	5-7
Delivery of Speed Postarticles	Local* and between Metro Cities**	2	Days
	Rest of India	4 - 6
International EMS articles	-          All International Mail articles are subject to customs examination.  -          Period for customs examination/detention is not included in the service standards.	4-10
Note:      * Local – within Municipal City limits,               ** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru. §  Number of days indicated under service standard is the Maximum time taken and Excludes day of posting, holidays and Sundays. §  Applies to Articles posted before cut off time.

         Money Transfer

Services/Transaction	Success Indicators	Service Standards	Unit
Payment of Ordinary Money Transfer	Local* and between Metro Cities**	3	Days
	Rest of India	4-6
Payment of Instant Money Order((Service available at specified offices)	Booking to transfer to payee post office	15	Minutes
	Payment on production of code and ID by receiver at the destination post office	20	Minutes

 

  Post Office Savings Bank

Services/Transaction	Success Indicators	Service Standard	Unit
Transfer of Accounts (Please collect receipt issued at the time of acceptance of request)	When request is for transfer of accounts within the 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 the transferee post office	20
Settlement of customer requests for  Deceased claims,Issue of Duplicate Passbook,Interest posting   (in office other than Head Post Office)	Time taken for settlement starting from the time of receipt of completed documents.	7	Days
Savings Certificate
Discharge of SavingsCertificates at post office other than the office of purchase	Time taken from the receipt of application for discharge of certificates at the post office.	30	Days
Transfer of Savings Certificate	Time taken from the receipt of application for transfer at the post office.	30	Days
Issue of Duplicate Certificate	Time taken from the receipt of application along with required documents : -          at the post office of issue of the Certificate.	30	Days

Postal Life Insurance

Services/Transaction	Success Indicators	Service Standard	Unit
·         Acceptance Letter ·         Issue of Policy Bond	Time taken from the receipt of completed documents	15	Days
Settlement on  Maturity of policy		30
Settlement of claims on death of policy holder	With nomination	30
	Without nomination – (time taken after production of required documents.)
	Involving investigation	90
Transfer of policy from one Circle to another		10
Paid up Value of policy	Time taken for settlement on receipt of request	30	Days
·         Revival of policy ·         Conversion of policy	Time taken from receipt of request	15
Settlement of following customer requests : -          Loan against policies, -          Change of address, -          Change of nomination, -          Assignment of policy, -          Issue of duplicate policy bond	Time taken for settlement on receipt of request	10

Counter Service

Services/Transaction	Success Indicators	Service Standard	Unit
Booking of articles Registered, Speed Post, Value Payable, Insured, Money Order, eMO, Premia collection for PLI/RPLI, sale of forms, bill collection,	Transaction time at the counter (excluding waiting time in queue)	5	Minutes
Savings Bank and Savings Certificate Transactions* - Deposit, Withdrawals, updation of pass book	Transaction time at the counter (excluding waiting time in queue)	5
Savings Bank and Savings Certificate Transactions *-Opening of Account, Closure of Accounts, Issuance of Certificates, Discharge of Certificate	Transaction time at the counter (excluding waiting time in queue)	15
Note:    At Project Arrow Post Offices              *For Savings Bank and Certificate Transactions at Head Post Office.

Grievence Redress Mechanism

Services/Transaction	Success Indicators	Service Standard	Unit
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 other means	7
Settlement of Complaints	Time from lodging of complaint	60	Days
Settlement of complaint in cases requiring investigation		90	Days