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Overview:
Postal Department, under Govt. of India, is one of the largest service
providers to million citizens of India spread over a vast region in the country.
Other than Postal services, the organization is also engaged in the field of financial
services in the categories of
(i) Savings Bank service
(ii) Issuance of National savings certificates
(iii) Life Insurance under PLI schemes
(iv) Small savings schemes like IVP, KVPs etc.
(v) Indian post Forex services – India post brings to the customer a wide range
of Forex services in a professional and efficient manner.
(vi) Business Post - Pre mailing services offered to corporate houses for their
bulk mail, e-payment, sale of Mutual fund, mail pick-up services for speed post
(vii) Cargo handling.
On average NCH is receiving complaints against Postal services is about 40- 50 nos.
per month. The natures of complaints are normally as follows:
Frequently Occurring Problems are:-
Postal Services-
• Late Delivery
• Not delivered
• Delay or non receipt of Money Order
• Delay or misplaced of registered letter
• Delay or non receipt of speed post letter − Non-receipt or abnormal delay in receipt
of Money order, even some cases Speed post MO are delaying much time. − Non delivery
or delay in receiving Speed Post letter. − Non receipt or delay in delivery of Parcels.
Financial Services-
• Difficulties in opening SB Account.
• Problem in getting maturity value of PLI / RPLI
• Delay in clearing local cheques
• Non availability of Postal Orders/stamps etc. in rural post offices.
• Not crediting interest in MIS scheme.
• Transfer of SB Pass Book from one city to other takes an inordinate delay.
General FAQs are:
1. Is there any system to compensate for loss or delay in receiving speed
post?
2. Post office SB cheques are dishonored even when there is enough credit balance.
How to resolve the problem?
3. What are the ways to claim compensation when tampered parcels are received?
Advocacy:
Correspondences were made with DAK Bhawan (Director – Postal Grievance) regarding
Postal grievances received from different parts of India.
Convergence @ NCH (online redressal system steps):
Postal department is reluctant to enter into any such system or program with a aim
to redressal of public grievance as proposed by NCH. The department has more than
3304 Customer care centers and CPMG offices spread over all the states covering
whole of India with an apex grievance center in Delhi who are engaged to look after
the grievance of the consumers.
Consumers are advised that with the help of the “web-based grievance redressal system”,
they can easily sort out their problems. Their website is http://www.indiapost.gov.in.
Quality Control Steps:
Complainants at NCH are provided updated
and modified information regarding complaint centers headed by SSPO and CPMG in
each state to redress their postal grievance. For Speed Post complaint redressal
India post has posted Speed post Managers in every speed post centers in the states.
They are absolutely assigned to look after the problems of speed post customers.
Redressal System:
1st Tier: Complaints are to be registered first at the concerned
processing Post Office. If it is not redressed, consumers can follow up with the
2nd tier:
(i) Can complain SSPO of Customer Care Center of the Circle
/Zonal Area.
(ii) Chief Post Master General (CPMG of the concerned State.)
(iii)
At the central office to DDG (PG), DAK Bhawan. 3rd Tier: Can proceed to Consumer
forum. Though the Grievance Redressal System in Postal Department is well net-worked
throughout India, processing of redressal moves at a very slow pace.
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