Citizen's Charter
Our Vision:-
India Post's products and service will be the customer's first choice.
Mission:-
- To sustain its position as the largest postal network in 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 plateform.
Service Standards:-
Service/Transaction - Counter Service including SB deposit,
----------------------------withdrawal and updation of passbook.
Success Indicator-----Trnsaction time at counter (excluding
---------------------------waiting time in queue.
Service Standard----- 5 Minutes
------------------------------------------------------------------------
Service/Transaction- Counter service - opening and closing of
---------------------------SB account, issue and discharge of
---------------------------Savings Certificates.
Success Indicator----Transaction time at the counter
---------------------------(excluding waiting time).
Service Standards-- 15 Minutes
-------------------------------------------------------------------------
Service/Transaction--Delivery of letters, Postcards, Inland
letter cards and Speed Post articles.
Success Indicator-----(1) Local (Within Munispal City limits)
--------------------------------and betwwen Metro Cities (Delhi,
--------------------------------Mumbai, Kolkata, Chennai,
--------------------------------Hyderabad and Banglore) .
----------------------------(2) Rest of India
Service Standard------(1) 2 days (2) 2-6 days
-----------------------------------------------------------------------
Service/Transaction--Delivery of Registered letters/ Insured,
EPP, Parcels, Book Packets, Registered
Newspapers etc.
Success Indicator-----(1) Local (Within Munispal City limits)
and betwwen Metro Cities(Delhi,
Mumbai, Kolkata, Chennai,
Hyderabad and Banglore).
(2) Rest of India
Service Standard----- (1) 3 days (2) 5-7 days
-----------------------------------------------------------------------
Service/Transaction---Delivery of International EMS
Success Indicator------Exclussive of time taken in custom
----------------------------examination.
Service Standard------4-10 days
-------------------------------------------------------------------------
Service/Transaction---iMO payment on same day
----------------------------(Service available at specified offices)
Success Indicator----- (1) Booking
----------------------------(2) Payment on production of code
--------------------------------and ID
Service Standard-------(1) 15 Miutes (2) 20 Minutes
------------------------------------------------------------------------
Service/Transaction----Money Orders
Success Indicator-------(1) Local (Within Munispal City limits)
----------------------------------and betwwen Metro Cities (Delhi,
----------------------------------Mumbai, Kolkata, Chennai,
----------------------------------Hyderabad and Banglore) .
(2) Rest of India
Service Standard--------(1) 3 days (2) 4-6 days
------------------------------------------------------------------------
Service/Transaction-----Trasfer of SB Account
Success Indicator------- Time taken for opening of accunt at
the Post Office where transfer is
saught
-------------------------------(1) When request is for transfer of
accounts within the same HO.
-------------------------------(2) When request is for transfer of
accounts in post office which are
under different HO
-------------------------------(3) When request is made for transfer
at the transferee post office.
Service Standard---------(1) 1 day (2) 7 days (3) 20 days
-------------------------------------------------------------------------
Service/Transaction-------Settlement of deceased claims,
--------------------------------issue of duplicate passbook and
--------------------------------interest posting (in office other
--------------------------------than Head Office)
Success Indicator---------Time taken for settlement starting
--------------------------------from the time of receipt of
--------------------------------completed documents.
Service Standard----------7 days
-------------------------------------------------------------------------
Service/Transaction------Transfer of certificate.
Success Indicator---------Time taken from the receipt of
--------------------------------application for transfer at the post
--------------------------------office.
Service Standard----------30 days
-----------------------------------------------------------------
Service/Transaction------Issue of Duplicate Certificate
Success Indicator---------Time taken from the receipt of -----------------------------------------application alongwith required -----------------------------------------documents at the post office of issue ---------------------------------of the certificate.
Service Standard----------30 days
----------------------------------------------------------------------
Service/Transaction------Issue of PLI/RPLI Acceptance Letters -------------------------------and Polivy Bond.
Success Indicator---------Time taken from the receipt of -----------------------------------------complited documents.
Service Standard----------15 days
--------------------------------------------------------------------
Service/Transaction------Settlement of claims ofPLI/RPLI -------------------------------------Policy.
Success Indicator---------Time taken from the receipt of -----------------------------------------completed documents.
Service Standard----------30 days
--------------------------------------------------------------------------
Service/Transaction------Settlement of claims on the death of --------------------------------PLI/RPIL policy holder
Success Indicator---------(1) With nomination
-------------------------------(2)Without nomination(Time taken ---------------------------------------after production of required
-----------------------------------documents)
--------------------------------(3) Involving investigation
Service Standard----------(1) 30 days (2) 30 days (3) 90 days
-------------------------------------------------------------------------
Service/Transaction-------Transfer of PLI/RPLI policy from -------------------------------------one Circle to another
Success Indicator----------Time taken from settlement on
---------------------------------receipt of request
Service Standard-----------10 days
------------------------------------------------------------------------- Service/Transaction-------Paid up policy
Success Indicator---------Time taken for settlement on receipt ----------------------------------of request.
Service Standard----------30 days
----------------------------------------------------------------------------
Service/Transaction------Revival and conversion of PLI/RPLI --------------------------------policy
Success Indicator--------Time taken from receipt of request
Service Standard---------15 days
---------------------------------------------------------------------
Service/Transaction----- Settlement of request for loan against
-------------------------------policies, change of address, change of --------------------------------nomination assignment ofpolicy and
-------------------------------issue of duplicate policy bond.
Success Indicator--------Time taken for settlement on receipt
-------------------------------of request.
Service Standard---------10 days.
------------------------------------------------------------------------
Service/Transaction------Branch Post Office
Success Indicator---------(1) Transactions for which such post
------------------------------------office is authorised .
--------------------------------(2) Transactions which require
-------------------------------------approval of Account office -
-------------------------------------Normal time as fixed for
-------------------------------------Departmental Post Office.
Service Standard-----------(1) 1 day (2) +7 days
---------------------------------------------------------------------
Service/Transaction----------
Success Indicator------------
Service Standard-------------
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Service/Transaction----------
Success Indicator------------
Service Standard-------------
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Service/Transaction----------
Success Indicator------------
Service Standard-------------
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Service/Transaction----------
Success Indicator------------
Service Standard-------------
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----------------------------withdrawal and updation of passbook.
Success Indicator-----Trnsaction time at counter (excluding
---------------------------waiting time in queue.
Service Standard----- 5 Minutes
------------------------------------------------------------------------
Service/Transaction- Counter service - opening and closing of
---------------------------SB account, issue and discharge of
---------------------------Savings Certificates.
Success Indicator----Transaction time at the counter
---------------------------(excluding waiting time).
Service Standards-- 15 Minutes
-------------------------------------------------------------------------
Service/Transaction--Delivery of letters, Postcards, Inland
letter cards and Speed Post articles.
Success Indicator-----(1) Local (Within Munispal City limits)
--------------------------------and betwwen Metro Cities (Delhi,
--------------------------------Mumbai, Kolkata, Chennai,
--------------------------------Hyderabad and Banglore) .
----------------------------(2) Rest of India
Service Standard------(1) 2 days (2) 2-6 days
-----------------------------------------------------------------------
Service/Transaction--Delivery of Registered letters/ Insured,
EPP, Parcels, Book Packets, Registered
Newspapers etc.
Success Indicator-----(1) Local (Within Munispal City limits)
and betwwen Metro Cities(Delhi,
Mumbai, Kolkata, Chennai,
Hyderabad and Banglore).
(2) Rest of India
Service Standard----- (1) 3 days (2) 5-7 days
-----------------------------------------------------------------------
Service/Transaction---Delivery of International EMS
Success Indicator------Exclussive of time taken in custom
----------------------------examination.
Service Standard------4-10 days
-------------------------------------------------------------------------
Service/Transaction---iMO payment on same day
----------------------------(Service available at specified offices)
Success Indicator----- (1) Booking
----------------------------(2) Payment on production of code
--------------------------------and ID
Service Standard-------(1) 15 Miutes (2) 20 Minutes
------------------------------------------------------------------------
Service/Transaction----Money Orders
Success Indicator-------(1) Local (Within Munispal City limits)
----------------------------------and betwwen Metro Cities (Delhi,
----------------------------------Mumbai, Kolkata, Chennai,
----------------------------------Hyderabad and Banglore) .
(2) Rest of India
Service Standard--------(1) 3 days (2) 4-6 days
------------------------------------------------------------------------
Service/Transaction-----Trasfer of SB Account
Success Indicator------- Time taken for opening of accunt at
the Post Office where transfer is
saught
-------------------------------(1) When request is for transfer of
accounts within the same HO.
-------------------------------(2) When request is for transfer of
accounts in post office which are
under different HO
-------------------------------(3) When request is made for transfer
at the transferee post office.
Service Standard---------(1) 1 day (2) 7 days (3) 20 days
-------------------------------------------------------------------------
Service/Transaction-------Settlement of deceased claims,
--------------------------------issue of duplicate passbook and
--------------------------------interest posting (in office other
--------------------------------than Head Office)
Success Indicator---------Time taken for settlement starting
--------------------------------from the time of receipt of
--------------------------------completed documents.
Service Standard----------7 days
-------------------------------------------------------------------------
Service/Transaction------Discharge of Savings Certificate at
------------------------------- Post Office other than the ofice of
------------------------------- purchase.
Success Indicator---------Time taken from the receipt of
--------------------------------application for discharge of certificate
--------------------------------at the post office
Service Standard----------30 days
-------------------------------------------------------------------Service/Transaction------Transfer of certificate.
Success Indicator---------Time taken from the receipt of
--------------------------------application for transfer at the post
--------------------------------office.
Service Standard----------30 days
-----------------------------------------------------------------
Service/Transaction------Issue of Duplicate Certificate
Success Indicator---------Time taken from the receipt of -----------------------------------------application alongwith required -----------------------------------------documents at the post office of issue ---------------------------------of the certificate.
Service Standard----------30 days
----------------------------------------------------------------------
Service/Transaction------Issue of PLI/RPLI Acceptance Letters -------------------------------and Polivy Bond.
Success Indicator---------Time taken from the receipt of -----------------------------------------complited documents.
Service Standard----------15 days
--------------------------------------------------------------------
Service/Transaction------Settlement of claims ofPLI/RPLI -------------------------------------Policy.
Success Indicator---------Time taken from the receipt of -----------------------------------------completed documents.
Service Standard----------30 days
--------------------------------------------------------------------------
Service/Transaction------Settlement of claims on the death of --------------------------------PLI/RPIL policy holder
Success Indicator---------(1) With nomination
-------------------------------(2)Without nomination(Time taken ---------------------------------------after production of required
-----------------------------------documents)
--------------------------------(3) Involving investigation
Service Standard----------(1) 30 days (2) 30 days (3) 90 days
-------------------------------------------------------------------------
Service/Transaction-------Transfer of PLI/RPLI policy from -------------------------------------one Circle to another
Success Indicator----------Time taken from settlement on
---------------------------------receipt of request
Service Standard-----------10 days
------------------------------------------------------------------------- Service/Transaction-------Paid up policy
Success Indicator---------Time taken for settlement on receipt ----------------------------------of request.
Service Standard----------30 days
----------------------------------------------------------------------------
Service/Transaction------Revival and conversion of PLI/RPLI --------------------------------policy
Success Indicator--------Time taken from receipt of request
Service Standard---------15 days
---------------------------------------------------------------------
Service/Transaction----- Settlement of request for loan against
-------------------------------policies, change of address, change of --------------------------------nomination assignment ofpolicy and
-------------------------------issue of duplicate policy bond.
Success Indicator--------Time taken for settlement on receipt
-------------------------------of request.
Service Standard---------10 days.
------------------------------------------------------------------------
Service/Transaction------Branch Post Office
Success Indicator---------(1) Transactions for which such post
------------------------------------office is authorised .
--------------------------------(2) Transactions which require
-------------------------------------approval of Account office -
-------------------------------------Normal time as fixed for
-------------------------------------Departmental Post Office.
Service Standard-----------(1) 1 day (2) +7 days
---------------------------------------------------------------------
Service/Transaction----------
Success Indicator------------
Service Standard-------------
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Service/Transaction----------
Success Indicator------------
Service Standard-------------
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Service/Transaction----------
Success Indicator------------
Service Standard-------------
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Service/Transaction----------
Success Indicator------------
Service Standard-------------
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