Sr. No. |
Type of the Service |
Nature of Grievance |
Period within which greivance should be preferred |
Information Furnished
for inquiries |
1. |
Delivery of Unregd. article like
ILC / PC Letters / Invitation Cards / Periodicals / Magazines. |
Non-delay/Delay
in delivery/wrong delivery/ Disputed- cases
Loss of article
Abstraction of
contents
Removal of
Postage Stamps
Improper
stamping of mails/ Non-Stamping
Non-Delivery at
window/ Post Box
Hiring of Post
Bag/Post Box
Misbehavior/Rude
Behavior
Non-clearance
of letter boxes timely/letter box without lock
Dumping of
mails in waste/firing of mails
Conninance of
Postman vis-ą-vis harassment / delivery of letter to other parties.
|
Six months from the date of posting |
Date, time and location of letter-box in which article was posted,
Date of delivery to the addressee
Location / area of defective LB and its non-clearance / dumping and firing of
mails.
Full address of sender /addressee
Wrapper / Cover, if available
Date of application of hiring the Post Box or bag of mails
Whether proper instructions were given for redirection of mails
Legal evidence in case of disputed claims of mails
|
2. |
Registered / Insured articles |
Loss/Abstraction/tampering/
substitution of contents /articles wrong delivery /non-delivery.
(i) |
Delay/Wrong delivery |
(ii) |
Non-receipt of AD |
(iii) |
Demand
of illegal gratification and harassment by the postman |
(iv) |
Conninance
of Postman Vis-ą-Vis irregular return |
(v) |
Rude
behavior/ misbehavior by the Postal Staff |
(vi) |
Non-issue
of original copy of addressees receipt |
(vii) |
Delivery
of articles to disputed addressee |
(viii) |
Inattention
for the recall of articles |
|
Three months from
the date booking where claim for compensation has been made.
Six months form the date of booking
(Where there is no claim for compensation) |
Full address of the sender/addressee
Receipt no., name of PO, Date of booking
Value of Insurance
Nature of contents/substitution noticed
Date of delivery to the addressee or back to sender
Wrapper, cover if available
Whether prescribed fee for obtaining attested copy of addresser receipt has
been paid.
Whether proper instructions were given for redirection or proper authority was
given for delivery to members of family.
Whether prescribed fee has been paid for recall of articles.
|
3. |
Telegraphic Money Orders
Ordinary money orders/ FAMOs/VP articles. |
Non-payment/Delay
in payment/ wrong payment/short payment/ forged payment/part payment
Non
receipt of Acknowledgement
Illegal
demand of gratification vis-a-vis harassment/conninance
Deliberate
with holding of payment
Disputed
cases payment of MO/ Delivery of VP articles
Non stopping
the payment of VPMO requested for by the addressee
Misappropriation
of amount of MO/ fake payment of old age pension MOs.
|
Two months in respect of TMO
where refund of Telegraphic charges has been made
12 months from the date of
booking of MOs, or booking of VP articles or FAMOS.
|
Full address of the remitter/payee.
Name of P.O. Date of booking and amount of MO
VP article the date and PO of booking.
Date of payment/ delivery with amount paid.
Whether prescribed fee in case of VP articles has been paid
Legal evidence in disputed cases.
Whether prescribed fee has been paid if change in the name of the payee is
required.
Whether proper instructions were given for redirection or authority for payment
|
4. |
Speed
Post Articles/Money Orders |
Delay in
delivery/non-delivery
abstractions
of contents
Non-refund of
SP charges
Misbehaviour
at the counter
Harassment by
the delivery staff
|
One month in case of Inland Speed Post
article.
Two months in case of International SP articles.
One month case of SP money orders.
(No time limit has been prescribed as yet).
. |
Name of PO/SPCC/ Date of booking with complete address of sender/addressee and
amount of MO.
Date of delivery/payment
Wrapper of article available, if any
Whether prescribed fee has been paid for International articles.
Date of application for claiming refund
|
5. |
Foreign Mails (Inward/ Outward) |
Delay/Non-Delivery/wrong delivery/ Loss of articles/magazine
Loss of periodical/Magazine
Abstraction of contents/Nature of contents
Improper defacing/Stamping/Removal of stamps
Improper routing/ by air or surface
Irregular booking of articles for countries where there is no service or service
is banned.
Refund of Custom duty/ Postage stamps
Misbehaviour/cheating at counter
Cheating by fake couriers
|
18th months from the date of booking |
Name of PO, from where the article was posted with a copy of receipt
Date of delivery
Nature of damage/ substitution/ abstraction of contents
Wrapper, if available
Whether prescribed fee paid
Complete address of the sender/addressee
Specific route by which the articles are meant for dispatch
Whether Custom formalities are completed.
|
6. |
Inland telegrams |
Delay in delivery of telegram/ non-delivery
Mutilation/wrong delivery
Delay at Counters/Misbehaviour
Illegal demand of gratification
|
30 days from the date of booking where
refund is claimed.
2 months for other Telegraph service |
Name of PO from where the telegram was booked and was meant for delivery
Receipt No. and Time of booking/ Date of booking
Date /time of delivery
|
7. |
Saving
bank/Cash Certificate |
Non-delivery/delay in delivery of P/book
Erasures/over writings/corrections in the Pass book
Non-cognizance of Identity Card for effecting payment
Delay in transfer/issue of duplicate
Short payment of withdrawal
Delay at counters
Delay in settling of claims in case of deceased depositor/ Delay in settlement of
premature closure case.
Delay in payment
Harassment by Post Office staff
Difference in balance in P/B and PO records
Short payment of interest
False/ Bogus payment
Non-revival of silent A/c
|
Although no time limit is prescribed, however, a complaint may be lodged after
about two weeks
One month in r/o delay in settling claims if there is no action
Normally complaints should be made with minimum delays
|
Name of PO, full address of A/c/CC holder
Date of transaction
Amount withdrawn
Date of submission of application for transfer/issue of duplicate PB/deceased
claim case.
Receipt granted by the PO in lieu of PB and transfer application etc.
Date of application for premature closure/ revival of A/c.
|
8. |
Complaint regarding Miscarriage,
loss or destruction of postal order |
Loss/Miscarriage/destruction
of postal order
|
12 months from the last day of the month |
Name of PO and date of purchase of IPOs
Whether damaged IPOs has been attached.
|
REDRESSAL SYSTEM
Lodging of complaints
The post office at which an article has been booked or posted is the most obvious first
choice for the public to approach for lodging a complaint. Being the first and immediate
point of contact with public every post office plays a significant role in creating a
public image of the grievance redressal set up of the department.
A book for
recording suggestions and complaints is available at all post offices, during the working
hours of the office.
Complaint against service including reminder on complaint can be tendered
open/in open cover at any Post Office for free transmission to Divisional Superintendent
or higher authorities.
Addressing of complaints
Complaints regarding any postal matter should be addressed to the Divisional
Superintendent of Post offices/Postmasters. Complaint can also be sent to the Postmaster
General in case the complainant is not satisfied with the response at the lower level, or
otherwise also.
Chief Postmaster General or Regional Postmaster General incharge of his
jurisdiction is assisted by the Director Postal Services, CCO/APMG/ADPS incharge of public
grievance section.
Open Public hearing
The Chief Postmaster
General, Maharashtra Circle, holds open public hearing in his office on every Wednesday
between 11.00 A.M. to 12.00 Noon. The
grievances being heard would be of following two categories.
Category A : Those
seeking redressal of a grievance which is genuine and justified and is attributed to (i)
human failures (ii) negligence (iii) other reasons.
Category B : Grievances
which relate to i) inadequacy of procedure ii)
difficulties due to rules and regulations, iii)
other reasons.
Dak Adalat/Pension
Adalat
The customer may personally meet the
highest authorities in Maharashtra Circle, if he or she is not satisfied at lower level.
This has an edge over other organisations in respect of contacts and reponsiveness to the
customers.
The
Dak Adalat are held each quarter at Postal Regional Level, wherein complaints regarding
Postal Services which are not settled within six weeks are normally entertained.
The Adalat,
is chaired by
the Regional Postmasters General.
It covers Pension cases and all types of public grievances relating to
Postal
services like delay in transmission of mails, Speed Post articles,
Parcels,
Money Orders, Saving Bank, Cash Certificates and counter services.
Ultimate aim is to provide an on the spot redressal to the grievance. Dak Adalat
is a forum where you can draw attention of the Postal authorities towards your
grievances.
The date and place of the holding of Dak Adalat is published in the newspapers.
You can address your grievances relating to your
Region to Secretary, Dak Adalat, Office of the Postmaster
General, Mumbai/Aurangabad/Goa/Nagpur/Pune.
COMPENSATION
| Type
of service |
Delay |
Loss
of contents |
Loss
of article |
| Ordinary |
Nil
|
Nil |
Nil |
| Regn. Including Value
payable |
Nil |
Nil |
Max. Rs.100/- as
ex-gratia |
Ins.
Including
Value payable
|
Nil |
Cost of lost contents or
insured value whichever is less |
Cost of item or insured
value whichever is less. |
| Money Order |
Nil
|
NA |
Duplicate Money Order is issued for face value |
| Telegraphic Money Order |
Telegraph charges/ Money
Order commission is refunded. |
NA |
Duplicate Money Order is issued for face value.
|
Speed
Post Money Order
|
Speed Post charges |
NA |
Duplicate Money Order is issued for face value. |
| Speed Post |
Speed Post charges |
Double
the Speed Post charges or Rs. 1000/- for Inland &
Foreign whichever is less |
Double
the Speed Post charges or Rs. 1000/- for Inland
& Foreign whichever is less |
| Express Parcel Post |
Nil |
Double
the Express Parcel Post charges or Rs. 500/-
whichever is less |
Double
the Express Parcel Post charges or Rs. 500/-
whichever is less |
|
