CITIZEN CHARTER

1. CITIZEN CHARTER An Introduction

2. What is Citizen Charter? • The charter is the declaration of our commitment to excellence in service to customers of the department • The citizen charter declares the standards for various services offered • It includes expectations of the Organisation from the Citizens for fulfilling its commitment • Citizen charter is available in Indiapost website

3. Why Citizen Charter? • To make administration accountable and citizen friendly. • To ensure transparency • To take measures to improve customer service. • To adopt a stakeholder approach. • to save time of both Administration and the citizen

4. Components of Citizen Charter • Vision and Mission Statement of the Organisation • Details of Business transacted by the Organisation • Details of ‘Customers’ or ‘Clients’ • Statement of services including standards, quality, time frame etc. provided to Customer/ Client and how/where to get the services • Details of Grievance Redressal Mechanism and how to access it • Expectations from the service recipients

5. CITIZEN CHARTER • Most of the Govt departments have their citizen charters • http://www.goicharters.nic.in – Through this site of Dept of Administrative Reforms & Public grievances, one can access citizen charter of all other departments

6. Let us discuss about our Citizen Charter

7. How to access? • Open our website– www.indiapost.gov.in

8. Purpose of our Citizen Charter • To describe the products and services, customers of these services, delivery standards and the complaint mechanism • To Inform the facilities available to the customers and what the customer can expect from Department • Meant to serve as a guide to the post offices and all those responsible for implementing the charter and improving the quality of service to the customers. • The citizen charter will be reviewed once in a year

9. Who is our Customer? • 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

10. Our Citizen Charter Explains …. • Our services • Service Standards of services provided by the Department of Posts • Grievance Redress Mechanism (GRM) in the Department of Posts

11. Service Standards • To view the service standards click here • CitizensCharter.pdf

12. Complaint Settlement Mechanism • Customers can register complaints Online at www.indiapost.gov.in  or at  www.pgportal.gov.in By hand or by Post at: any of the 11,103 Sevottam Compliant Customer Care Centers in the country • Post Office where transaction took place • Office of Senior Superintendent/ Superintendent of Post Offices

13. At any Post Office • For Value Payable articles complaints are to be lodged at the office of booking. • Complaints for PLI /RPLI can be handed or posted to the Deputy Divisional Manager (PLI/RPLI) stationed at each Circle Office headquarters and Development Officer (PLI).

15. Complaint Settlement Mechanism • If Customer is not satisfied with the settlement of his/her complaint by Dept. of Posts, • then he may file complaint in consumer forums.

16. VARIOUS LEVELS OF CONSUMER FORUMS: • There is three-tier system of consumer forum.

17. Thank you