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CUSTOMER CARE CENTRE

CUSTOMER CARE CENTRE. What is Customer Care Centre?. A centre for customer service in Post offices/Postal administrative offices where complaints are handled online. PROCESSING OF COMPLAINTS IN WEB BASED CUSTOMER GRIEVANCE HANDLING SYSTEM. Channels for lodging complaints.

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CUSTOMER CARE CENTRE

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  1. CUSTOMER CARE CENTRE

  2. What is Customer Care Centre? A centre for customer service in Post offices/Postal administrative offices wherecomplaints are handled online.

  3. PROCESSING OF COMPLAINTS IN WEB BASED CUSTOMER GRIEVANCE HANDLING SYSTEM

  4. Channels for lodging complaints The customer can • lodge a complaint online through website indiapost.gov.in and also know the status of the complaint • Register his/her complaint in the post office where transaction has taken place and get acknowledgement • Any Post Office • Register his/her complaint in the office of higher authorities which will be forwarded to the concerned CCCs for processing

  5. LODGING COMPLAINTS THROUGH INDIA POST WEBSITE • The customer can go to home page of www.indiapost.gov.in. • Click on the link “Customer Care” • Click on the link “Complaint Registration” • Also, by clicking the link “Track your complaints”, he/she can know the present status of disposal of his/her complaint.

  6. Web based Grievances handling system

  7. Screen for registering online complaint by Customer

  8. All Project Arrow post offices are CCCs • They process complaints pertaining to their offices • On getting reply from inward CCC, the case will be submitted to DO for approval • DO authorises closure of the complaint • The whole process is handled through web based grievance handling system

  9. Login screen - WBCGHS

  10. Complaint registration at CCC

  11. Complaint registration process

  12. Generating complaint number

  13. Generating acknowledgement

  14. Acknowledgement generated by CCC

  15. Settling Inward complaint • The complaint registered will be automatically available for inward CCC • The details of the complaint will be available in the menu Pending – Inward • All the unread complaints will be displayed in separate color band • Click the complaint number to view details • Update with suitable reply/status

  16. Settling Inward complaint

  17. Settling of complaint at Inward Office

  18. Settling of complaint at Inward Office

  19. Settling of complaint at Inward Office

  20. Settling of complaint at Inward Office

  21. Disposal of complaint at Outward CCC • The reply appended by Inward CCC will be viewed by outward CCC • If satisfactory reply is received complaints can be closed by updating status and forwarding to DO for approval • Otherwise further information required may be called for from inward CCC

  22. Settlement of complaint- Outward CCC

  23. Settlement of Complaint – CCC DO • The complaint on which final reply is updated is received at DO for approval • The DO will approve the final reply & mark te complaint as closed • A complaint settled reply is sent to complainant

  24. Settlement of Complaint – CCC DO

  25. Settlement of Complaint – CCC DO

  26. Settlement of Complaint – CCC DO

  27. Settled Reply to customer

  28. REPORTS • Following reports can be generated • Progress Report – Monthly, Period wise, Article wise • Pendency wise Report – Outward, Inward • Category wise - Outward • Category wise - Inward

  29. REPORTS

  30. Logging out the CCC software • After the processing of complaints in CCC software, logging out of the software can be done through the option • “Logout” on right top of the screen.

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