Grievance handling functions at CO/RO

Grievance handling functions at CO/RO Overview of the functions

Introduction • Effective grievance handling mechanism vital for customer satisfaction • Litigations in the form of complaints before the forum/appeals in commission need to be skillfully defended • Proper monitoring at the circle level reduces need for escalation and ensures prompt settlement

Functional areas • Monitoring web based grievance handling mechanism by regions and divisions • Monitoring the complaints pending before district consumer forum • Defending cases before State and National commission • Close follow up of minister’s and other VIP’s cases for quick settlement

Web based grievance handling • Customer care centres login and transact • Circle/regional offices monitor • Monitoring process is paperless and can drill down to the details of each case – transparency • Built-in escalation process alerts higher levels of pendency – escalation reports to be watched everyday for taking follow up action • Routine monitoring ensures healthy working of the system • Observe the screen shots of transaction process below

The main page of wbgh • Access the site by typing the address in browser or use the link CCC in employee corner page of India Post site: http://www.indiapost.gov.in/ccc • Login with CO credentials

Report of inward cpts pending • Use the menu Reports – Pendency wise report – Inward • Using this report, you can • Study overall pendency in circle • Drill down to each region and division and fetch details of pending cases • You can also similarly get the pending outward cases

Daily performance report • Use the link Reports – Daily report to access the performance report page • In the next page select the office and date of review

Monthly progress report • Use the menu Reports – Progress report and choose the type as Monthly, period wise or article wise • A sample monthly report is shown alongside

Performance of project arrow offices • Use the menu – Reports – Project Arrow Report and generate office specific status

Login report • A very important report to check if CCCs access the site; Helps in performance monitoring

Escalation report • The escalation report shows the complaints pending beyond the tolerance levels to study quality of service compliance; Use the menu Reports – Escalation report • Based on the number of days elapsed from booking, the cases pending are classified as Major, Minor and critical

Exercise • Login with your CO/RO credentials in CCC module and follow up the status for the previous month • Discuss with instructor, the crucial issues in monitoring in case of serious delinquencies

Other activities • Elearning module on Web based grievance handling is copied to your system • Ascertain the location from the instructor and watch the CBT to understand the grievance handling process completely when you are free

Complaints before consumer forum • Cases before district forum defended by divisions • Monitoring cases essential to ensure that divisions show no laxity • Immediate follow up of cases going against the department to study the scope for appeal – time limit of 30 days to be adhered to

Complaints/appeals before State commission • Original complaints where compensation exceeds Rs. Five lakhs are dealt in State commission – such cases to be defended through legal cell • Appeals – Cases where compensation awarded by DCF: Legal opinion to be sought immediately on decree and appeal filed within the time limit • Cases to be monitored for effective defence in every sitting – liaison with standing counsel (legal cell) • Execution of orders where no appeal is made to be followed up to avoid contempt proceedings • Fixing of responsibility for cause of action to be taken up to initiate recovery process • Orders of State commission to be promptly executed; process for appeal before National commission to be completed within the time limit

Minister’s/VIP’s cases • Special attention to be given • Settlement process to be keenly watched for expeditious processing

Thanks

Grievance handling functions at CO/RO