CUSTOMER GRIEVANCE HANDLING SYSTEM

CUSTOMER CARE / SERVICE WHAT IS CUSTOMER CARE / SERVICE? WHAT ARE ITS ADVANTAGES?

CUSTOMER CARE / SERVICE Customer Care is - being sensitive to the needs & expectations of customers - about providing a continous improvement in what we do & “enriching the customer experience” of a product / service

CUSTOMER CARE / SERVICE From good customer service, Our organisation gets - Increased customer satisfaction - Repeat business from satisfied customers - Word of mouth publicity from satisfied customers - Customer loyalty due to the reputed & complaint-free customer service

ENQUIRIES & COMPLAINTS Complaints & enquiries regarding articles of letter mail & parcel mail in the foreign post must be submitted BEFORE LAPSE OF ONE YEAR from the day following the day on which the article was posted (Rule 150 FOREIGN POST MANUAL)

EXEMPTION FROM RESPONSIBILITY IN CASE OF REGISTERED ARTICLES: No responsibility must be accepted for the loss of registered articles in the following cases: Whenever a loss occurs due to causes beyond control If an enquiry into the disposal of an article is rendered impossible by the destruction of official records through causes beyond control If the claim is made by the sender one year after posting of the article In case of articles that have been confiscated under the provision of law (Rule 168 FOREIGN POST MANUAL)

EXEMPTION FROM RESPONSIBILITY IN CASE OF REGISTERED ARTICLES: No responsibility must be accepted for the loss of registered articles in the following cases: In case of articles that have been delivered in accordance with the rules If the enquiry was received after the expiry of the prescribed period of retention of official records relating to that article Related to customs declarations & the decisions of customs department (Rule 168 FOREIGN POST MANUAL)

EXEMPTION FROM RESPONSIBILITY IN CASE OF INSURED ARTICLES: No responsibility must be accepted for the loss, theft, damage of insured articles in the following cases, in addition to the cases discussed earlier: (a) when the damage has been cause by the fault or negligence of the sender (b) in case of insured letter containing dutiable items to countries which do not admit such items in insured letters (c) in cases of fraudualent insurance for a sum greater than the actual value of the contents. (d) for transit items transmitted in closed despatches through india for destinations for which india has no insurance service. (But, in such cases, as for the loss of registered articles must be accepted) (Rule 169 FOREIGN POST MANUAL)

PROCESSING OF COMPLAINTS WEB BASED CUSTOMER GRIEVANCE HANDLING SYSTEM (INLAND)

How & Where can the customer lodge the complaint? 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. Register his/her complaint in the office of higher authorities which will be forwarded to the concerned CCCs for processing.

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

LODGING COMPLAINTS THROUGH INDIA POST WEBSITE

PROCESSING OF COMPLAINTS AT CCCs The CCC can open the web based complaints handling software by clicking on the following links in the home page of www.indiapost.gov.in Quick links -> Customer Care Centre

Link of CCC in India Post web site

CCC software The login screen of the software will open. The CCC has to enter the User ID and the password. Click on “login”.

Login screen of CCC software

CCC Software Complaint registration form will open . The particulars of the complaint has to be entered by the CCC.

Main screen of CCC software

Registering complaints in CCC software Enter the particulars of the complaints. A search option is provided to find the correct destination CCC. (It may be Divisional office / Head Post Office) Once particulars are entered, click “Add” A complaint registration number will be generated and shown. Also, upload the scanned image of the complaint by browsing the file.

Registering a complaint

Registering a complaint

Registering a complaint

Registering a complaint

Uploading the scanned image of the complaint

Acknowledging the complaint registred in CCC software Once the complaint is registered in CCC software, acknowledgement report will be automatically generated. The printout of the same should be taken and forwarded to the complainant. Alternatively, the acknowledgement printout can also be taken under the option “Printouts-> Acknowledgement”

Acknowledging the complaint registered

Finding current status of the complaint To findout the current status of the complaint, click the options “Complaints-> Query”. The complaint can be fetched by giving (i) complaint number (ii) article number (iii) office of transaction (iv) date of data entry. - If the destination CCC has replied, the same will be shown at the bottom of the page, so that further disposal can be done.

Finding disposal of a complaint

Finding disposal of a complaint

Finding disposal of a complaint

Settling the replied complaints in CCC software The current status of the complaint (whether replied or yet to be replied by the destination CCC) can also be viewed by clicking the options “Pending-> Outward” Also, we can check whether we have received any inward complaint waiting for reply by clicking the options “Pending-> Inward”

Watching the disposal of outward complaints

Watching the disposal of outward complaints

Settling (Replying) the inward complaint Click on the inward complaint The particulars of the complaint will be shown Click on “Reply”, if the complaint pertained to your CCC and you have the disposal particulars. Click on “Transfer”, if the complaint is not pertaining to your CCC and transfer the complaint to correct CCC. After giving the reply, “Update” the disposal particulars.

Settling the inward complaints

Settling the inward complaints

Settling the replied outward complaints Click “Pending -> Outward” to check the present status of the complaints registered (whether replied or pending for reply which will be shown in different colours) Click on the complaint which is replied. Update the final reply (like delivery particulars given by the destination CCC). If the complaint has to be closed, then place a tick mark in “Status Closed” Click “Update”

Settling the replied outward complaints

Settling the replied outward complaints

Settling the replied outward complaints The final reply to the complainant will be generated and shown Modify the contents, if needed and click “preview” Take printout of the above and forward to the complainant. The same printout can also be taken by clicking the options “Printouts -> Settled reply”

Settling the replied outward complaints

Printing settled reply for outward complaints

Taking various reports in CCC software The following reports can be taken by clicking the option “Reports” Monthly Progress report Periodwise Progress report Articlewise Progress report Outward pendency wise report Inward pendency wise report Outward category wise report Inward category wise report

Taking reports

Configuration of CCC software CCC particulars can be configured under the option “Tools -> My office configuration” The contact details of all CCCs can be viewed by clicking the option “Tools -> Contact details of CCCs” The password for the CCC can be changed through the option “Tools-> Change Password”

Configuration of CCC software

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.

Logging out of CCC software

PROCESSING OF COMPLAINTS BETWEEN POSTAL ADMINISTRATIONS

- In respect of complaints to be dealt with foreign postal administrations, the same have to be dealt through IPC- CSS (International Post Corporation – Customer Service System ) - It is a web based application.

IPC - CSS The following products are currently supported in the system: E Parcel Group (EPG) Express Mail Service (EMS) (also known as “Rugby” ) Post Exprès (EXPRES) Registered letters (REG) Insured letters (INS) Parcels – also known as the “Internet Based Inquiry System” (IBIS)

IPC - CSS Applications and database reside at the International Post Corporation (IPC) in Brussels users are therefore not required to install special software Advantages of IPC-CSS are - One application and one procedure, supporting several products - Decrease of “paperwork”; elimination of CN08 - Flexible approach towards changes and enhancements - Faster inquiry process - Easy to operate

IPC - CSS IN THE ADDRESS BAR TYPE URL : http://cs.ipc.be or http://cs2.ipc.be … FOR SECURED ACCESS https://cs.ipc.be https://cs2.ipc.be

IPC – CSS - Login

IPC – CSS Enter your User Name and Password and press the LOGIN button. Only 3 attempts to enter a valid User Name and Password are allowed. If you try more than 3 times to login into the application with a valid User Name but a wrong password your account will be blocked

IPC – CSS - Main Screen

IPC – CSS

IPC – CSS = LEVELS OF ENQUIRY Investigation Request: - A simple request for basic information about current status of a item - Origin call centre sends simple inquiry - The destination call centre answers by consulting the track & trace system - If answer is satisfactory to customer case is treated as closed - Also used for withdrawal requests - - Reply to IR, with measures & reasons, Parcels : in 12 working hours Regd. Letters : in 6 working hours

IPC – CSS = LEVELS OF ENQUIRY Special Search: - Request for a fuller information than in IR - Destination to check all planned locations: OE CUSTOMS DELIVERY OFFICE ADDRESSEE

IPC – CSS = LEVELS OF ENQUIRY Special Search: - Request for a fuller information than in IR - Destination to check all planned locations: OE, CUSTOMS, DELIVERY OFFICE & ADDRESSEE - Reasons for an SS: - expansion of information supplied - status changed since last inquiry - result of escalation - already checked internet - Starting points - IR reply - New case

IPC – CSS = LEVELS OF ENQUIRY Special Search: - Reply to SS, with measures & reasons, EMS : in 10 working hours Parcels : in 24 working hours - Responses to inquiries must be clear & unambiguous, answering the specific questions raised.

IPC – CSS = LEVELS OF ENQUIRY Full investigation: - A request for conclusive answers to an inquiry - Destination to check all possible locations - Reasons for FI: - Part of claims process - Escalation from SS - Starting Points: - SS reply - New case - Reply to FI, with measures & reasons, EMS : in 24 working hours Parcels : in 160 working hours Regd. Letters : in 10 working days

IPC – CSS = LEVELS OF ENQUIRY Written proof of delivery: - Request for a written POD - is a part of claims process or needed for resolution of dispute between sender and addressee - Destination is expected to provide copy of the addressee’s signature & name in block letters - POD copy should be sent through FAX / eMail - Hardcopy of POD within three working days - Written POD should be chosen for POD request only when the delivery date is known - Reply to Written POD, with measures & reasons, EMS : in 24 working hours Parcels : in 40 working hours Regd. Letters : in 28 working hours

IPC – CSS = LEVELS OF ENQUIRY General Information: - It is used for - Reminder & communication purposes - Complicated cases exclused from IR,SS, FI - Cases that take time for investigation - Inquiries & requests: - Origin to Destination - Address correction, item return request - Reminder - Destination to Origin - Address questions, customs query - - Reply to GI, with measures & reasons, EMS : in 24 working hours Parcels : in 24 working hours Regd. Letters : in 3 working days

IPC – CSS = LEVELS OF ENQUIRY Broadcast: - Important information to some or all other call centres (eg. Warning of some service disruptions)

IPC – CSS = THINGS TO REMEMBER Item IDs should be in standard format EMS ( Rugby) Should be of 13 characters length shall consist of numbers and CAPITAL letters only commence with “E” (e.g. EA001002003XX) EPG Should be of 12 or 13 characters length, consisting of numbers and CAPITAL letters only commence with “E”, “C” or a number

IPC – CSS = THINGS TO REMEMBER EXPRES, REG and INS (PRIME): Should be of 13 characters length consisting of numbers & CAPITAL letters only commence as follows: EXPRES item – with “L” (e.g. LX001002003XX) REG item - with “R” (e.g. RA001002003XX) INS item - with “V” (e.g. VV001002003XX) PARCELS(IBIS also known as CRICKET ) : should be in S10 format commencing with “C” consist of CAPITAL letters only (e.g. CP001002003XX). An exception is made for bilaterally agreed item IDs communicated to IPC (CSS uses specific restrictions on bilaterally agreed item ID‟s)