CITIZEN CHARTER An Introduction

What is Citizen Charter? A document representing a systematic effort to focus on the commitment of the Organisation towards its Citizens in respect of –Standard of Services –Information – Choice and Consultation, –Non-discrimination and Accessibility, –Grievance Redress, –Courtesy and Value for Money It includes expectations of the Organisation from the Citizens for fulfilling its commitment.

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

Components of Citizen Charter Vision and Mission Statement of the Organisation Details of Business transacted by the Organisation Details of ‘Citizens’ or ‘Clients’ Statement of services including standards, quality, time frame etc. provided to each Citizen/ Client group separately and how/ where to get the services Details of Grievance Redressal Mechanism and how to access it Expectations from the ‘Citizens’ or ‘Clients’ Additional commitments such as compensation in the event of failure of service delivery.

Examples… Dept., of Telecommunicationhttp:// /Citizens-Charter.aspx - Air Indiahttp://home.airindia.in/SBCMS/Webpages /Citizens-Charter.aspx _services/Citizen's%20Charter%20for%2 0posting%20on%20DFS%20website.asphttp://finmin.nic.in/the_ministry/dept_fin _services/Citizen's%20Charter%20for%2 0posting%20on%20DFS%20website.asp - Ministry of Finance

Let us discuss about our Citizen Charter

How to access? Open our website–

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 To show the details of action being taken to improve the services also meant to serve as a guide to the post offices, mail business centres and all those responsible for implementing the charter and improving the quality of service to the customers.

Two Parts of our Citizen Charter Status PositionWhat should customers expect? Information about the: Services and contact points, Customers, Delivery standards, Complaint mechanism  What should customers expect and what is being done to improve the services for customers? Tips for customers

Our India Post Citizen Charter starts with “ Who is our Customer ?” For example, For Postal Life Insurance – Our customers are Employees of Government, Banks, Public Sector Undertakings For RPLI - Indians having a rural address For Philately – Philatelist and students Who is our Customer?

Our Citizen Charter …. Explains the Products and Services of India Post Features of each Product / Service Delivery Standards for each Product / Service Complaints settlement mechanism Let us study in detail……

Products and Services…. Each one should tell one Product or Service of India Post…… Very Good……

Mail Delivery Standards * One or two days extra for accountable articles….. ProductAddressed toNorms Mail and Parcels Inter metro Within city/ Town 2 days Inter State capitals, Within States 3 days Inter State3 – 5 Days

Postal Life Insurance - Standards Type of ServiceNorms Issue of acceptance letter30 Days Issue of Policy Bond30 Days Inter- Circle transfer of policies30 Days Settlement of claims on maturity30 Days Settlement of claim on death with nomination 90 Days Paid up value30 Days Loan for policies30 Days Change of Address15 Days Change of Nomination15 Days Assignment30 Days Issue of Duplicate PD30 Days Revival of Policy30 Days Conversion of Policy30 Days

Savings Bank - Standards Savings Activity Post officeTime Frame Opening of account Head post officeSame day Sub Post officeSame day Transfer of account Application given at P.O where account StandsWithin 10 working days Application given at transferee P.O.Within 20 working days Closure/premature closure of account Head Post OfficeSame day Sub Post officeWithin 2 working days Branch Post OfficeWithin 7 working days Settlement of deceased claim case With nominationWithin 10 working days Without nomination but with proof of successionWithin 30 working days Issue of duplicate passbook Within 7 working days Return of passbook (received for interest posting) Within 10 working days

Savings Certificates - Standards Savings Activity Post officeTime Frame Issue of certificate Head post officeSame day Sub Post OfficeSame day Extra Departmental Post Office Transfer of KVP/NSC Application at Post Office of registration Within 10 working days Application at other Post Office Within 20 days Issue of Duplicate Certificate Office of issue Other Office Within 15 days Within 30 days Encashment of IVP/KVP/NSC Office of issueSame day Other Office Within 30 working days

Complaint Settlement Mechanism Customers can register complaints with –The office at which the product/service is offered –The higher administrative authority of the office at which the product/service is offered. –Online registration of complaint at –In Dak Adalats conducted periodically at divisional office/regional office/circle office.

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.

VARIOUS LEVELS OF CONSUMER FORUMS: There is three-tier system of consumer forum. Sl.No;LEVELJURISDICTION 1. District Consumer Forum For complaints up to Rs.20 lakhs 2.State commission 1.Original jurisdiction for complaints above Rs.20 lakhs and within Rs.1 crore. 2.Appellate jurisdiction against orders of District forum. 3. National Commission 1.Original jurisdiction for complaints above Rs.1 crore 2.Appellate jurisdiction against orders of State commission

Thank you