1. Citizen’s charter – An Overview

2. Purpose of the 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
Where do you find this in our IndiaPost site?
About us – Citizen charter

3. How to access?
Open our website–
PPT

4. 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

5. 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

6. 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

7. Complaint Settlement Mechanism
Customers can register complaints Online at or at 
Post Office where transaction took place
Office of Senior Superintendent/ Superintendent of Post Offices
Any higher office
At any post office

8. Complaint Settlement Mechanism
Escalation of complaints not redressed within stipulated time
In case the complaint is not redressed in time or to the satisfaction of the customer the complaint may be taken up with the Postmaster General of the Region or the Chief Postmaster General of the Circle.
Nodal officer for handling grievances at HQ level
DDG (PG), Department of Posts, Dak Bhavan, New Delhi –

9. 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.

10. Exercise

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

12. Thank you