CITIZEN CHARTERCITIZEN CHARTERCITIZEN CHARTERCITIZEN CHARTER

An IntroductionAn 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…..• http://www.goicharters.nic.in/dot.htm -

Dept., of Telecommunication• http://home.airindia.in/SBCMS/Webpages/

Citizens-Charter.aspx - Air India• http://finmin.nic.in/the_ministry/

dept_fin_services/Citizen's%20Charter%20for%20posting%20on%20DFS%20website.asp

- Ministry of Finance

Let us discuss about our

Citizen Charter

How to access?• Open our website– www.indiapost.gov.in

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 Position What 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…..

Product Addressed to Norms

Mail and Parcels

Inter metroWithin city/ Town

2 days

Inter State capitals, Within States

3 days

Inter State 3 – 5 Days

Postal Life Insurance - StandardsType of Service Norms

Issue of acceptance letter 30 Days

Issue of Policy Bond 30 Days

Inter- Circle transfer of policies 30 Days

Settlement of claims on maturity

30 Days

Settlement of claim on death with nomination

90 Days

Paid up value 30 Days

Loan for policies 30 Days

Change of Address 15 Days

Change of Nomination 15 Days

Assignment 30 Days

Issue of Duplicate PD 30 Days

Revival of Policy 30 Days

Conversion of Policy 30 Days

Savings Bank - StandardsSavings Activity  Post office Time Frame

Opening of account 

Head post office Same day

Sub Post office Same day

Transfer of account

Application given at P.O where account Stands Within 10 working days

Application given at transferee P.O. Within 20 working days

Closure/premature closure of account

Head Post Office Same day

Sub Post office Within 2 working days

Branch Post Office Within 7 working days

Settlement of deceased claim case

With nomination Within 10 working days

Without nomination but with proof of succession Within 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 office Time Frame

Issue of certificate

Head post office Same day

Sub Post Office Same 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 CertificateOffice of issueOther Office

Within 15 daysWithin 30 days

Encashment of IVP/KVP/NSCOffice of issue Same day

Other OfficeWithin 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 www.indiapost.gov.in

– 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; LEVEL JURISDICTION

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