CITIZEN CHARTER An Introduction. What is Citizen Charter? A document representing a systematic...
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Transcript of CITIZEN CHARTER An Introduction. What is Citizen Charter? A document representing a systematic...
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