INDIA POST

Our Mission

To provide high quality mail, parcel and related services in India and throughout the world ; to be

recognized as an efficient and excellent organisation exceeding the expectations of the customers,

employees and the society; to perform the task by:

Total dedication to understanding and fulfilling customer's needs

Total devotion to providing efficient and reliable services, which customers consider to be

value for money.

Total commitment to providing challenging and rewarding career for every employee.

Total recognition of the responsibilities as a part of the social, industrial and commercial life of the

country.

Total enthusiasm to be forward looking and innovative in all areas.

Our Vision

India Post shall be a socially committed, technology driven, professionally managed and forward looking

organisation.

Quality Policy

India Post aims to provide high quality mail, parcel and related services in India and throughout the

world and to be recognized as an efficient and excellent organisation exceeding the expectations of the

customers, employees and the society; to perform the task by:

Total dedication to understand and fulfill customer's needs.

Total devotion to providing efficient and reliable services as per well laid service quality

norms, which customers consider to be value for money.

Each outlet of Department of Posts would strive to serve the customers as per the quality norms.

Our Customers

� All citizens of India and users of postal service all over the world.

� Institutions like Banks, Educational Institutions, Medical and Health related institutions,

religious institutions and others who have significant mail related requirements.

� Private businesses that require document and parcel related mail services to facilitate their

traditional business as well as e-commerce.

� Government organizations at the Centre and States including ministries, departments,

commissions, independent bodies, public sector units and other public authorities.

� Non-governmental organizations.

� Our suppliers of equipment and stationery.

� Others.

Our Services

The Department of Posts provides various services depending on customer requirements to extend the

benefit of its huge network in the area of Communication Services (Letters, Postcards etc.),

Transportation Services (Parcels, Logistics Post), Financial Services (Savings Bank, Money Order,

International Money Transfer Service, Public Private Partnership for extending financial service outreach

through the post office network, Postal Life Insurance and Premium Value added Services (like Speed

Post, Business Post, Retail Post). We provide the communication, transportation and Banking Services in

all places in the country. We provide our premium services in identified locations as per customer

requirements and infrastructure availability.

Our Commitment to Customers.

� We will treat our customers with courtesy and a helpful attitude.

� We will provide services as per quality specifications drawn out taking customer expectations

and infrastructure availability into account.

� We will make basic postal and financial services available and accessible to all citizens of the

country.

� We will take good care of our customers and respond to their enquiries and complaints

promptly.

Service Specifications

Delivery norms for communication and transportation services.

MAIL DESTINATION DATE OF DELIVERY

Within city/town/district Within 2 days after day of posting

Inter-metro Within 2 days after day of posting

Within state Within 3 days after day of posting

Inter-State Capital Within 3 days after day of posting

Inter – State Within 3-5 days after day of posting

In case of hilly and remote areas longer time may be required as per specific local conditions and

availability of means of transmission of mail. In case of parcels and registered articles one extra day may

be required. We aim to deliver 90% of the mail within the norms subject to correct addressing and other

requirements being fulfilled by the customer.

Financial Services

Type Savings Activity Post office Time Frame

Head post office Same day Opening of account

Sub Post office Same day

Application given at P.O

where account Stands

Within 10 working

days Transfer of account

Application given at

transferee P.O.

Within 20 working

days

Head Post Office Same day

Sub Post office Within 2 working

days Closure/premature closure of

account

Branch Post Office Within 7 working

days

With nomination Within 10 working

days Settlement of deceased claim

case Without nomination but

with proof of succession

Within 30 working

days

Issue of duplicate passbook Within 7 working

days

Saving Account

Return of passbook (received for

insert posting)

Within 10 working

days

Head post office Same day

Sub Post Office Same day Issue of certificate

Extra Departmental Post

Office

Certificates

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

Office of issue Same day

Encashment of IVP/KVP/NSC Other Office

Within 30 working

days

Insurance Services: Postal Life Insurance

Premium Services

Type Of Service Day Of Delivery

Speed Post 1-3 days depending upon distance/ destination

Express Post 2-4 days depending upon destination

e-Post 1 day between e-Post centres

Feedback

The above Citizen’s Charter is proposed to be adopted by India Post. We would like to take your views

into account as customers of the organisation. You may send your inputs to the address/e-mail ID

mentioned above.

Issue of acceptance letter Within 1 month when all formalities are completed

Issue of Policy Bond Within 1 month when all formalities are completed

Inter- Circle transfer of policies Within 15 days when all formalities are completed

Settlement of claims on maturity completed in

all respects Within 30 days when all formalities are completed

Settlement of claim on death with nomination Within 3 months when all formalities are completed

Paid up value Within 1 month when all formalities are completed

Loan for policies Within 1 months when all formalities are completed

Expectations from our customers

To enable us to provide our services in a smooth manner we request our customers to ensure the

following:-

To stand in a queue at the assigned counter for the service they avail.

To fill up requisite forms related to the service in legible handwriting or clear print before coming to the

counter.

To affix correct amount of postage on the articles they book or post.

To pack articles posted in the prescribed manner. The information regarding the way to pack and protect

the articles can be obtained from the Inquiry Counter or Customer Care Centres at the post offices.

To ensure that contraband or prohibited goods are not sent.

For articles weighing more than 200 grams, the packing should be in such a way as to allow its opening

and security check before re-closing effectively.

To write and complete address on mail including House No., Name of Street, Locality, City, District, PIN

Code of both the addressee and the sender legibly.

To ensure that the size of the article strictly conforms to the laid down standards.

To provide telephone numbers of addressee in case of premium services.

To post letters early in the day so that it can be sent out on the same day.

To handover greeting cards during the peak season at the counter or in the appropriate letterbox provided

for the purpose.

To pre-sort the mails according to the delivery post office, town or district and prepare separate bundles

to ensure speedier transmission.

To use postbox or postbag facility at the delivery post office if a bulk recipient of mail.

To have mail box on the ground floor if residing in a multistoried building.

To inform about change in address.

In case of all financial transactions, insist on having a receipt before leaving the counter whether at the

time of opening a new account or handing over your passbook for interest posting.

In case transaction through agents, to check the authenticity of their agency.

To pay attention to your passbook by keeping it up-to-date.

To make nominations properly and promptly.

visit our websites for further details :-

Department’s website: www.indiapost.gov.in

Citizen’s Charters: www.indiapost.gov.in/CitizesCharter.html

Online grievances: www.indiapost.gov.in

In case customers have any complaint in relation to our services:-

They can approach the post office concerned for a response thereto and if required give a complaint in

writing to the Postmaster for further enquiry and response through the concerned customer care centres.

Approach the customer care centre whose details are available with the post office of their locality

directly by sending a letter by post with the details of their complaint.

Register the complaint online at the website: www.indiapost.gov.in

Write to the Sr. Superintendent of Post Offices/Superintendent of Post Offices if no reply is received

within a period of one month from the date of making a complaint.

Write to the Postmaster General/Chief Postmaster General of the Region/Circle if no reply is received

even after writing to the Divisional Head.

Write to the Deputy Director General (PG&QA), Dak Bhavan, Sansad Marg, New Delhi –110001 if no

reply is received from field units.

In all cases, complaints are received and acknowledged on the same day by the post office/customer care

centre concerned.

In case the enquiry takes more than a month for conclusion, the customer would get an interim reply from

the customer care centre along with the expected time by which the final response can be given to

him/her.

Time norms for settlement of complaints

Acknowledgement of complaints submitted in person Same day

Acknowledgement of complaint sent by post Within 1-7 days of receipt of the complaint

depending on delivery norms

Settlement of complaints of all kinds/ interim reply with

expected time for settlement of complaint Within one month of receipt of complaint

Post Office Savings Schemes

Scheme Interest

(%)

Minimum

Investment

(Rs.)

Maximum

Investment

(Rs)

Features Tax Breaks

National Savings

Certificate 8.00

a 100 No limit 6-year tenure

Section 80C

benefit

Public Provident

Fund 8.00

b 500 70,000 15-year term; tax-free returns

Section 80C

benefit

Kisan Vikas Patra 8.41b 100 No limit

Money doubles in 8 years, 7

months

No tax

benefit

Monthly Income

Scheme 8.00 1,000

Single A/c: 3

lakh

Joint A/c: 6

lakh

6-year tenure; monthly returns

No tax

benefit

Time Deposits 6.25-

7.50 200 No limit Available for 1, 2, 3, 5 years

No tax

benefit

Recurring

Deposits 7.50

c 10 No limit 5-year tenure

No tax

benefit

Senior Citizens

Saving Scheme 9.00

d 1,000 15 lakh

5 year tenure; minimum age 55;

also available with public sector

banks

No tax

benefit

Sec 80C benefit: Investments up to Rs 1 lakh in specified securities (maximum of Rs 70,000 in PPF)

qualify for deduction

a

Compounded half-yearly

b

Compounded yearly

c

Compounded quarterly

d

Payable quarterly

Postal Life Insurance -------------------------------------------------------------------------------------------------------------------------------

Postal Life Insurance was started in 1884 as a welfare measure for the employees of Posts & Telegraphs

Department under Government of India dispatch No. 299 dated 18-10-1882 to the Secretary of State. Due

to popularity of its schemes, various departments of Central and State Governments were extended its

benefits. Now Postal Life Insurance is open for employees of all Central and State Government

Departments, Nationalized Banks, Public Sector Undertakings, Financial Institutions, Local Bodies like

Municipalities and Zila Parisads, Educational Institutions aided by the Government etc

Rural Postal Life Insurance

On 24th March, 1995, the benefits of Postal Life Insurance were extended to rural populace of the country

under the banner of Rural Postal Life Insurance.

Postal Life Insurance Schemes

SANTOSH ( ENDOWMENT ASSURANCE )

SURAKSHA (WHOLE LIFE ASSURANCE )

SUVIDHA ( CONVERTIBLE WHOLE LIFE ASSURANCE )

SUMANGAL ( ANTICIPATED ENDOWMENT ASSURANCE )

YUGAL SURAKSHA ( JOINT LIFE ENDOWMENT ASSURANCE )

CHILDREN POLICY

Rural Postal Life Insurance Schemes

GRAM SANTOSH ( ENDOWMENT ASSURANCE )

GRAM SURAKSHA (WHOLE LIFE ASSURANCE )

GRAM SUVIDHA ( CONVERTIBLE WHOLE LIFE ASSURANCE )

GRAM SUMANGAL ( ANTICIPATED ENDOWMENT ASSURANCE )

GRAM PRIYA ( 10 YEARS RPLI )

CHILDREN POLICY

Distribution of Mutual Funds and Securities -------------------------------------------------------------------------------------------------------------------------------

The Post Office has traditionally been a distributor of financial services, from money orders to banking

services. The Post Office Savings Bank is the largest retail bank in the country, operating from over

150,000 branches. In the last financial year alone, the POSB collections stood at Rs. 200,000 crores. Over

the years the Post Office has also added to its distribution network and today, apart from its physical

locations spread over the length and breadth of the country, it also boasts of a dedicated VSAT network

connecting over 1200 post offices via satellite. These post offices are evenly distributed throughout

almost all the districts of the country. Further additions are planned in the current financial year, but

already the Post Office enjoys a reach unparalleled by any other institution or bank in the country - a fact

that makes it an extremely exciting distribution network. Keeping this in mind, a sustained training effort

is also underway to ensure behavioural and financial skill upgradation.

On 22nd

January 2001, India Post in partnership with IDBI-Principal launched a scheme for distribution of

mutual funds through post offices. A pilot project was started from the four cities of Delhi, Mumbai,

Kolkata and Patna. Thereafter from 15th

June 2001 onwards, the scheme was extended to cover post

offices in all major capital and other cities all across the country. From July 2001 onwards, the scheme

was also extended to include distribution of Prudential ICICI and SBI Mutual Funds. The funds of the last

two organizations are currently distributed from 42 post offices at Bangalore, Chandigarh, Chennai, Delhi

and Mumbai.

You can also purchase ICICI Safety Bonds and RBI Govt Relief Bonds through the Post Office, while

IDBI FlexiBonds will be added to the portfolio very shortly.

Easy steps for investing through the Post Office:

1. At each designated post office one counter has been earmarked (usually on a non-exclusive basis) to

receive the Mutual Fund applications;

2. An investor can approach the designated post office counters or the concerned postmaster for

application forms and literature on the tyoes of fund schemes available through the post office;

3. Thereafter he can hand the application forms duly filled along with requisite amount in the form of a

demand draft/cheque to the counter staff. No cash will be accepted;

4. The Postal Assistant at the counter checks the form to see that it is complete and is accompanied by the

payment. He will then stamp the attached receipt and return it to the investor;

5. The counters accept the application forms from 1000 to 1500 hrs. only;