F. No.

0061512023-PG
Government of lndia
tMinistry of Communications
Department of Posts
(PG Division)

Dak Bhawan, Sansad [Vlarg,

New Delhi-1 10001 ,

Dated: 04.09.2023

To,

1. All Head of Circles

2. Addr. DG (APS)

Subject: - lssuance of SoP for handling of complaints on CRM-reg.

Madam/Sir,

The SAP-CSl based Customer Relationship Management (CRM) portal was rolled out
on 30. 12.2019 and the Department moved on from legacy Computerized Customer Care
Centers (CCCC) to advanced SAP-CSI based platform. This platform is also integrated with
!ndia Post Call Centre (IPCC). At present all the facilities (offices) excluding Branch Post
Offices are auto mapped with CRM portal.

2. On rollout of CR[/, "User Manual for CSI Complaint Management Processes.Vl .'1" was
issued by service partner (TCS) and was shared with Circles. A Drive for effective and efficient
utilisation of the CRM portal in the current environment was conducted from 1 June- 15 August
2023 in close partnership with the circles. The major learning of the drive was that complaints
handling on CRII/ can be handled as an operational activity by each office upto Sub Post Office
level with oversight by the administrative offices. Based on the experience, learning and
insights from the Drive an SoP for effective and efficient handling of public complaints on CRM
portal by optimally utilizing the reach and capabilities of the Department in the current lT
enabled environment has been prepared. The same is enclosed herewith for guidance and
implementation. This may be shared with all concerned. lt may be ensured that all offices and
people involved are aware of their roles and responsibilities so that the overall outcomes can
be achieved consistently by the Department.

3. This issues with the approval of competent authority.

Encls: - As above
Y

Assistant Di
Copy to: -

1. CGIU PLI/Parcel/BD
2. All DDsG
3. GM CEPT for publishing on Department's website
4. Director, RAKNPA, Ghaziabad.
 SoP for handling of public complaints on CRM

1. Introduction: -
The Department has a well laid out system for handling public grievances for its
services. A monitoring mechanism to ensure the prompt and quality redressal of public
grievances has also been carefully put in place by the Department. Customer
Relationship Management (CRM) platform is an in-house portal of the Department and
important pillar of Department’s Grievance Redressal Mechanism (GRM).
SAP-CSI based Customer Relationship Management (CRM) portal was rolled out on
30.12.2019 and moved on from legacy Computerized Customer Care Centers (CCCC)
to advanced SAP-CSI based platform. This platform is also integrated with India Post
Call Centre (IPCC). The data, in respect of mails category complaints is auto
populated during lodging of grievances. At present all the facilities (offices) excluding
Branch Post Offices are auto mapped with CRM portal. Based on experience of
working on this CRM platform over the years, the Department has now prepared this
SOP document for guidance and implementation at all levels.

2. Definitions: -
(i) Apex Office: - Postal Directorate
(ii) Admin Offices:- Circle offices, Regional Offices and Divisional Offices
(Postal & RMS)
(iii) Operative Offices:- Head Post offices , Sub Post Offices , Head Record
Offices, Sub Record Offices, All Other offices of RMS like Mail Offices,
Transit Mail Offices, NSHs, PHs etc, Postal Account offices.
(iv) Origin or Registered office:- Office where complaint is registered. In case
of Mails category complaints, office of booking is Origin or Registered Office.
In other cases Origin Office or Registered office is specified by the
complainant. Origin or Registered office is consistent and can not be
changed. Origin office or Registered office is deemed as owner of the
complaints and responsible for resolution of the complaints
(v) “Pending with” Office:- Office where complaint is pending at present. This
office is inconsistent and changing when a complaint is transferred to
another office for further updation of remarks/ reply.
(vi) Outward complaints :- Complaints registered in the offices are termed as
Outward Complaints for that registered (origin ) office.
(vii) Inward Complaints: - Complaints which are presently pending with the
offices are termed as “ Inward complaints” for the “ Pending with” offices.

1
3. Overall expected outcomes in end to end handling of grievances
received on CRM with the adoption of this SOP*.

I. At least 90% of the complaints received on CRM are to be settled

within 15 days of receipt
II. At least 99 % of the complaints received on CRM are to be settled
within 30 days of receipt
III. No more than 1% of the complaints received on CRM are to be
pending beyond 30 days of receipt. All cases pending beyond this time
limit should be supported by rationale failing which responsibility be
fixed on officials at fault
IV. All complaints received by the Department, that are not settled on the
same day of receipt should invariably be entered in the CRM portal by
the office that receives the complaints
* These are overall norms for all categories of complaints on CRM. Category wise
norms would be drawn out based on detailed study of end to end processes for
each category subsequently to bring about greater efficiency.
4. Roles and responsibilities of the Offices
(i) Apex Office:-

(a) Daily Monitoring of Circle-wise Outward as well Inward pending

complaints ( Age-wise pendency) and other relevant reports.
(b) Sharing the status of pendency with the Circles for prompt resolution
/ updation of reply in pending complaints.
(c) Special monitoring of grievances pending beyond 30 Days and
ensuring necessary corrective and preventive action, thereon
(d) Issuance of guidelines/ Tutorials/ SoP for Admin Offices and
Operative offices for prompt processing and resolution of grievances.
(e) Any other support to Admin and operative office for smooth
functioning of CRM.
(f) Monthly Scoring of Circles on parameters fixed and shared with
Circles.
(ii) Admin Office (Circle- Region- Division)

A. Circle/Region-
(a) special monitoring of inward complaints pending beyond 5 days in the
circle
(b) Special monitoring of outward complaints pending beyond 15 days in the
circle
(c) To ensure that operative offices are adhering the timeline and guidelines
in processing of complaints.

(d) Daily Monitoring of Region-wise/Division-wise/Office-wise Outward as

well Inward pending complaints ( Age wise pendency) and other relevant
reports as detailed below:-

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  Outward complaints pending as on date
 Inward Complaints ( references) pending as on date.
 Detail of all Inward references ( complaint-wise) to monitor the
duration of pendency with a particular office and ensure reply
where cases are pending timeline of 0 or 1 day(on same day
or latest by next day)
 Last login report to monitor the login status of previous
working day of offices under jurisdiction. (login status of same
day may also be checked after 5PM)
(e) Sharing the status of pendency with all concerned admin offices and
operative offices for prompt resolution / updation of reply in pending
complaints.
(f) Issuance of guidelines/ Tutorials/ SoP for Admin Offices and Operative
offices for prompt processing and resolution of grievances.
(g) Review of Category-wise ( Service-wise and Complaint type-wise )
complaints and take steps to avoid receipt of complaints on such
avoidable or zero tolerance issues viz Misbehaviour, Wrong updation of
delivery status, Abstraction , delay in deceased claims or other claims
etc.
(h) Review of quality of final replies given to the complainant by the
operative offices and ensuring quality resolution of the grievances.
(i) Review of feedback received from the complainant and take corrective
steps for prompt and quality resolution of grievances.
(j) Providing support to the operative offices by framing example replies for
final resolution as well for internal replies by intermediate operative office
( in case of mails category complaints)
(k) Monitoring and action on Dumping transfer ( transfer of complaints with
incomplete reply or transfer to irrelevant office) of complaints by the
operative offices.
(l) Monthly Scoring of Divisions on parameters shared by the Directorate.

B. Division-
(a) To ensure that overall norms for redressal of complaints are met by the
Division and all the operative offices in its jurisdiction

(b) To ensure that operative offices are adhering the timeline and guidelines
in processing of complaints.

(c) Daily Monitoring of Region-wise/Division-wise/Office-wise Outward as

well Inward pending complaints ( Age wise pendency) and other relevant
reports as detailed below:-
 Outward complaints pending as on date
 Inward Complaints ( references) pending as on date.
 Detail of all Inward references ( complaint-wise) to monitor the
duration of pendency with a particular office and ensure reply

3
 where cases are pending timeline of 0 or 1 day(on same day
or latest by next day)
 Last login report to monitor the login status of previous
working day of offices under jurisdiction. (login status of same
day may also be checked after 5PM)
(d) Sharing the status of pendency with all concerned admin offices and
operative offices for prompt resolution / updation of reply in pending
complaints.
(e) Issuance of guidelines/ Tutorials/ SoP for Admin Offices and Operative
offices for prompt processing and resolution of grievances.
(f) Review of Category-wise ( Service-wise and Complaint type-wise )
complaints and take steps to avoid receipt of complaints on such
avoidable or zero tolerance issues viz Misbehaviour, Wrong updation of
delivery status, Abstraction , delay in deceased claims or other claims
etc.
(g) Review of quality of final replies given to the complainant by the
operative offices and ensuring quality resolution of the grievances.
(h) Review of feedback received from the complainant and take corrective
steps for prompt and quality resolution of grievances.
(i) Providing support to the operative offices by framing example replies for
final resolution as well for internal replies by intermediate operative office
( in case of mails category complaints)
(j) Monitoring and action on irresponsible transfer ( transfer of complaints
with incomplete reply or transfer to irrelevant office) of complaints by the
operative offices.
(iii) Operative Offices:-

(a) Daily log-in CRM portal.

(b) Examination of pending Inward complaints as well as outward
complaints on daily basis.
(c) Updating the complete and appropriate remarks/ reply after
consulting the official record, in Inward complaints and transfer the
complaint to next office on the same or latest by next day of receipt
of complaint.
(d) Examine the pending outward complaints in light of guidelines issued
by Apex office or Admin Offices and take action for final resolution of
complaints within the timelines fixed.
(e) Registration of complaints received in physical mode (by post or by
hand) or by email and provide/dispatch acknowledgement generated
by CRM Portal on same day.
(f) Avoid the Dumping transfer (transfer of complaints with incomplete
reply or transfer to irrelevant office).

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5. Sources of complaints received in CRM portal
The Portal is receiving the complaints from the following four sources: -
(i) India Post website :- Public may register on line complaints through India
Post website. In Portal it is termed as “Public Online”
(ii) India Post Call Center (IPCC) tollfree number 18002666868: - Public may
register the complaint through India Post Call Center. In Portal it is termed
as “IPCC”
(iii) Complaints received in Physical form or by email: - Public may visit the
offices or send the complaints by post or by email for registration and
resolution of their complaints. The user of the concerned operative office will
register the complaint in CRM portal. In Portal it is termed as “Walk-in”
(iv) Bulk Complaints by registered bulk mailers: - Special facility is provided to
registered bulk mailers of the Department to register the bulk complaints
through their personal log-in. In portal it is termed as “Bulk”

Various reports can be generated for all these four sources collectively or
separately.
6. Reports available in Portal

(i) Period-wise complaints: -

(a) Report is available for Daily monitoring and processing of pending

complaints (Outward as well as Inward complaints) by Apex office, Admin
Offices and operative offices.
(b) Pendency is shown period-wise (age-wise) for monitoring and prompt action on
long pending complaints.
(c) User may select the total pending complaints (by clicking the pending figure) or
specific age pendency to generate the details of all such pending complaints
with duration of pendency in their particular office.
(d) After generating the details of such pending complaints, user may process the
complaints. (Tutorial on processing of complaints is attached as Annexure-I)

(ii) Transaction-wise statistics: -

(a) Report is available for periodic analysis of Service-wise and complaint type-
wise complaints received, resolved and pending during specified period.
(b) This statement is useful for annual statement or for any other period statement
on Service-wise and complaint type wise complaints.
(c) Admin offices, operative offices should generate and save this report monthly,
quarterly, annually for analysis and future ready reference. (tutorial for
generating this report is attached as Annexure-II)
(iii) Last Login report:- Report is available for daily monitoring of login status
of last working day of all Operative and Admin offices under jurisdiction of
that Admin Office. Report of the same day will be available after 1700 hrs.

5
 (iv) Closed complaints:- Report on closed complaints during a specific time
is available for analysing the period in which complaints are closed. It is
helpful to find the number of complaints which are closed beyond the
timeline and within timeline.
(v) Average feedback score:- Report is available to review the feedback
given by the complainant on closed complaints. Apart from average score,
complaint wise actual score from 1 to 5 is also available in the report. One
represents poor and 5 excellent.

7. Salient Features of CRM Portal

(i) Integrated with CSI for auto mapping of all facilities: -

(a) All the facilitates (Offices) other than Branch Post Offices
available in CSI are mapped with CRM.
(b) If any facilities is created fresh in CSI , it is auto mapped with CRM
on its creation.
(c) All the facilities other than Branch Post Offices are deemed as
Customer Care Centres in CRM.
(ii) Integrated with OER ( Auto population of data and Auto transfer to last
scanned office):-
(a) In respect of mails category complaints, the data related to
Booking office, delivery office and date of booking is auto
populated during complaint registration through India Post
website.
(b) In complaint registration through IPCC and CRM portal itself,
address data is also auto populated.
(c) After registration, complaint is auto transferred to last scanned
office for further stage by stage search of the consignment.
(iii) Auto closure of complaints: -
In complaints related to “Non Delivery of articles” , if article
subsequently delivered through system and delivery scan
updated, complaint will be auto closed by providing system
generated reply.
(iv) Instant complaint acknowledgment message on mobile and email also
(if given by the complainant).

6
8. Guidelines issued by the Directorate for handling and resolution of
grievances:-
(i) Time limit for treating a speed post article as lost in absence of final
delivery status for purpose of payment of compensation: Letter number
39-32/2019-D dated 13.04.2021 (Annexure-III)
(ii) Time limit to treat a parcel as lost in absence of final disposal of parcel
for the purpose of payment of compensation: Letter number 17-01/2019-
PD dated 27.05.2019 (Annexure-IV)
(iii) Closing of grievances-cases pertaining to delay/lass of articles: letter
number 14-03/2018-PG dated 25.06.2018.( Annexure-V)
(iv) User manual for CSI complaint management processes (digitally shared
with all Circles)

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 Annexure-I
Processing of Inward Complaints in CRM.
Part I : General
(i) Select “ Period wise complaints” from Report menu.
PIC-1

(ii) Select radio button of Inward Complaints.

PIC 2

8
(iii) Enter the current date (by selection from Calendar) in fields ‘ Start Date’
and End Date”.

(For CRM Consolidated Inward pending complaints , please ensure that all
‘Complaint Origin” are selected and ‘Article Type’ are selected as ‘All’.)
PIC. 3

(iv) Press ‘ Execute’ button to execute the command.

PIC.4

9
(v). Subordinate office wise , age wise pendency report will be generated as shown
in PIC 5 & 6 below. Now for detail of pending complaints, user may click on the
‘Pending total’ figure or on Age-wise pending figures by selecting the long pending
complaints on priority basis.
PIC.5

PIC. 6

10
(vi) . Complaint-wise complete detailed list will be displayed as shown in Picture
below.
PIC. 7

(vii). Save this report in Excel format by pressing the button “ Print Preview” and then
“Spread Sheet” as shown in PIC 8 and PIC 9
PIC 8

11
 PIC 9

(viii). Enter a file name for this file and press ‘Choose’ button to shave the file, as
shown in PIC 10 below:-
PIC 10

12
(ix) ( a). In admin offices ( Divisions, ROs and COs) , detail of pending Inward
Complaints in excel file (PIC. 11) may be put up to the Competent Authority alongwith
consolidated pendency report for review and further directions.
(b) In operative offices, the user may reply these complaints one by one through
option “ CRM Complaint ID” available in Search Criteria at home page of the Portal.
(PIC 12) update the reply in the complaints by consulting the official record.
PIC 11

PIC 12

13
(x) On pressing “Search button” complaint will be opened with all records and previous
remarks of the concerned offices. User will examine the last office remark as well as
previous remarks in complaint . For uploading the reply in the complaint, there may
following three types of cases:-
(a) Complaints is received from the previous office with reply for further transfer to
next office with proper reply ( with attachment , if any )
(b) the Office is last inward office and updating final reply for resolution of the
complaint.
(c) the office is itself a Registered Office ( Outward Office) for the said complaint,
complaint is “Sent for resolution” or Transferred for final closure and said Outward
Complaint is now also available as ‘ Inward Complaint ‘ of the said Outward (
Registered ) office.
Part II : Processing of complaints in case of (x) (a) type, where complaints is
received from the previous office with reply for further transfer to next office with
proper reply ( with attachment , if any )
(xi) Press “ Route to” button .
PIC. 13

(xii) A box for entering next office “ Facility ID” alongwith comments of the office , will
display as shown in PIC 14.
For searching the Facility ID of the next office, “Open Input Help” option as shown in
PIC 14 below.

14
 PIC 14

(xiii) Facility ID of the next office may be search on the various criteria like Discription
(Name), Pincode, Type, Reporting office. On searching by Discription, enter minimum
four charcters of the office with * as suffix. (Presently it is working without * suffix also
and search critwera is Case sensitive) A list of such offices will display. Select the
correct office from the list.
PIC 15

15
(xiv) Now put the reply in the Comment box and press “ Add” button to update the
reply/ remarks as shown in PIC 16. There is a select button “ Public”, this should not
be selected for the remarks updated for internal use.
PIC 16

(xv) Reply/ Reply of the office will be seen in the remarks column of ‘Routing Tracking”.
Press “ Save” Button to save the transaction. Message of the same will be displayed
as shown in PIC 18. Now processing of the said complaint is complete.
PIC 17

16
 PIC 18

Part III :
Processing of complaints in case of (x) (b) type”, where the Office is last inward
office and updating final reply for resolution of the complaint.
(xvi) Scroll up the complaint and press ‘ Edit ‘ Button.

PIC 19

17
 PIC 20

(xvii) Drop down the ‘Status’ and select “ Sent for resolution”.
PIC 21

18
(xviii) Enter the final remarks in “ Closing remarks” box and “ Save” transaction.
PIC 22

(xix) As in this case , a file is required to be attached in complaint. To attach a file , go

to attachment portion of the complaint and press “ Advanced” button as shown in PIC
23 below.
PIC 23

19
(xx) Press ‘Attachment’ button ( New Attachment) as shown in PIC 24 below and
attach the requisite file as shown in PIC 25. File is attached and available for all
concerned offices in ‘Attachment portion “ of the complaint.
PIC 24

PIC 25

20
Part IV
Processing of complaints in case of (x) (c) type” :- where the office is itself a
Registered Office ( Outward Office) for the said complaint, and complaint is “Sent for
resolution” or Transferred for final closure and said Outward Complaint is now also
available as ‘ Inward Complaint’ of the said Outward ( Registered ) office.
(xxi) Scroll up the complaint and press ‘ Edit ‘ Button.
PIC 26

(xxii) In the present complaint, the status of the complaint is still “Registered” instead
of “Sent for Resolution” due to the reason that Last Inward Office has not selected the
option “Sent for Resolution” while updating the final remarks/ reply.
Therefore , now the user have to first select the option “ Sent for Resolution” as “
Resolve” option will not be available in drop down without selecting the “ Sent for
Resolution” option as shown in PIC 28

21
 PIC 27

PIC 28

(xxiii) After selecting the ““ Sent for Resolution” option, “ Resolved “ Option is also
available in drop down as shown in PIC 28. Select the “ Resolved” Option and update
the final reply for the complainant in “Closing remarks” box and “Save” the transaction.
This will be a final reply to the complainant and will be available to the complainant in
his/her complaint at India Post website and also in email ( if provided by the
complainant), hence final reply may be updated with due care by the Closing Office.
Final reply should be complete in reference to description of the complaint.

22
PIC 28

PIC 29

23
 Annexure -II
To generate Category-wise ( Service-wise and complaint type -wise) report.
(i) Select “Transaction wise Statistical” in reports menu as shown is PIC 1
below.
( PIC. 1)

(ii) Select the period for which report is required ( Start and end date ) and
execute the command as shown in PIC 2 and 3 below
(PIC. 2)

24
 (PIC. 3)

(iii) The report will be generated as shown in PIC 4. User may further expand
the Categories ( Services) upto type of complaints by clicking ( click here
to expand all Article Type) as shown in PIC 5.
(PIC 4)

25
 (PIC 5)

(iv) Expanded report is as shown in PIC 6 below:-

(PIC 6)

26
(v) To transfer the data in excel format , select “Local File” as shown is PIC 7
below and follow the process as shown in PIC 8 to PIC

(PIC. 7)

(vi) Select “Text with Tabs”.

(PIC.8)

27
(vii) Change “.txt” to “.xls” with help input ( Blue Box)
(PIC. 9)

(viii) Name the excel file and in “ Encoding” select “Default” and also “Save a
copy to native file system”. “Choose and then Generate.
(PIC. 10)

28
 (PIC. 11)

.
(PIC 12)

29
(ix) Excel file will be saved in your system as shown in PIC below.
(PIC. 13)

(PIC. 14)

30
 A"-@hre--T
I

No. 39-32120{ 9-D

Oovernmont of lndia
MinistrY of Communications
Department of Posts
Mail Business (Opirations & Devetopment) Division

Dak Bhawan, New Delhi-110001

Date: 13th APril' 2A21

$.ffipe Meporgn{urn

subject:
- Time limit for treating a speed Post article as 'lostn in absence of
tinal detrivery rt tu* ior th; purpo$e of payment of compsn$ation'
regarding.
(pt'1)
Reference is invited to BD Directorate oM number 57-07t2016-BD&MD
dated 20.12.201g vide which the maximum period within which
a speed Post.article
,lost' was fixed as 150 days provided that the complaint wal lodged
could be treated as the
i.e. within 60 days of bookins
within the perto prescrib"a-ior'ioJgl;g the comUalnl
as lost was fixed taking
article. The period of 1s0 days ror ireiting a speed Post article
into account the time taken for completion of e-search bill inquiry.

and transmission of
Z. The matter has been re-examined. As the process of handling
more visibility has
speed post articles have been streamlined in the recent past and
come in the transmission and delivery of Speed Post articles
due to technological
upgradation and regular monitoring ury,br MNOP; it has
therefore been decided that the
treated as 'lost' in the absence
maximum period ,i", which a SpJed Post article can be
will be 60 days from
of final delivery status for the pripo** of payment of compensation,
of complaint, whichever is
the date of booking or 3o d'ays from it * date of receipt prescrihed in this regard'
period
later, provided that [he complaint is lodged within the
The compensation to the sender" of the $peed Post article so dectared as olost' will
be paid tirereafter within a Beriod of 10 days'
'lost' shall be initiated on receipt of
3. The action to declare the Speed Post article a$
can seek compensation prescribed
complaint with the proof of booking. The sender only
1933 as amended on 1B-11-
under the rules (Rule 66-8 of the Indian Post office Rules,
fol loss of the speed
2013) on submission of a ruriJ-pioot of uooring. compensatiol issued by the
post article will continue to be paid in accordalce with the instructions
Department from time to time'

4, The process of investigation to establish the loss must be carried out by the booking
Manual Volume V and instructions
office as per the extant provisions containing in Fostal
the process of investigation and
issued by the Department from time to tim6. However,
Post article, fixing responsibility and
inquiry to asceftain the cause of loss of the speed
and need not be linked to the
recovery thereof is an internat exercise of the bepartment
payment of comPensation.
post article, the time, limit as prescribed in para-Z above
s. ln case of insured speed
pi**r* of investigation as per the rules and instructions
will also be applicable ano tli followed'
are to be
issued by the Department from ii*e to time Contd

1
.F

6. Due diligence has to be taken within the time line mentioned at para- 2 above to find
out the delivery status of the Speed Post article. Due diligence, inter a/ia irrcludes issue
of e- search bill, cros$ checking with the delivery office, returned to sencler office and
payment office as the case may be. Delivery office shall ensure cross, checking of
delivery in the online system as well as manual records and update the status
accordingly,

7, The provisions prescribed for registered articles in clause 81 (2) of the Post Office
Manual Volume-Vlll regarding recovery of whole or part of the contents; will also be
applicable in case of Speed Post articles.

8. An undertaking shall be obtained from the complainanUsender by tlre respective

payment office that the complainanUsender has not received any' payment /
compensation for the Speed Post article against which claim has been marJe and that in
case of multiple payment comes to notice later, the excess amount shall be refunded by
complainanUsender to the payment office or the same will be adjusted against any
payments due in favour of the complainanUsender.

g. These instructions will be applicable to the Speed Post articles bookecl on and after
01.04.2021.

This issues with the approval of the Director General (Postat Services).

(Aja!'Kuma r oy)
Deputy Director General (Mail Operation)

All Heads of Circ leslAddl DG APS

All He"Ads gf Resions

Copv tq:
1. ST.PPS to Secretary (Posts)
?, Sr./PPS to DG (Postal Services)
3. Addl. DG (Coordination)
4. All Members of Postal Services Board
5, AS&FA, DOP
6. CGM BD/Parcel /PLl/ CEPT
7, Sr. DDG (Vigilance)/Sr. DDG (PAF)
8. Director, RAKNPA, Ghaziabad
g. All DDGs in the Postal Directorate
10, All General Managers in BD/PDIPLI/CEPT
1 1. Directors, All Postal Training Centers
12. General Manager, CEPT Mysuru for publishing on the Department's website
13. Guard File
14, Office Copy

z
 A"*p.pnrL-E

No. 17-0Ll20Lg-PD
Government of lndia
Ministry of Csmmunication
Department of Posts
Postal Directorate
Dated : May 27th,2019

OFFI CEM EMORANDUM

Sub: Time llmits to treat a parcel as 'lost', in absence of final disposal

of parcel, for the
purpose of payment of compensation Speed Post Parcel,
- Exprbss parcel and Business
Parcel -reg.

The matter of fixing of time limit to treat a parcet as 'lost' in absence

of final disposal of
the parcel for the purpose of payment of compensation has been engaging
the attention of
department for sorne time.

2' The process of handling of parcels has been streamlined and simplified
under parcel
Network Optirnization Project (PN0P). The new layout designs and operational
equipments in
Parcel Hubs and Nodal Delivery Centres (NDCs) have ensured that the parcels
are handled
securely and efficiently at each stage of its processing. With CSI being rolled
out, visibility of
parcels in its entire journey has improved. The benefits
of improvement in operations and
technology need to be passed on to the customers.

3. lt is, therefore, decided that the maximum period after which a Speed post parcel,
Express Parcel, Business Parcel will be treated as 'lost' for the purpose of payment
of
compensation will be 60 days from the date cif booking or 30 days from the date of receipt
of
complaint whichever is later' However, in case of an insured parcel, the existing provisions
of
invesrigation, fixing responsibiiity before sanction of compensation, will contlnue to apply. The
compensation to the sender of the parcel so declared 'lost' has to be paid thereafter within
a
period of 10 days.

4, The process of investigation to ascertain the cause of lossfabstraction/pilferage in case

of parcel, fixing of responsibitity and recovery thereon is an integral part of the whole process
but is completely internal exercise of the Department and hence need not be linked to the
payment of compensation to the customers. This process must be cornpleted as per the defined
timelines and need to be carried out as per the provisions mentioned in the postal Manual
Volume V.

5. These instructions will be applicable to the parcels booked since 01.04.201g onwards.
The due diligence has to be carried out within the timelines mentioned above to find out the
disposal of the parcel. Due diligence will, inter alia, include cross checking with Delivery Office,

Page I of 2
RTS Office and payment Office as applicable and will be carried out by the Booking Office.
Delivery Office shall ensure cross-checking of delivery in online as well as manual records and
update the status thereafter.

G. An undertaking shall be obtained from the customer that he/she has neither received
the parcel back nor received any payment/compensation for the parcel against which the claim
has been made; and that in case any multiple payment against a parcel, or both payment and
return of parcel to sender, comes to notice at a later stage, the excess amount shall be
refunded by the customer to the Department or the same will be adjusted against any payment
due in favour of the customer.

7. Further, the provisions prescribed for registered articles in Clause 81(2) of Post Office
Manual Vol. Vlll regarding recovery of whole or part of the contents will also be applicable in
case of Speed Post Parcel, Express Parcel and Business Parcel.

L The action to declare an article 'lost' whose final disposal is not known shall be initiated
only on receipt of complaints with proof of booking. ln other words, only the :;ender of a
parcel has the right to seek compensation prescribed under rules on submission of proper proof
of booking.

This issues with approval of the competent authority.

rma)
General Manager
All Heads of Circles/Addl, DG, APS
All Heads of Regions
Copy to :

1. Olof Secretary(Posts)
2. O/o DG(Posts)
3. All Mernbers of Postal Service Board
4. AS&FA, DoP
s. cGM(BD&MD)/cGM(PLl)/Sr. DDG(Vigilance)
6. Director, Rafi Ahmed Kidwai National Postal Academy, Ghaziabad
7. All DDGs in Postal Directorate
8. All GMs in BD&MD and PLI Directorate/GM, CEPT Mysuru
9. Directors, All Postal Training Centres
10. Director CEPT Mysuru for publishing on Department's Website
11. Rajbhasha Anubhag for Hindi translation
L2, Guard File
1.3. Office Copy

Page 2af 2
 No, 14-03/201"8-PG
frovernrnent of Inrjia ,N-,.vatLs
Ministry of Cnmmunications
Department of Posts
(PG Sivision )

Dak Bhawan , Sansad IVIarg

Dated 25/0S/20r,8

Atl CPM]sG
AddI. DG AFS
Subject: Closing of grievances received in lndia Fost [all Centre, Truitter
and CCCC - cases pertaining tr delay/loss of the articles.

l"his is rcflarcling dclu]. in tlistr::t:sli] o1'ceinrplairits loclged in Indin Post Call

iluntsr (l PCC:)" 'l'"r,l.itlur irnd C*rnputerized Custnnrer Cru',r Cl*'nlr'{s

:1. \\rhil* rer,ir:u,in$ th* p*nrirucv at th* I)ir:ectorate. it is seen tlrat

urlrr'rplaints rs$lurdingil*l61rril$ss tI'articles ure krpt 1:cnrling in rl:c (ircles tluc tir

hagsl articlcs" durirru tlansit.

-1. lt nlilY h* np1:r'**int*ti that *[r:sin!| t.r1' conrplairrts trnti lisirrg nl'
r*spnnsihiiitl'uru trr,il clilftr**nt ri\jents rtnd ner'cl not Lre itiignecl ruitl'l cucl: uthcr.
Circles rl's titercJhru,. recprurst*cl to clisirusu nl' uanrFl*irrts loclg*tl on II)Clf'.
i'rvitter tnd CilCil *,'ircrq it i5 gr5txlrlished thnt bag,'arlicrle lttrs not reach.e'tt ilte'
$cklress*crjsrrn(l{:r' i.u., it is titlrel" lust er dckrvu:t-l as prrr ssrvics standards spuciliccl
in the (litir-ens'Clrarter arrcl rules orr tlic suLr.iect.'l"lrc corriplaint nri.r\'. tlterelirre
ite clos,r',cl [ri' intnrming thr romplai]1ant about tliu: citla]' CIr' lo.,is o1' thr artiulc urtcl
1:rutvidirrg hirli'her rr,'ilh coillpsnsatir"rn irls I.r$il rules ern thr: suh.icct.

-1.. Itror,l,$uq:r,thc ac{r:rir:istrati-r,u aspuut uj" Ji:llorr- up ilith the urucr,rncd

(-lir"urles uir.rstlre cnsured as l]cr r-r.llus o11 thc suhir:ct. Fi. ing rll' responsil:ilitr'.
t'*'crlvr*l'! oI loss. clisciplinirr.\,'actinn rtc. rr.'ili b* Lullou'ed as per the pr*ctrclure
' ;utti gr-tid*,lilr*s ltitl in ll:u ii:uttsrr.

5. 'l'his isslu-:s rvith tl:r: al:pr'*r,al of thc: cornpe.tent alttil$r'it-r'"

{,{ i"

\ x,,, rL--
t;
L-) /-

Copl'to
l. CfiN{ Pnrr,ul l}tt*. Cfihd RD&N{ Dtts
7. All DDs(i, I)ir (Vig)