Post Office Complaint Registration and Guidelines | Postal Complaints Enquiry, Compensation and Timeline | DOP Complaints Short Notes

 

 1.        Where complaint can be made            : Any Post office (For V.P articles only at the office of Posting)  /India post website/twitter/face book/PG Portal/ IPCC (India Post Call Centre)

2.        Who can complaint : Either receiver or Sender of the article

3.        To whom the complaint will address               : Superintendent or First class Post master

4.        Enquiry/Complaint Fee           : Free (except in case of V.P where an enquiry fee of Rs. 1 to be paid)

5.        Type of complaint        :

a.        Abstraction of Content

b.        Delay in delivery of articles

c.        Delivery of mails to unauthorized person

d.        Delivery of VP articles as ordinary article

e.        Loss of article

f.         Non delivery of article

g.        Non receipt of AD/POD

h.        Non-payment of VPMO

i.         Wrong delivery of articles

6.        Complaint period and compensation               :

 

Category	Description	Remarks
Complaints relating to money orders	12 months from the date of issue of the money order (2 years in the case of money orders issued at field Post Offices and family money orders issued at field Post Offices and family allotment money orders remitted on behalf of seamen working in Indian merchant ships)
Complaints relating to V. P. Articles	6 months from the date of booking of the V.P. article
Complaints relating to loss or damage to a registered where a claim for compensation is made	*Three months from the date of posting of the article. *six months in the case of registered articles addressed to or sent by members and units of Armed Forces.	Upto Rs.100
Complaints relating to loss or damage to a insured article where a claim for compensation is made	Three months from the date of posting of the article	Insured amount
Complaints relating to loss or pilferage or damage to a Speed Post article where a claim for compensation is made	Three months from the date of posting of the article	Double the Speed Post charges or Rs.1000 whichever is less
Complaints relating to delay of Speed Post article where a claim for compensation is made	Three months from the date of posting of the article	Speed Post charges.
Other complaints relating to the inland post	Six months from the date of the incident.
Complaints, regarding miscarriage, loss or destruction of postal orders	Twelve months from the last day of the month of issue.
Complaints regarding any article booked under Recorded Delivery	within 2 months from the date of booking of the article	NO compensation
loss or damage of the Business Parcel or contents thereof		five hundred rupees or the actual value of the parcel or the content lost, whichever is less

 NOTE :-                          The remitter or the payee of a money order is advised to prefer a complaint as early as possible if the money order is not paid within a reasonable time.

7.                  Particulars to be given in complaints - Full particulars of the article in question, the exact nature of the complaint, details of the sender and addressee or payee should invariably be given. The complaint should be accompanied by the documents and information furnished as indicated below in the case of the following types of complaints :-

  

	Category	Details
(a)	Relating to articles for which a receipt is issued by the Post Office.	A copy of the receipt
(b)	Loss of or delay to unregistered mails	(i)   Time and date of posting. (ii)  Letter box where article was posted. (iii) Full address on the article (iv) Person posting the article. In cases of delay, the wrapper of cover should be sent
(c)	Loss of contents	Particulars of missing contents if known, along with the wrapper or cover.
(d)	Overcharges	Wrapper or cover wherever possible, the article should be opened before the postmaster
(e)	P.O. Savings Bank	Account No. and Office at which opened
(f)	Loss, Miscarriage or destruction of Postal Orders.	Counterfoil or failing this serial No. of the order. Office from which purchased and date of purchase

Guidelines for Registration of Complaints

Guidelines:

Please observe the following guidelines for speedy settlement of your grievances: For online lodging of complaints and status update through website www.indiapost.gov.in (Go to home page and click on Customer Complaints link, select option Register Your Complaint for lodging complaint and select option Track your Complaint for knowing the position of the case.)

Register your complaint in the Post Office where transaction has taken place and get acknowledgement. Approach next higher authority of the Department if the complaint is not settled in a reasonable time.

The standards for resolving complaints are announced through the Citizen Charter of Department of Posts available in link About Us on Home page of this website.

Complaint on Postal Services addressed to Postal Directorate, New Delhi, may only be addressed to concerned officer and sent on given email, telephone or fax number.

A.  Initial Level for lodging Complaints

Sl. No.	Nature of complaints	Whom to Complain
1.	Any complaint on the services rendered and concerning behavior of employees of the Department of Posts.	Postmaster / In-charge of the Post Office where the transaction has taken place.
2.	Any complaint on the services rendered and concerning behavior of employees of the Department of Posts.	Senior Superintendent / Superintendent of Post Offices of the Division in whose jurisdiction the concerned Post Office falls.
3.	Any complaint on the services rendered and concerning behavior of employees of the Department of Posts.	The Post Master General of the Region in whose jurisdiction the concerned Post Office and Division falls.

 

 

B.  If the complaint is still not settled, the complainant may approach the Chief Postmaster General of the respective Circle at the following address:

Chief Postmaster General Information

Name of the Circle	Address	E-mail ID, Telephone No. and Fax Number
Andhra Pradesh	O/o CPMG,AP circle, PSD complex, besides Door Darshan quarters, Krishnalanka, Vijayawada-520013	cpmg_apr@indiapost.gov.in, 0866- 2429854 (Tel), 24747282 (Fax)
Assam	4th Floor, Meghdoot Bhawan, Panbazar, Guwahati – 781001.	cpmg_asm@indiapost.gov.in 9435503177 (Tel), 2544838 (Fax)
Bihar	Patna GPO Complex, Patna – 800001.	cpmg_bhr@indiapost.gov.in Customer care center /Complaints: 0612

		-2230082, 2220207 (Tel), 2225011 (Fax) Postal Life Insurance complaints: Toll free No.18003456107,0612-2236842
Chhattisgarh	Raipur – 492001.	cpmg_chh@indiapost.gov.in 0771- 2233400 (Tel), 2233194 (Fax)
Delhi	Meghdoot Bhawan, Link Road, New Delhi – 110001.	cpmg_del@indiapost.gov.in 011- 23620144 (Tel), 23627114 (Fax)
Gujarat	Khanpur, Ahmedabad – 380001.	cpmg_guj@indiapost.gov.in 079- 25505424 (Tel), 25505275 (Fax)
Haryana	107, The Mall Road, Ambala Cant. – 133001.	cpmg_hry@indiapost.gov.in 0171- 2603100 (Tel), 2603736 (Fax)
Himachal Pradesh	Kaithu, Shimla – 171009.	cpmg_hpr@indiapost.gov.in 0177- 2629000 (Tel), 2620351 (Fax)
Jammu & Kashmir	GPO Complex, Residency Road, Srinagar – 190001.	cpmg_jnk@indiapost.gov.in Jammu: 0191-2542878 (Tel), 2561746 (Fax) Kashmir: 0194-2452528 (Tel), 2452036 (Fax)
Jharkhand	Doranda HO Complex, Ranchi – 834019.	cpmg_jha@indiapost.gov.in 0651- 2482345 (Tel), 2480153 (Fax)
Karnataka	Beaulieu, Palace Road, Bengaluru – 560001.	cpmg_kar@indiapost.gov.in 080- 22392523 (Tel), 22202607(Fax)
Kerala (For Kerala and Lakshadweep)	Thiruvananthapuram – 695033.	cpmg_ker@indiapost.gov.in 0471- 2308300 (Tel), 2306500 (Fax)
Madhya Pradesh	Bhopal – 462012.	cpmg_mp@indiapost.gov.in 0755- 2550838 (Tel), 2556547 (Fax)
Maharashtra (For Goa, Maharashtra and Dadra & Nagar Haveli)	Mumbai GPO Building, 2nd Floor, Mumbai – 400001.	cpmg_mah@indiapost.gov.in 1800 228 030 (Toll Free), 22620829 (Fax)
North East ( All North-Eastern States except Assam and Sikkim)	Shillong – 793001.	cpmg_ne@indiapost.gov.in 0364- 2223800 (Tel), 2223034 (Fax)
Orissa	Bhubaneswar – 751001.	cpmg_ori@indiapost.gov.in 0674- 2392000 (Tel), 2394790 (Fax)
Punjab (For Punjab and Chandigarh)	Sandesh Bhawan, Sector – 17/E, Chandigarh – 160017.	cpmg_pun@indiapost.gov.in 0172- 2706700 (Tel), 2721670 (Fax)
Rajasthan	Sardar Patel Marg, Jaipur – 302007.	cpmg_raj@indiapost.gov.in 0141-2372020 (Tel), 2366151 (Fax)
Tamil Nadu (For Tamil Nadu and Pondicherry)	Anna Road, Chennai – 600002.	cpmg_tn@indiapost.gov.in 044 -28520367 (Tel), 285221199 (Fax)
Telangana	Dak Sadan, Abids,Hyderabad – 500001.	cpmg_tlg@indiapost.gov.in 040-23463636 (Tel)
Uttar Pradesh	4, Hazratganj, Lucknow – 226001.	cpmg_up@indiapost.gov.in 0522-2621113 & 0522-

		2202531 (Tel), 2616855 (Fax)
Uttarakhand	Dehradun – 248001.	cpmg_utr@indiapost.gov.in 0135-2658396 (Tel), 2650065 (Fax)
West Bengal (For West Bengal, Sikkim and Andaman & Nicobar Islands)	Yogayog Bhawan, P-36, C.R. Avenue, Kolkata – 700012.	cpmg_wb@indiapost.gov.in 033-22120070 (Tel), 22120811 (Fax)

C. If A.  the complainant is dissatisfied with the action taken, he / she may approach the following Officers in the Postal Directorate, Dak Bhavan, New Delhi-110001 according to the nature of complaint:

 

Sl. No.	Nature of complaint	Designation and Address of the Officer	E-mail ID, Telephone No. and Fax Number
1.	Complaint on delayed delivery / non-delivery of Speed Post , Express Parcel, Business Parcel, Logistics Post , Non payment of COD amount and any other complaint related to premium products.	i)  Public Grievance (PG) Division, Postal Directorate, New Delhi 110 001. ii)  Dy. General Managr (BP) for EPP, LP, BP. iii)  ADG (IM) for International Mail.	PG Division - -011-23036397, Director(PG)- 011-23096151, 011-23036814 for (i) &(ii) in Column 3. i) Dy.General Manager (SP) - 011-23096075
		iv) DDG (PG) for Registerred Letter / Parcel.	ii) Dy.General Manager (BP) - 011-23096075 iii) ADG (IM) - 011-23096112
			iv) DDG (PG) - 011-23096087
2.	Complaints on non-delivery or delayed or wrong delivery of ordinary mail articles, delayed payment or non-payment of money order or Electronic Money Orders, non- delivery or delayed delivery or non receipt of acknowledgement of Registered articles, non delivery or delayed delivery of Insured articles, Parcels, Packets, complaints on abstraction of contents of mails articles except articles mentioned under serial 1 ibid. Complaints on misbehavior by post office staff or any other complaint under miscellaneous category not covered under serial 1, 3 and 4 of this table. Complaints concerning Savings Bank or Savings Certificates or claims relating thereto.	Deputy Director General (PG & QA), Dak Bhavan, Sansad Marg, New Delhi— 110001.	pgsectiondop@gmail.com 011- 23096087 (Tel), 23353883(Fax)
3.	All type of complaints concerning Postal Life Insurance or Rural Postal Life Insurance.	Chief General Manager (PLI), PLI Directorate, Chanakya Puri, New Delhi—110021.	cgmplidte@gmail.com 011- 24672461 (Tel), 26882838 (Fax)

4.

Pension matters of postal employees and matters relating to Gramin Dak Sevaks

Deputy Director General (Establishment), Dak Bhavan, Sansad Marg, New Delhi—110001.

011-23096098(Tel), 23096007(Fax)