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 |
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. |
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. |
-28520367 (Tel), 285221199 (Fax) |
Telangana |
Dak Sadan, Abids,Hyderabad – 500001. |
cpmg_tlg@indiapost.gov.in 040-23463636 (Tel) |
Uttar Pradesh |
4, Hazratganj, Lucknow – 226001. |
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) |
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. |
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) |