Citizen’s Charter of Department of Posts Copy of the draft Citizen’s/Client’s Charter communicated vide Directorate letter no 3-10/2005-PG (Vo-II) dated 15th March, 2011 is reproduced below. Department has called for views/comments from the the stakeholders including customers and staff organizations as well as the members of the Working Group on Citizen’s Charter (WGCC) to be submitted within three weeks, i.e., up to 06.04.2011 so as to identify and incorporate the necessary changes.

Citizen’s Charter of Department of Posts (DOP) Ministry of Communications & IT (GOVERNMENT OF INDIA) A DECLARATION OF OUR COMMITMENT TO EXCELLENCE IN SERVICE TO CUSTOMERS OF DOP OUR VISION India Post’s products and services will be the customer’s first choice. OUR MISSION · India Post touches the lives of every citizen of the country. It is the largest postal network in the world. · Its physical and electronic network is dedicated to providing mail, parcel, money transfer, banking, insurance and retail services with speed and reliability. · The primary stakeholders of India Post are its customers, employees and the Government of India. · India Post will provide services to the customers on value-for-money basis. · India Post will ensure that the employees are proud to be its main strength and serve its customers with a human touch.· India Post will continue to enable last mile connectivity as a Government of India platform.

OUR CUSTOMERS/CLIENTS · All citizens of India and users of Postal service all over the world; · Institutions like Banks, insurance companies, telecom service providers, Educational Institutions, Medical and Health institutions, religious institution 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; · Other clients OUR SERVICES The Department of Post provides various services through its extensive network depending on customer/client’s requirements in the area of Communication Services (letters, Postcards Parcel etc.), Financial Services (Savings Bank, Money Order, International Money Transfer Service, Postal Life Insurance) and Value added Premium Services (like Speed Post, Business Post, Retail Post, and Finance Mart). OUR COMMITMENT TO THE 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 customers and respond to their enquiries and complaints promptly.

REQUIREMENTS OF SERVICE STANDARDS:

Services /Transaction Success Indicators Service Stan-dards Unit Delivery of unregistered Articles like Inland Letter Card (ILC).Post Card (PC) / Envelopes / Invitation Cards/ Periodicals/ Magazines Delivery of ordinary mails between Metro/within city/town/district (Average time of delivery from the date of posting) 2 Days Delivery of ordinary mails to Inter State capital/within state (Average time for delivery from the date of posting) 3 Days Delivery of ordinary mails to inter state other than those between capitals (Average time for delivery from the date of posting) 4 Days Booking and Delivery of Registered/Insured Articles Booking Registered Letter (average Time taken in a computerized Post office). 2 Minutes Booking of Registered Parcel (average Time taken in a computerized Post Office). 5 Minutes Booking of insured Letter/parcel (Average Time taken in a computerized Post Office). 8 Minutes Delivery of registered and insured mails between Metro/within city/town/district (Average time for delivery from the date of posting). 4 Days Delivery of registered and insured mails to Inter State capital/within state (Average time for delivery from the date of posting). 5 Days Delivery of registered and insured mails to inter state other than those between capitals (Average time for delivery from the date of posting) 6 Days Booking and Delivery of VP Articles / Insured VP Articles Booking of value payable letter (average Time taken in a computerized Post office). 5 Minutes Booking of Value payable parcel (average Time taken in a computerized Post Office). 5 Minutes Booking of VP Insured Letter 8 Minutes Booking of VP Insured Parcel 8 Minutes Delivery of VP and Insured VP mails between Metro/within city/town/district (Average time for delivery from the date of posting). 4 Days Delivery of VP and Insured VP articles to Inter State capital/within state (Average time for delivery from the date of posting). 5 Days Delivery of VP and Insured VP mails to inter state other than those between capitals (Average time for delivery from the date of posting) 6 Days Booking and Delivery of Speed Post Articles Booking of Speed Post article (average Time taken in a computerized Post Office). 2 Minutes Delivery of Speed Post articles between Metro/within city/town/district (Average time for delivery from the date of posting). Delivery of Speed Post shall be specific to the location and time of booking. 2 Days Delivery of Speed Post articles to inter state capital/within state (Average time for delivery from the date of posting). Delivery of Speed Post shall be specific to the location and time of booking. 3 Days Delivery of Speed Post articles to inter state other than those between capitals (Average time for delivery from the date of posting). Delivery of Speed Post shall be specific to the location and time of booking. 4 Days Booking and payment of Ordinary Money Orders Booking of Money Order (Average Time taken in a computerized Post Office). 2 Minutes Payment of ordinary Money Order between Metro/within city/town/district (Average time for payment from the date of posting). 4 Days Payment of ordinary Money order to Inter State capital/within state (Average time for payment from the date of posting). 5 Days Payment of ordinary Money Order to Inter state other than those between capitals (Average time for payment from the date of posting) 6 Days Booking and payment of -Electronic Money Orders (eMOs) Average time taken for booking of Electronic Money Order (eMOs) 2 Minutes Average time taken for payment of Electronic Money Orders (eMOs) in the eMO Office of receipt.) 2 Days Average time taken for payment of Electronic Money Orders (eMOs) at non eMO office of payment. 3 Days Booking & payment of Instant Money Orders (iMOs) Booking of instant money order (average Time taken in a computerized Post Office). 15 Minutes Payment of Instant Money Orders (average Time taken in a computerized Post office). 20 Minutes Opening of Post office Savings Bank Account (SB,RD MIS, SCSS and TD etc.) The average time taken is for a computerized Post Office 10 Minutes The average time taken is for non-computerized Head Post Offices & Sub Post Offices. 1 Day Deposit in small savings account (SB and RD) The average time taken is for a computerized Post Office 5 Minutes Withdrawal from small savings account (SB, RD, MIS, SCSS and TD etc.) The average time taken is for a computerized Post Office 5 Minutes Updation of Savings Bank passbook (SB, RD, MIS, SCSS and TD etc.) Average Time taken for the computerized Post Office where account stands. 5 Minutes Closure/Premature Closure of Post Office Saving Bank Account At the Head Post Office (Average time for a computerized office). 6 Minutes Average time taken at the Sub Post Office authorized to close Recurring Deposit (RD), Monthly Income Scheme (MIS), Senior Citizen’s Savings Schemes (SCSS) and Term deposit. Mukhya Dak Ghar (MDG) can also authorize closure of Post Office Savings Bank in addition to these four categories. 10 Minutes Transfer of Post Office Savings Bank Account Average time taken if transfer application is give at the Head Post Office (HPO) for transfer of account to another HO or Sub Post Office of the same HO. 1 Day Average time taken if transfer application is given at the Sub Post Office for transfer of account to another Sub Post Office of the same HO. 7 Days Average time taken if transfer application is given at the transferee Post office 20 Days Settlement of Deceased Claim Case w.r.t Post Office Savings Bank Average time taken for settlement of deceased claim cases 7 Days Issue of Post Office Savings Bank Duplicate Passbook The average time taken is for the Post Office where account stands 10 Minutes Return of Post Office Savings Bank passbook (Received for interest posting) Average time taken for return of Post Office Savings Bank Pass Book after interest posting. 7 Days Issue of Savings Certificates Average time taken to issue the certificate on submission of the application directly by the applicant.15 Minutes Average time taken to issue the certificate on submission of the application through the small savings agent 1 Day Discharge of Savings Certificates Average time taken when applied at Post Office of Registration. 7 Minutes Average time taken for discharge of savings certificate at other office than the office issue. 15 Days Transfer of Savings Certificates Average time taken when applied at Post Office of Registration. 7 Days Average time taken if application for transfer submitted at the transferee Post Office 20 Days Issue of Duplicate savings Certificates Average time taken to issue Duplicate savings Certificate if applied at the office of issue 7 Days Average time taken to issue Duplicate Savings Certificate at other office 30 Days Issue of Acceptance Letter and Policy Bond of PLI/RPLI Average time taken to issue acceptance letter of PLI/RPLI policy 15 Days Average time taken to issue PLI/RPLI policy Bond 15 Days Acceptance of PLI/RPLI premium Average Time taken for acceptance of PLI/RPLI premium in a computerized Post Office 2 Minutes Inter-circle transfer of PLI/RPLI policies Average time taken for inter-circle transfer of PLI/RPLI policies 10 days Settlement of PLI/RPLI claims on maturity Average Time taken for Settlement of PLI/RPLI Claims on Maturity 30 Days Settlement of PLI / RPLI Claims on Death with nominations Average Time taken for Settlement of PLI/RPLI Claims on Average time taken for Death 30 Days Settlement of PLI/RPLI Claims on Death without nomination involving inquiry Average Time taken for Settlement of PLI/RPLI claims on average time taken for Death without nomination involving inquiry 90 Days Paid up value of PLI/RPLI policy Average Time taken for paid up value of PLI/RPLI policy 30 Days Loan against PLI/RPLI Policies Average Time taken for Loan against PLI/RPLI Policies 10 Days Change of Address for PLI/RPLI policy Average Time taken for change of address for PLI/RPLI Polices 10 Days Change of Nomination of PLI/RPLI policy Average Time taken for change of nomination of PLI/RPLI policy 10 Days Assignment of PLI/RPLI Policy Average Time taken for assignment of PLI/RPLI Policy 10 Days Issue of Duplicate PLI/RPLI Policy Bond Average Time taken for issue of duplicate PLI/RPLI Policy Bond 10 Days Revival of PLI/RPLI Policy Average Time taken for revival of PLI/RPLI Policy 15 Days Conversion of PLI/RPLI Policy Average Time taken for conversion of PLI/RPLI Policy 15 Days Deposit in Unclassified Receipt The average time taken is for a computerized Post Office 3 Minutes Deposit of Bills The average time taken is for a computerized Post Office 3 Minutes Sale and discharge of Indian Postal Order The average time taken is for a computerized Post office 3 Minutes Grievance Redress mechanism (GRM) in the DOP If complaint is lodged by Complainant him self at web based Computerized Customer Care System of DOP or PG Portal (CPGRAMS), acknowledgement of grievance is instantaneous. 1 Day Average time taking to acknowledge any compliant received by post and to seek additional information, if necessary. Any compliant could be addressed to the local Superintendent of Post Offices except in the case of a First Class Head Post Office, the Postmaster in charge of which is competent to attend to any complaint relating to his office. 7 Days Average time take to send interim reply in case more time is required in settlement of the grievance. 30 Days Average time taken for grievance settlement 60 Days

We aim to meet the above time norms in 90% of the transactions subject to fulfillment of all requirements due on the part of the customer.