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CUSTOMER CARE CENTRE. What is Customer Care Centre?. A centre for customer service in Post offices/Postal administrative offices where complaints are handled online. PROCESSING OF COMPLAINTS IN WEB BASED CUSTOMER GRIEVANCE HANDLING SYSTEM. Channels for lodging complaints.
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What is Customer Care Centre? A centre for customer service in Post offices/Postal administrative offices wherecomplaints are handled online.
PROCESSING OF COMPLAINTS IN WEB BASED CUSTOMER GRIEVANCE HANDLING SYSTEM
Channels for lodging complaints The customer can • lodge a complaint online through website indiapost.gov.in and also know the status of the complaint • Register his/her complaint in the post office where transaction has taken place and get acknowledgement • Any Post Office • Register his/her complaint in the office of higher authorities which will be forwarded to the concerned CCCs for processing
LODGING COMPLAINTS THROUGH INDIA POST WEBSITE • The customer can go to home page of www.indiapost.gov.in. • Click on the link “Customer Care” • Click on the link “Complaint Registration” • Also, by clicking the link “Track your complaints”, he/she can know the present status of disposal of his/her complaint.
All Project Arrow post offices are CCCs • They process complaints pertaining to their offices • On getting reply from inward CCC, the case will be submitted to DO for approval • DO authorises closure of the complaint • The whole process is handled through web based grievance handling system
Settling Inward complaint • The complaint registered will be automatically available for inward CCC • The details of the complaint will be available in the menu Pending – Inward • All the unread complaints will be displayed in separate color band • Click the complaint number to view details • Update with suitable reply/status
Disposal of complaint at Outward CCC • The reply appended by Inward CCC will be viewed by outward CCC • If satisfactory reply is received complaints can be closed by updating status and forwarding to DO for approval • Otherwise further information required may be called for from inward CCC
Settlement of Complaint – CCC DO • The complaint on which final reply is updated is received at DO for approval • The DO will approve the final reply & mark te complaint as closed • A complaint settled reply is sent to complainant
REPORTS • Following reports can be generated • Progress Report – Monthly, Period wise, Article wise • Pendency wise Report – Outward, Inward • Category wise - Outward • Category wise - Inward
Logging out the CCC software • After the processing of complaints in CCC software, logging out of the software can be done through the option • “Logout” on right top of the screen.