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Citizen’s charter – An Overview

Citizen’s charter – An Overview. Purpose of the charter. The charter is the declaration of our commitment to excellence in service to customers of the department The citizen charter declares the standards for various services offered

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Citizen’s charter – An Overview

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  1. Citizen’s charter – An Overview

  2. Purpose of the charter • The charter is the declaration of our commitment to excellence in service to customers of the department • The citizen charter declares the standards for various services offered • It includes expectations of the Organisation from the Citizens for fulfilling its commitment Where do you find this in our IndiaPost site? • About us – Citizen charter • www.indiapost.gov.in

  3. How to access? • Open our website– www.indiapost.gov.in PPT 9.3.7

  4. Who is our Customer? • We serve all residents of India and we are the main service provider for rural citizens for mails and financial services • Public Institutions, private businesses and print media • Government organizations • Other postal administrations • Philatelists

  5. Why Citizen Charter? • To make administration accountable and citizen friendly. • To ensure transparency • To take measures to improve customer service. • To adopt a stakeholder approach. • to save time of both Administration and the citizen

  6. Complaint Settlement Mechanism • Customers can register complaints Online at www.indiapost.gov.in  or at  www.pgportal.gov.in • Post Office where transaction took place • Office of Senior Superintendent/ Superintendent of Post Offices • Any higher office • At any post office

  7. Complaint Settlement Mechanism

  8. Complaint Settlement Mechanism • If Customer is not satisfied with the settlement of his/her complaint by Dept. of Posts, • then he may file complaint in consumer forums.

  9. Exercise

  10. Thank you

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