MINISTER OF STATE FOR COMMUNICATIONS, EDUCATION AND
ELECTRONICS & INFORMATION TECHNOLOGY
(SHRI SANJAY DHOTRE)
(a) The number of complaints received separately for non-delivery and late delivery of registered letters, parcels and articles, received from different post offices in the country during each of the last three years, State/UT-wise are placed at Annexures I, II & III respectively.
(b) The number of complaints resolved out of them during each of the last three years is given below:-
<pre>
Description Years
2017-18 2018-19 2019-20
Complaints resolved regarding non-delivery of registered letters, parcels and articles 35916 34789 12952
Complaints resolved regarding late delivery of registered letters, parcels and articles 566392 1033981 485081
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Therefore, all the complaints received during each of the last three years have been resolved.
(c) The steps taken by the Government to resolve the complaints are as under: -
i). Technology upgradation has been implemented across various grievance redressal platforms i.e. Centralized Public Grievance Redress And Monitoring System (CPGRAMS), India Post Call Centre (IPCC) and Social Media (Twitter & facebook) platform. MIS reports generated on these platforms are helpful in expediting resolution of grievances.
ii). All Postal Circles have nominated Public Grievance Nodal Officers to monitor the grievances. The details of all Nodal Officers are available on India Post Website i.e. www.indiapost.gov.in.
iii). Daily review of the pending grievances on each platform is done at various levels i.e. Divisional, Regional, Circle and Directorate.
iv). To resolve the grievances of the citizens including those in remote areas of the country, Dak Adalats are held at Divisional, Regional and Circle levels.
v). Special grievance redressal drives are run by the Department periodically to resolve the pending grievances on each platform.
Disciplinary action has been taken against 1362 postal employees responsible for non-delivery and late delivery of postal articles.
(d) The measures taken by the Government to rectify the loopholes are given below: -
i). Optimization of mail network of Speed Post, Registered Post and unregistered mail into a Hub and Spoke model under Mail Network Optimization Project (MNOP) to expedite booking, transmission, processing & delivery of mail.
ii). Computerization, infrastructure and site upgradation of sorting and mail processing has been done.
iii). A new network for parcels has been put in place. Semi-automated processing centres have also been setup to cater to the growing market needs.
iv). End to end tracking facility has been provided for accountable postal articles i.e. Speed post, Registered Post, Parcels.
v). Nodal mechanized delivery of parcels from identified delivery offices and hubs in metros, state capitals and important cities with the use of two and four wheelers has been implemented.
vi). Introduction of an effective performance management mechanism for mail operations through various Key Performance Indicators (KPIs) to monitor transit time, scanning of articles and delivery efficiency.
vii). Real time delivery updation of various postal products i.e. Speed Post, Registered Letters/Parcels and Money Orders through a mobile based delivery application known as Postman Mobile Application (PMA), has been introduced.
viii). SMS notifications of booking & delivery information for accountable mail to the customers have been started.
ix). Departmental Mail Motor Service (MMS) vehicles have been equipped with Geo Positioning System (GPS) for monitoring their movement on real time basis.
x). Introduction of online working at the mail processing hubs to enable real time exchange of data.
xi). Introduction of electronic clearance of street letter boxes to bring about electronic visibility in the clearance of letter boxes.
To meet the shortage of employees in the Department, recruitment process is continuously pursued with Staff Selection Commission, through Departmental Promotion Committees, Departmental examination and also by individual Postal Circles as per the provisions of the relevant Recruitment Rules.
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