THE MINISTER OF STATE (IC) OF THE MINISTRY OF COMMUNICATIONS &
MINISTER OF STATE IN THE MINISTRY OF RAILWAYS
(SHRI MANOJ SINHA)
(a) and (b) The number of complaints regarding loss of articles and delay in delivery sent by post in the country has shown an increase when considered over the last three years. However, between the years 2016-17 and 2017-18, there was a decline in the number of such complaints.
The details of such complaints i.e. loss of articles and delay in delivery received during each of the last three years and the current year, State/UT-wise is as per Annexures- I & II.
The increase in the complaints on loss of articles and delay in their delivery is due to the rise in the awareness among the customers as the Department has made the grievance redressal system robust by reaching out to them by taking the following measures :
(i) Providing the facility of lodging grievances through their phones by rolling out India Post Call Centre.
(ii) Introducing trackability of complaints on the mobile App of the Department, i.e., Postinfo App. Till date this App has been downloaded by 1.9 million users.
(iii) Facilitating lodging of grievances from their desktops using Social Media i.e. Twitter(@indiapostoffice) and Facebook.
(iv) Facilitating online lodging of grievances on CPGRAMS( Centralized Public Grievance Redress & Monitoring System).
(c) The policy of the Department of Posts to compensate losses to the customers on account of lost articles is as follows for different categories of articles :
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Product Compensation Policy
Speed Post In the event of the loss of inland Speed Post article or loss of its contents or damage to the contents, compensation shall be double the amount of Speed Post charges paid or one thousand rupees, whichever is less.
Express Parcel In case of the loss or damage of the Express Parcel or contents thereof, the compensation payable shall be restricted to one thousand rupees or the actual value of the parcel or the content lost, which ever is less.
Business Parcel In case of the loss or damage of the Business Parcel or contents thereof, the compensation payable shall be restricted to five hundred rupees or the actual value of the parcel or the content lost, which ever is less.
Registered articles Compensation upto a limit of Rs 100/- for loss of articles as an act of grace and not in consequence of any legal liability.
Insured articles Compensation not exceeding the amount for which the article has been insured.
International Registered articles For loss/total theft/total damage of International Registered article – 30 SDR( at prevailing rates) shall be payable.
International EMS Merchandise Sum of postage paid and declared value of the content subject to upper ceiling of 30 SDR (at prevailing rates) per item shall be payable.
International EMS Document Postage paid subject to upper ceiling of 30 SDR (at prevailing rates) per item shall be payable.
International Air Parcels For loss/total theft/ total damage – Up to 40 SDR (at prevailing rates) per parcel and 4.50 SDR(at prevailing rates) per Kg shall be payable.
International tracked Packet Service The Compensation payable shall be restricted to Rs 1,000/- or the actual value of the contents damaged or lost, whichever is less.
Unregistered Articles No Compensation will be payable.
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(d) and (e) Yes Madam, the Government has conducted training programmes to improve behaviour and working skill of the staff of Post Offices in the country. The details are at Annexure III.
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