Mail Classification and Standards

The cost of mailing varies with each classification.

First Class Mail

Postcards, letters large envelopes and small packages can be sent using First Class
Mail. This service is typically used for business and personal correspondence and
bills.

All outgoing mail received by the University Post Office will be designated as First
Class mail unless marked otherwise. Envelopes must be neatly stuffed; protruding
materials will jam the postage machine and cause a delay in processing outgoing mail.
Mail sent to the University Post Office with protruding materials will be sent back to
the proper department to be corrected.

Priority Mail
Priority mail is First Class mail weighing more than 13 ounces. Priority mail rates are
used when 2 to 3 day service is desired. The maximum weight is 70 lbs. and the
maximum size is 108" in length and girth combined.

Mail under 13 ounces can be mailed as Priority Mail, but there is an additional fee for
this service. Flat Rate envelopes and boxes are also available at no cost.

Standard Mail
The following items are examples of Standard Mail:

• Circulars
• Catalogs
• Booklets
• Newsletters
• Merchandise
• Photographs
• Packages or Parcels
• Merchandise

The standards for size and surcharge assessment for single piece Fourth Class matter
weighing one ounce or less is the same as for First Class.

Fourth Class (special standard mail or library rate)

The following items are examples of Fourth Class Mail:

• Sound Recordings
• Library Materials
 • Bound Printed Matter
• Printed Matter
• Product Samples

Each piece of Fourth Class matter must not exceed 70 lbs. in weight and a maximum
size of 108" in length and girth combined.

Standard A & B (Bulk Mail)

Departments planning to send mail using standard A or B bulk permit need to contact
Campus Printing at 82970

The zone of tolerance is usually defined as the range of customer perceptions of a

service between desired and minimum acceptable standards (Zeithaml, Berry, and
Parasuraman, 1993). In essence it is the range of service performance that a customer
considers satisfactory. Performance below the zone is seen as dissatisfying and
performance above the zone is seen as delighting.The importance of this zone of
tolerance is that customers may accept variation within a range of performance, and
any increase or decrease in performance within this area will only have a marginal
effect on perceptions. Only when performance moves outside this range will it have
any real effect on perceived service quality. If a customer's zone of tolerance is
narrow, then he or she may be highly sensitive to the service experience, with a
greater likelihood of dissatisfying or delighting outcomes. Conversely, if a customer
has a wide zone of tolerance, then he or she may be much less sensitive to the service
experience, thus increasing the likelihood of a satisfactory or acceptable outcome.The
width of the zone of tolerance may vary from customer to customer and from situation
to situation. There are three things that might affect the width of a customer's zone of
tolerance: (1) the customer's involvement with the service; (2) the importance of
individual quality factors (see quality characteristics); and (3) ... log in or subscribe to
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Our Vision
India Post shall be a socially committed, technology driven, professionally managed and forward
looking organization.

Our Mission

To provide high quality mail, parcel and related services in India and throughout the world; to be
recognized as an efficient and excellent organisation exceeding the expectations of the customers,
employees and the society; to perform the task by:

Total dedication to understanding and fulfilling customer's needs

Total devotion to provide efficient and reliable services, which customers consider to be value
for money.
Total commitment to provide challenging and rewarding career for every employee.
Total recognition of the responsibilities as a part of the social, industrial and commercial life of the
country
Total enthusiasm to be forward looking and innovative in all areas.

Quality Policy

India Post aims to provide high quality mail, parcel and related services in India and throughout the
world and to be recognized as an efficient and excellent organisation exceeding the expectations of the
customers, employees and the society; to perform the task by:

Total dedication to understand and fulfill customer's needs

Total devotion to providing efficient and reliable services as per well laid service quality
norms, which customers consider to be value for money.

Each outlet of Department of Posts would strive to serve the customers as per the quality norms.

Our Customers

All citizens of India and users of postal service all over the world.
Institutions like Banks, Educational Institutions, Medical and Health related institutions, religious
institutions 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.
Our suppliers of equipment and stationery.
Others.

Objectives of this Citizen’s Charter

This Citizen’s Charter is adopted at the Headquarters of the Department of Posts to serve as a guideline
charter for the post offices across the country for them to formalize and state our commitment towards
improvement of our services with a customer focus. It is framed on the basis of careful analysis of
customer feedback and suggestions received in structured surveys carried out by the Department during
June - December, 2006.

Our Services

The Department of Posts provides various services depending on customer requirements to extend the
benefit of its huge network in the area of Communication Services(Letters, Postcards etc.),
Transportation Services (Parcels, Logistics Post), Financial Services (Savings Bank, Money Order,
International Money Transfer Service, Public Private Partnership for extending financial service
outreach through the post office network, Postal Life Insurance) and Premium Value added Services
(like Speed Post, Business Post, Retail Post). We provide the communication, transportation and
Banking Services in all places in the country. We provide our premium services in identified locations
as per customer requirements and infrastructure availability.

Our Commitment to 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 our customers and respond to their enquiries and complaints promptly.

Service Specifications

Delivery norms for communication and transportation services.

MAIL DESTINATION DATE OF DELIVERY

Within city/town/district Within 2 days after day of posting
Inter-metro Within 2 days after day of posting
Within state Within 3 days after day of posting
Inter-State Capital Within 3 days after day of posting
Inter - State Within 3-5 days after day of posting

In case of hilly and remote areas longer time may be required as per specific local conditions and
availability of means of transmission of mail. In case of parcels and registered articles one extra day
may be required. We aim to deliver 90% of the mail within the norms subject to correct addressing and
other requirements being fulfilled by the customer.

Financial Services

Type Savings Activity Post office Time Frame

Saving Head post office Same day
Account Opening of account
Sub Post office Same day
Application given
Within 10
at P.O where
working days
Transfer of account account Stands
Application given Within 20
at transferee P.O. working days
Head Post Office Same day
Within 2
Closure/premature Sub Post office
working days
closure of account
Branch Post Within 7
Office working days
Settlement of With nomination Within 10
deceased claim case working days
 Without
nomination but Within 30
with proof of working days
succession
Issue of duplicate Within 7
passbook working days
Return of passbook
Within 10
(received for insert
working days
posting)
Certificates Head post office Same day
Sub Post Office Same day
Issue of certificate Extra
Departmental
Post Office
Application at
Within 10
Post Office of
working days
Transfer of KVP/NSC registration
Application at
Within 20 days
other Post Office
Issue of Duplicate Office of issue Within 15 days
Certificate
Issue of acceptance Within Other 1 month Within
Office when all
30 days
letter formalities are completed
Encashment of Office of issue Same day
Within 1 month when all formalities
Issue of IVP/KVP/NSC
Policy Bond Other Office Within 30
are completed
working days
Inter- Circle transfer of Within 15 days when all formalities
policies are completed
Settlement of claims on
Within 30 days when all formalities
maturity completed in all
are completed
respects
Settlement of claim on Within 3 months when all formalities
death with nomination are completed
Within 1 month when all formalities
Paid up value
are completed
Within 1 months when all formalities
Loan for policies
are completed
Insurance Services: Postal Life Insurance
Premium Services

Type Of Service Day Of Delivery

1-3 days depending upon distance/
Speed Post
destination
Express Post 2-4 days depending upon destination
e-Post 1 day between e-Post centres

Expectations from our customers

To enable us to provide our services in a smooth manner we request our customers to ensure the
following:-

To stand in a queue at the assigned counter for the service they avail.
To fill up requisite forms related to the service in legible handwriting or clear print before coming
to the counter.
To affix correct amount of postage on the articles they book or post.
To pack articles posted in the prescribed manner. The information regarding the way to pack and
protect the articles can be obtained from the Inquiry Counter or Customer Care Centres at the post
offices.
To ensure that contraband or prohibited goods are not sent.
For articles weighing more than 200 grams, the packing should be in such a way as to allow its
opening and security check before re-closing effectively.
To write and complete address on mail including House No., Name of Street, Locality, City,
District, PIN Code of both the addressee and the sender legibly.
To ensure that the size of the article strictly conforms to the laid down standards.
To provide telephone numbers of addressee in case of premium services.
To post letters early in the day so that it can be sent out on the same day.
To handover greeting cards during the peak season at the counter or in the appropriate letterbox
provided for the purpose.
To pre-sort the mails according to the delivery post office, town or district and prepare separate
bundles to ensure speedier transmission.
To use postbox or postbag facility at the delivery post office if a bulk recipient of mail.
To have mail box on the ground floor if residing in a multistoried building.
To inform about change in address.
In case of all financial transactions, insist on having a receipt before leaving the counter whether at
the time of opening a new account or handing over your passbook for interest posting.
In case transaction through agents, to check the authenticity of their agency.
To pay attention to your passbook by keeping it up-to-date.
To make nominations properly and promptly.
visit our websites for further details :-
Department’s website: www.indiapost.gov.in
Citizen’s Charters: www.indiapost.gov.in/CitizesCharter.html
 Online grievances: www.indiapost.gov.in

In case customers have any complaint in relation to our services:-

They can approach the post office concerned for a response thereto and if required give a complaint
in writing to the Postmaster for further enquiry and response through the concerned customer care
centres.
Approach the customer care centre whose details are available with the post office of their locality
directly by sending a letter by post with the details of their complaint.
Register the complaint online at the website: www.indiapost.gov.in
Write to the Sr. Superintendent of Post Offices/Superintendent of Post Offices if no reply is
received within a period of one month from the date of making a complaint.
Write to the Postmaster General/Chief Postmaster General of the Region/Circle if no reply is
received even after writing to the Divisional Head.
Write to the Deputy Director General (PG&QA), Dak Bhavan, Sansad Marg, New Delhi –110001
if no reply is received from field units.
In all cases, complaints are received and acknowledged on the same day by the post
office/customer care centre concerned.
In case the enquiry takes more than a month for conclusion, the customer would get an interim
reply from the customer care centre along with the expected time by which the final response can
be given to him/her.

Time norms for settlement of complaints

Acknowledgement of complaints submitted in

Same day
person
Within 1-7 days of receipt of the
Acknowledgement of complaint sent by post complaint depending on delivery
norms
Settlement of complaints of all kinds/ interim
Within one month of receipt of
reply with expected time for settlement of
complaint
complaint

Contact Details of Nodal Officer at Apex Level

Ms. Kalpana Tewari

Deputy Director General (PG & QA)
Department of Posts,
2nd Floor, Dak Bhawan
Parliament Street
New Delhi - 110001.
Tel : 23096094, 23036172
e-mail : kalpanat@indiapost.gov.in

Feedback

The above Citizen’ s Charter is proposed to be adopted by India Post. We would like to take your
views into account as customers of the organisation. You may send your inputs to the address/e-mail
ID mentioned above.