INGRAM | Integrated Grievance Redressal Mechanism

1. What are the guidelines for registering grievances in the postal department?

· For online lodging of complaints and status, consumers can visit on these links

https://www.indiapost.gov.in/VAS/Pages/complaintregistration.aspx

· Complaint can be registered at the Post Office where the transaction has taken place and take an acknowledgement from Post Office for the same. If the complaint is still not settled, the complainant may approach the Chief Postmaster General of the respective Circle of the State;

https://www.indiapost.gov.in/VAS/Pages/CustomerSupport/Guidelines-on-Complaints.aspx#B

2. What is the estimated time for the delivery of the post?

The estimated delivery standards (influenced by service availability, geographic location of the destination) for each service are defined in citizen charter:

https://www.indiapost.gov.in/VAS/DOP_PDFFiles/CitizenCharter2019.pdf

3. What is the compensation offered to the consumer in case of lost or delayed posts?

The compensation for delayed post are the speed post charges paid by the consumer and if the post is lost, stolen or totally damaged then the consumer is to be compensated. Please refer to the citizen charter.

4. Where should consumers approach in case of any problem relating to Speed Post-delivery or Speed Post tracking?

Consumers can send a letter or an email to the department, details are

https://www.indiapost.gov.in/VAS/Pages/CustomerSupport/SpeedPostComplaints.aspx

5. What is epost service?

ePost Office for anytime, anywhere transaction related to instant money order, electronic money order, PLI Premium and philately products. For more information please visit http://www.epostoffice.gov.in/

6. How can consumers register their grievances for India Post Payment Bank?

Consumers can visit nearest Branch Office or call on Toll Free No
155299 OR 1800-180-7980 or email at contact@ippbonline.in.

For Details please visit - https://www.ippbonline.com/web/ippb/complaints

7. What is the escalation matrix if consumer has not received any satisfactory response from the branch of the India Post Payment Bank?

If Consumer has not received satisfactory response from branch manager within 7 working days then he may approach circle nodal officer during office hours on working days. Nodal Officers details are available on:-

https://www.ippbonline.com/web/ippb/circle-nodal-officer

2. If complaint is not resolved as per satisfaction after escalation to circle nodal officer, within 9 working days Consumer may approach Principal Nodal officer during office hours on working days. Details are available on https://www.ippbonline.com/web/ippb/complaints

3. After 30 days of lodging the complaint if it is not resolved or not satisfied with the resolution provided by the bank consumer may approach banking ombudsman as per located branch office . Details are available on:- https://www.rbi.org.in/Scripts/AboutUsDisplay.aspx?pg=BankingOmbudsmen.htm

Online complaint can be lodged on:-

https://cms.rbi.org.in/cms/IndexPage.aspx?aspxerrorpath=/cms/cms/indexpage.aspx

8. What are the types of Policies are available under PLI schemes?

The types of Postal Life Insurance policies are:-

· Whole Life Assurance (SURAKSHA)

· Convertible Whole Life Assurance (SUVIDHA)

· Endowment Assurance (SANTOSH)

· Anticipated Endowment Assurance for 15 and 20 Years (SUMANGAL)

· Joint Life Endowment Assurance (YUGAL SURAKSHA)

· Children Policy (BAL JIWAN BIMA)

9. What is the minimum and maximum sum assured limit under PLI?

Reply: Minimum sum assured is ₹ 20,000 and maximum ₹ 50 lakhs for all plans except children policy. For Children Policy, maximum sum assured limit is 3 lakhs.

10. How can grievances can be registered for PLI schemes.

Consumers can send written complaint to the state wise designated officers and details are available on the following link.

www.postallifeinsurance.gov.in/innerpage/contact-us.php

Online grievances can also be registered on the following link http://ccc.cept.gov.in/complaintregistration.aspx