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CITIZEN CHARTER

CITIZEN CHARTER. An Introduction. What is Citizen 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 CHARTER

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  1. CITIZEN CHARTER An Introduction

  2. What is Citizen 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 • Citizen charter is available in Indiapost website

  3. 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

  4. Components of Citizen Charter • Vision and Mission Statement of the Organisation • Details of Business transacted by the Organisation • Details of ‘Customers’ or ‘Clients’ • Statement of services including standards, quality, time frame etc. provided to Customer/ Client and how/where to get the services • Details of Grievance Redressal Mechanism and how to access it • Expectations from the service recipients

  5. CITIZEN CHARTER • Most of the Govt departments have their citizen charters • http://www.goicharters.nic.in – Through this site of Dept of Administrative Reforms & Public grievances, one can access citizen charter of all other departments

  6. Let us discuss about our Citizen Charter

  7. How to access? • Open our website– www.indiapost.gov.in

  8. Purpose of our Citizen Charter • To describe the products and services, customers of these services, delivery standards and the complaint mechanism • To Inform the facilities available to the customers and what the customer can expect from Department • Meant to serve as a guide to the post offices and all those responsible for implementing the charter and improving the quality of service to the customers. • The citizen charter will be reviewed once in a year

  9. 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

  10. Our Citizen Charter Explains …. • Our services • Service Standards of services provided by the Department of Posts • Grievance Redress Mechanism (GRM) in the Department of Posts

  11. Service Standards • To view the service standards click here • CitizensCharter.pdf

  12. Complaint Settlement Mechanism • Customers can register complaints Online at www.indiapost.gov.in  or at  www.pgportal.gov.in By hand or by Post at: any of the 11,103 Sevottam Compliant Customer Care Centers in the country • Post Office where transaction took place • Office of Senior Superintendent/ Superintendent of Post Offices

  13. At any Post Office • For Value Payable articles complaints are to be lodged at the office of booking. • Complaints for PLI /RPLI can be handed or posted to the Deputy Divisional Manager (PLI/RPLI) stationed at each Circle Office headquarters and Development Officer (PLI).

  14. 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.

  15. VARIOUS LEVELS OF CONSUMER FORUMS: • There is three-tier system of consumer forum.

  16. Thank you

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