1.
The
toll free helpline number ‘1924’ would be available for customers from all over
India from landline/mobile phone of any service providers.
16. All the Circles
would propagate and give wide publicity of “Toll Free Number 1924” within their
jurisdiction through appropriate medium within budgetary limit after
inauguration of India Post Help Centre by Hon’ble Minister of
Communications
2.
The
name of centre would be “India Post Help Centre” and it would be located in Dak
Bhawan, New Delhi.
3.
The
toll free helpline service would be available on all days from 8:00 A.M. to
8:00 P.M. (excluding declared holidays & Sundays).
4.
The
complaints received from the complainant on toll free number ‘1924’ would be
registered in Computerized Customer Centre (CCC) Portal by the operators at the
Dak Bhawan and the 11 digits number would be provided to the complainants.
5.
If
the complaint already registered, the complainant would be informed the status
as viewed in CCC Portal.
6.
As
soon as the complaint is generated on CCC Portal, the concerned post office
will take immediate necessary action to resolve it and would upload the status.
7.
All
the Postal Circles would establish a Control Room and depute suitable competent
or Senior Officers/Team of Officers for monitoring and redressal of complaints.
8.
The
Nodal Officer in each Circle will open the CCC Portal every day and check all
the complaints beginning with “100030 - …… the Toll Free Complaints” and will
examine for quick disposal.
9.
The
Circle Heads would direct to all the Post Offices to ensure that they log in
CCC Portal at the beginning of day and at the end of the day compulsorily.
10.
The
case disposal time is one working day subject to policy matters. The
complainant would be informed, if it involves policy matter.
11. The reasonable reply should be
uploaded in the CCC Portal.
12. Circle will
update the status of each such cases every 24 hrs. through email
onadgpg@indiapost.gov.in.
13. The name of
Officers with email address and mobile number in each Circle who will be Nodal
Officer, should be sent on emailadgpg@indiapost.gov.in
14. CPMG should
review the ‘1924’ pending cases every day and in case of pendency going beyond
24 hours would give full details and convey his/her observation to PG Cell of
Directorate which will provide weekly report to the Secretary (Posts).
15. Circles would
provide utmost priority and quick disposal of the complaints received through
Toll Free Centre.
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