Hello, everyone. Today, I want to take you through a critical aspect of how India Post handles grievances, specifically around issues of delay and loss of packages. It’s no secret that with the sheer volume of parcels we manage daily, some issues arise that need our immediate attention, especially when packages get delayed or, worse, lost. This article sheds light on how we’re addressing these issues within the framework of our Citizens’ Charter and existing postal regulations.
Understanding the Problem
When complaints pile up in our India Post Call Centers, on Twitter, or through our Computerized Customer Care Centers (CCCC), it’s usually because of one big reason: unclear responsibility. As packages transit between various divisions and circles, responsibility sometimes falls through the cracks, leading to delays in resolving complaints. No one wants this—least of all the customers waiting on their parcels.
After an in-depth review of pending complaints at the Directorate, one thing became crystal clear: We need to separate the process of closing complaints from assigning accountability. In other words, just because we’re fixing the immediate problem for the customer doesn’t mean we can’t still address internal accountability.
Here’s How We’re Doing It
To make things right, we’ve clarified that Circles should address complaints as soon as it’s confirmed that the parcel has either not reached its destination or has been delayed beyond what’s reasonable. By directly informing the complainant of the delay or loss, we can close the grievance on their end. Plus, in cases of loss, compensation will be provided according to our rules.
This approach allows us to serve customers quickly and transparently, while on the administrative end, we’re taking the necessary follow-up steps to ensure similar issues don’t arise again.
Accountability and Follow-up: The Road Ahead
Now, about responsibility: we’re not letting it slide. Just because we’re handling customer complaints separately doesn’t mean we aren’t following up internally. Every administrative aspect of these cases—tracking down the responsible division, recovering any potential losses, and even taking disciplinary action if needed—will proceed according to established procedures. This ensures our teams learn from these incidents and work towards a more seamless postal experience for all.
We are committed to improving our process and, most importantly, maintaining transparency and trust. This directive has the full support and approval of the competent authority. Thank you for your continued trust in India Post as we work to improve how we handle your grievances.
