It has come to notice that some customers, residing far from their parent post office (e.g., Head Office), are seeking to update their mobile number, correction in name spelling, and KYC details through email communication.
Query Case:
A customer holding an account at X Head Office resides approximately 400 km away and is unable to physically attend the post office. He sent an email with Aadhaar, PAN, and phone details to the Divisional Office (DO), which was then forwarded to X HO for necessary updation.
Clarification:
1. Is Customer Presence Mandatory?
Yes, physical presence of the customer is mandatory for any KYC update or correction in account details. Email communication alone cannot be considered valid for verifying the genuineness of the customer.
2. Required Documents and Procedure:
As per existing guidelines:
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The customer must submit the revised Account Opening Form (AOF), KYC documents, and KYC Form in original, and that too in person.
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There is no provision in current rules to accept KYC or personal update documents through email.
3. Acceptable Alternative Procedure:
If the customer cannot visit the parent post office (e.g., X HO), the following steps should be followed:
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The customer may visit the nearest post office in their area.
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In presence of the Postmaster/Supervisor, the customer should submit original KYC documents for verification.
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After verifying documents with originals and the physical presence of the customer, the supervising officer will forward the verified documents to the parent office (X HO).
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Upon receiving the verified documents, the parent post office may proceed to update the customer’s details.
4. In Case of Email Received from DO:
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If the Divisional Office forwards a customer’s request through email, the Head Office may acknowledge the mail and retain a copy of the communication in office records.
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A formal written reply to DO should be sent stating:
“In accordance with your email dated [date], we have/ have not updated the details of the customer as per extant rules.”
This reply should also be sent through official email and filed properly.