Issues faced by the member of public due to restricted functioning of post Offices - reg.

Subject: Issues faced by the member of public due to restricted functioning of post Offices - reg.  

During the review of th~ mail operations, it has come to notice that n~mber of issues are being faced by the members of public due to restricted funct1omng of  Post Offices or other issues, caused by the various restrictions imposed by the  authorities to curb the prevalence of Covid-19.  

2. Major issues faced by the member of public are regarding delay in delivery of articles especially international inbound/outbound parcels, non-display of information  concerning restricted functioning of Post offices, rion-updation of article/bag status in  the track & trace system and no response to the grievances of customers received  through e-mail.  

3. In order to avoid any inconvenience to the member of public, circles are requested to ensure the followings:  

      i. A notice may be displayed on the front door of the Post office indicating the restricted functioning of the Post offices due to Covid-19.  

   ii. The Counter PA while booking an international article must inform the customers at the time of booking that due to limited/restricted international flight operations owing to pandemic, delivery of the article at the destination  may be delayed,  

      iii. Delivery POs should keep the article in deposit after recording proper remarks in the DPMS, if the delivery of the article is not possible due to lockdown in the  area. Besides, transit mail offices must ensure the scanning of all bags so that  the status of the bag movement is visible to the customer.  

       iv. Grievances received from the customers through e-mail or other channels should be acknowledged without any delay. An interim reply may also be sent  to the customer that the grievance is being looked into and Department will  revert back with details. Besides, every effort should be made to settle the  grievance at the earliest.  

    v. Priority may be given· to accountable domestic & international articles i.e. Speed Post, EMS, Registered articles, eMO, etc. during processing & delivery.

4. Circles are therefore requested to issue necessary instructions to all concerned so that the problems faced by the customers are addressed in a proper manner.