Delivery of Articles of bulk complainants – DOP Instructions
Instructions regarding delivery of articles of bulk complainants File no. 12-01/2021-PG Dated 29th June 2021
File No. 12-01/2021-PG
Government of India
Ministry of Communication
Department of Posts
Dated 29th June,2021
All Chief Postmasters General
Subject:- Instructions regarding delivery of articles of bulk complainants-reg.
- This is regarding bulk complainants received on various platforms (viz. CPGRAMS, Social Media and CRM).
- It is seen that the following customers are the top five complainants who have made bulk complaints on different platforms (viz. CPGRAMS, Social Media and CRM) in 2020 and 2021:-
|Platform||Name of Complainant||Article Booking Circle||Article type||No. of Complaints|
|CPGRAMS||Sh. Unnikrishan G||Tamilnadu||Speed post||7774|
|Sh. Ramakrishnan R||Tamilnadu||Regd. Parcel||4971|
|Sh. Satyajit Sankhari||West Bengal||Speed Post||1007|
|Sh. Arshdeep Singh veer||Punjab||VP||750|
|Ms. Suman D||Telangana||SP COD||644|
|Social Media||Taqat Ayurveda||Gujarat||Regd. Parcel||2601|
|Ankush Ayurveda||Gujarat||Regd. Parcel||2400|
|Diya Dhanvantri pharma||UP||Regd. Parcel||915|
|CRM||M/S Naaptol||UP,Karnataka, Delhi, MP and Kerala||SPCOD||34488|
|Modish Tractor Pvt. Ltd.||Rajasthan||COD||4820|
|Monzadev Pvt. Ltd. Commerce||Haryana||SP||2804|
|Decathaion Sports||Haryana||Exp. Parcel||639|
3. The grounds of the grievances of the bulk complainants are delay, Non-Delivery, Improper Remarks on returned articles, Gap in track of their articles and COD issues. In wake of such Complaints, I am Directed to request all circles to put in place mechanism for monitoring prompt delivery, passing appropriate remarks on returned articles, scanning of bags and parcels of the desiganted points.
4. Article booking circles are requested to have a formal system of monitoring and liasion with the bulk customers, especially the ones mentioned in para(2) of this letter , through PRI(P) concerned or an identified official. This system will facilitate in redressing the concerns of the bulk customers through a personal touch and make a grievance redressal mechanism more responsive. Further, I am directed to request the circles to take up pending cases beyond 30 days on CPGRAMS suo motu in Dak Adalat as stated in PG Division’s Letter number 12-01/2021-PG dated 09.02.2021 and 18.03.2021.