Source: News Bharati English12 Sep 2016 16:31:01
New Delhi September 12 : Ministry of Communications today launched India Post Help Centre and a Toll Free Number 1924 to address the grievances of people in the Country related to Department of Posts. Minister of Communications, Manoj Sinha at the inauguration of Help Centre said that the move comes in the wake of Prime Minister Narendra Modi’s PRAGATI (Pro-Active Governance and Timely Implementation) review meetings.
The Help Centre has been launched in three languages -Hindi, English and Malayalam and gradually all regional languages will be included which are mentioned in the Schedule of the Indian Constitution. The Help Centre will be functioning from 8 A.M to 8 P.M on all working days except holidays. Soon in every circle a nodal officer will be appointed to bring efficiency in redressal mechanism. The Minister stressed that except in the case of policy decisions, all complaints related to postal services will be addressed within 24 Hours.Sinha recalled that last month he had launched “Twitter Sewa” for addressing the complaints and concerns of common man and other stake-holders in the telecom and postal sectors, where on an average 100 complaints are received daily related to postal services. He said, the Department of Posts is one of the 8th largest Department/Ministry in terms of numbers of complaints received. A toll free helpline number ‘1924’ would be available for customers from all over India from landline/mobile phone of service providers namely AirTel, Idea, Vodafone, Telenor, Aircel, MTS, Reliance etc.
The complaints would be registered in Computerized Customer Centre Portal by the operators at the Dak Bhawan and the 11 digits ticket number would be provided to the complainants. If the complaint is already registered, the complainant would be informed the status as viewed in CCC Portal. 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.
A Control Room will be monitoring complaints. The Nodal Officer in each Circle will open the CCC Portal every day and check all the complaints. The case disposal time is one working day subject to policy matters. The Circle will update the status of each such cases every 24 hrs through email on [email protected] The name of Officers with email address and mobile number in each Circle who will be Nodal Officer, should be sent on email [email protected] .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 Office of Secretary (Posts). The Circles would provide utmost priority and quick disposal of the complaints received through Toll Free Centre. All the Circles would propagate and give wide publicity of “Toll Free Number 1924” within their jurisdiction through appropriate medium within budget.