1. The toll free helpline number ‘1924’ would be available for
customers from all over India from landline/mobile phone of any service
providers.
2. The name of centre would be “India Post Help Centre” and it would be located in Dak Bhawan, New Delhi.
3. The toll free helpline service would be available on all days
from 8:00 A.M. to 8:00 P.M. (excluding declared holidays &
Sundays).
4. The complaints received from the complainant on toll free number
‘1924’ would be registered in Computerized Customer Centre (CCC) Portal
by the operators at the Dak Bhawan and the 11 digits number would be
provided to the complainants.
5. If the complaint already registered, the complainant would be informed the status as viewed in CCC Portal.
6. 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.
7. All the Postal Circles would establish a Control Room and depute
suitable competent or Senior Officers/Team of Officers for monitoring
and redressal of complaints.
8. The Nodal Officer in each Circle will open the CCC Portal every
day and check all the complaints beginning with “100030 - …… the Toll
Free Complaints” and will examine for quick disposal.
9. The Circle Heads would direct to all the Post Offices to ensure
that they log in CCC Portal at the beginning of day and at the end of
the day compulsorily.
10. The case disposal time is one working day subject to policy matters.
The complainant would be informed, if it involves policy matter.
11. The reasonable reply should be uploaded in the CCC Portal.
12. Circle will update the status of each such cases every 24 hrs. through email onadgpg@indiapost.gov.in.
13. The name of Officers with email address and mobile number in each
Circle who will be Nodal Officer, should be sent on
emailadgpg@indiapost.gov.in
14. 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 Secretary (Posts).
15. Circles would provide utmost priority and quick disposal of the complaints received through Toll Free Centre.
16. All the Circles would propagate and give wide publicity of “Toll
Free Number 1924” within their jurisdiction through appropriate medium
within budgetary limit after inauguration of India Post Help Centre by
Hon’ble Minister of Communications.
