Press Information Bureau
Government of India
Ministry of Communications & Information Technology
Government of India
Ministry of Communications & Information Technology
12-September-2016
Manoj Sinha launches India
Post Help Centre and a Toll Free Number 1924
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. Inaugurating the Help Centre here, Minister of
Communications, Shri Manoj Sinha said that the move comes in the wake of Prime
Minister Shri Narendra Modi’s PRAGATI (Pro-Active
Governance And Timely Implementation) review meetings, where he exhorts the
Union Ministers to actively address the grievances of the common man by setting
up and strengthening Public Redressal Grievances Mechanism.
Shri Sinha said that 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.
He said, the Help Centre will be functioning from 8 A.M to 8 P.M on all
working days except holidays. Shri Sinha said that 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. Shri
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, Vodaphone, Telenor, Aircel, MTS,
Reliance etc.
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 ticket number would be provided to the
complainants. If the complaint 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.
All the Postal Circles will have a Control Room for monitoring and redressal of
complaints. 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. The Circle Heads would direct
to all the Post Offices concerned to ensure that they log in CCC Portal at the
beginning of day and at the end of the day compulsorily.
The case disposal time is one working day subject to policy matters. The
complainant would be informed, if it involves policy matter. A reasonable reply
should be uploaded in the CCC Portal. The Circle will update the status of each such cases every 24 hrs. through email on adgpg@indiapost.gov.in. The name of Officers with email address and mobile number in
each Circle who will be Nodal Officer, should be sent on email adgpg@indiapost.gov.in .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 budgetary limit.
