Processing of mails category complaints registered in CRM and CPGRAMS portals-timelines for updating the disposals of bags/ consignments
Enhancing Efficiency in Mail Category Complaint Resolution: Timely Disposal of Consignments
In a digital era where efficient handling of postal services is paramount, the Ministry of Communications, Department of Posts, underscores the importance of prompt resolution of mail category complaints registered in the Customer Relationship Management (CRM) portal. The directive, issued to all Heads of Circles, emphasizes the need for timely updates on the disposals of bags/consignments to ensure swift and effective complaint resolution.
Streamlining Complaint Processing: Upon registration of mail category complaints in the CRM portal, an automatic search of the consignment is initiated, and complaints are transferred to the location (facility) where the last scan of the consignment/bag is available. Subsequently, manual stage-by-stage searches commence, with concerned offices updating the complete disposal status of the bags/consignments. This meticulous process continues until the consignments are either delivered or treated as lost, adhering to departmental guidelines.
Adherence to Timelines: Recognizing the urgency of addressing customer grievances, the Department has set a time limit of 30 days for the resolution of complaints, as stipulated by the Department of Administrative Reforms and Public Grievances (DARPG). To meet this deadline, it is imperative to update the disposal status of bags/consignments in both the CRM and CPGRAMS portals promptly.
Strict Compliance and Efficiency: Circles are urged to enforce strict adherence to the prescribed timeline of updating disposal details "latest by the next day of receipt" by all offices involved. Furthermore, it is essential to ensure that disposal details are comprehensive and accurate, facilitating smooth transitions to the next stage of resolution.
Efficient complaint resolution is not only a testament to the Department's commitment to customer satisfaction but also a reflection of its operational excellence. By embracing technology and implementing streamlined processes, the Department aims to enhance transparency, accountability, and responsiveness in its service delivery.
As the backbone of the nation's communication network, the Department of Posts plays a pivotal role in facilitating seamless connectivity and fostering trust among citizens. Timely resolution of mail category complaints reinforces this commitment, ensuring that postal services remain reliable and resilient in meeting the evolving needs of the public.
In conclusion, the directive serves as a reminder of the Department's unwavering dedication to providing efficient and customer-centric services. By prioritizing the timely disposal of mail category complaints, the Department continues to uphold its legacy of excellence while embracing innovation and modernization in the digital age.
