Complaints regarding delay in delivery or any other service failure in respect of postal articles including speed post letters, money orders and registered posts are received from time to time. A statement of complaints received, settled and settlement percentage with respect to speed post letters, money orders and registered post for the last three years, i.e., for 2009-10, 2010-11 and 2011-12 is given in Annexure- I, Annexure-II and Annexure- III.
The volume as well as revenue of Speed Post has continuously increased over the years. The figures for the last four financial years are as follows:
Speed Post | 2008-09 | 2009-10 | 2010-11 | 2011-12 |
Volume (in Crore) | 21.14 | 24.08 | 27.45 | 39.19 |
Revenue (Rs. in Crore) | 515 | 614 | 749 | 900 |
In general, mails do not remain unsorted in Regional Sorting Centres except for exceptional situations like natural calamities or civil disturbances.
The Department carries out establishment reviews of Post Offices and Sorting Centres periodically as per set norms and timelines to provide justified staff for delivery and sorting. Shortages in manpower requirement are met by redeployment or by engaging outsourced workforce or through overtime till regular recruitment is done.
For faster processing of mails in sorting centres, Automated Mail Processing Centres have been set up at four metropolitan cities. To improve delivery services some measures that have been taken in the recent past include rationalization of country’s entire mail network, introduction of mechanized delivery and training to delivery staff to improve their performance.
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Annexure-I
CIRCLE WISE COMPLAINTS REGARDING SPEED POST LETTERS RECEIVED AND SETTLED FOR THE YEARS 2009-10, 2010-11 AND 2011-12
Sl. No. | Name of the Circle | 2009-10 | 2010-11 | 2011-12 | |||
Total Complaints | Complaints Settled | Total Complaints | Complaints Settled | Total Complaints | Complaints Settled | ||
1 | Assam | 7006 | 6710 | 3867 | 3739 | 2391 | 2383 |
2 | A.P | 3440 | 3381 | 3564 | 3504 | 4073 | 3937 |
3 | Bihar | 3781 | 3012 | 3987 | 3860 | 2366 | 2317 |
4 | Chhattisgarh | 1939 | 1900 | 2062 | 2017 | 1878 | 1843 |
5 | Delhi | 30244 | 30175 | 31747 | 30847 | 37201 | 36190 |
6 | Gujarat | 5133 | 5021 | 6198 | 6082 | 11567 | 11478 |
7 | Haryana | 4208 | 4112 | 5740 | 5628 | 4816 | 4726 |
8 | HP | 2036 | 1942 | 3062 | 3004 | 1847 | 1797 |
9 | J&K | 1575 | 1330 | 1788 | 1607 | 1667 | 1657 |
10 | Jharkhand | 571 | 523 | 631 | 615 | 1166 | 1106 |
11 | Karnataka | 18789 | 17737 | 19296 | 18946 | 11644 | 11378 |
12 | Kerala | 3604 | 3316 | 2703 | 2584 | 2582 | 2454 |
13 | MP | 6097 | 5783 | 6674 | 6462 | 5840 | 5638 |
14 | Maharashtra* | 16315 | 15653 | 30461 | 29853 | 26726 | 25928 |
15 | NE** | 1417 | 1301 | 1279 | 1252 | 3258 | 3000 |
16 | Orissa | 1860 | 1814 | 2376 | 2317 | 2393 | 2167 |
17 | Punjab | 10153 | 9841 | 6730 | 6562 | 4463 | 4353 |
18 | Rajasthan | 5568 | 5378 | 5161 | 5038 | 4095 | 3948 |
19 | Tamil Nadu | 24831 | 24472 | 25738 | 25477 | 26063 | 25415 |
20 | UP | 13568 | 12967 | 15151 | 14887 | 14868 | 14374 |
21 | Uttarakhand | 2549 | 2387 | 2378 | 2290 | 2074 | 2003 |
22. | West Bengal*** | 9035 | 8616 | 11131 | 10856 | 9838 | 9475 |
Total | 173719 | 167371 | 191724 | 187427 | 182816 | 177567 | |
Total settlement figures for Speed Post complaints are 96.35 %, 97.76 % , 97.13 % for the years 2009-10, 2010-11 and 2011-12 respectively.
* Maharashtra Postal Circle includes states of Maharashtra and Goa.
** North-Eastern Postal Circle includes all North-Eastern States except Assam and Sikkim.
*** West Bengal Postal Circle includes states of West Bengal and Sikkim.
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Annexure-II
CIRCLE WISE COMPLAINTS REGARDING MONEY ORDERS RECEIVED AND SETTLED FOR THE YEARS 2009-10, 2010-11 AND 2011-12
Sl. No. | Name of the Circle | 2009-10 | 2010-11 | 2011-12 | |||
Total Complaints | Complaints Settled | Total Complaints | Complaints Settled | Total Complaints | Complaints Settled | ||
1 | Assam | 4015 | 3955 | 1215 | 1169 | 870 | 829 |
2 | A.P | 12050 | 11844 | 7407 | 7310 | 4860 | 4753 |
3 | Bihar | 29787 | 28018 | 22152 | 21579 | 13319 | 12971 |
4 | Chhattisgarh | 1937 | 1880 | 1190 | 1172 | 1020 | 945 |
5 | Delhi | 17839 | 16987 | 10055 | 9555 | 8092 | 7943 |
6 | Gujarat | 11026 | 10726 | 7075 | 6911 | 6753 | 6544 |
7 | Haryana | 5530 | 5388 | 5276 | 5167 | 4943 | 4848 |
8 | HP | 2139 | 2057 | 1521 | 1497 | 1043 | 1007 |
9 | J&K | 1766 | 1679 | 821 | 813 | 630 | 620 |
10 | Jharkhand | 2065 | 1930 | 1491 | 1443 | 903 | 865 |
11 | Karnataka | 18911 | 18613 | 12992 | 12867 | 5709 | 5614 |
12 | Kerala | 6465 | 6195 | 4105 | 3823 | 5840 | 5626 |
13 | MP | 8880 | 8880 | 8541 | 8416 | 4590 | 4495 |
14 | Maharashtra* | 28757 | 27996 | 21624 | 21099 | 19391 | 18774 |
15 | NE** | 1203 | 1172 | 588 | 581 | 410 | 370 |
16 | Orissa | 3077 | 2966 | 2540 | 2495 | 2020 | 1953 |
17 | Punjab | 8734 | 8402 | 6410 | 6242 | 3850 | 3704 |
18 | Rajasthan | 4030 | 3923 | 2906 | 2843 | 2072 | 2025 |
19 | Tamil Nadu | 27073 | 26500 | 19257 | 18967 | 12127 | 11836 |
20 | UP | 18126 | 17459 | 16080 | 15614 | 16128 | 15641 |
21 | Uttarakhand | 3120 | 2965 | 2091 | 2000 | 1653 | 1554 |
22. | West Bengal*** | 20596 | 19611 | 48542 | 47574 | 48459 | 47649 |
Total | 237126 | 229146 | 203879 | 199137 | 164682 | 160566 | |
Total settlement figures for Money Order complaints are 96.63 %, 97.67 % , 97.50 % for the years 2009-10, 2010-11 and 2011-12 respectively.
* Maharashtra Postal Circle includes states of Maharashtra and Goa.
** North-Eastern Postal Circle includes all North-Eastern States except Assam and Sikkim.
*** West Bengal Postal Circle includes states of West Bengal and Sikkim.
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Annexure-III
CIRCLE WISE COMPLAINTS REGARDING REGISTERED LETTERS RECEIVED AND SETTLED FOR THE YEARS 2009-10, 2010-11 AND 2011-12
Sl. No. | Name of the Circle | 2009-10 | 2010-11 | 2011-12 | |||
Total Complaints | Complaints Settled | Total Complaints | Complaints Settled | Total Complaints | Complaints Settled | ||
1 | Assam | 5114 | 4911 | 3981 | 3893 | 4459 | 4327 |
2 | A.P | 19652 | 19366 | 20971 | 20705 | 22316 | 21821 |
3 | Bihar | 3676 | 3051 | 5143 | 4808 | 2506 | 2368 |
4 | Chhattisgarh | 2168 | 2095 | 2136 | 2085 | 2277 | 2229 |
5 | Delhi | 13336 | 12845 | 12151 | 11873 | 15495 | 15195 |
6 | Gujarat | 22636 | 22286 | 20001 | 19792 | 22099 | 21596 |
7 | Haryana | 3460 | 3374 | 3341 | 3302 | 3319 | 3227 |
8 | HP | 2339 | 2260 | 3273 | 3231 | 3513 | 3460 |
9 | J&K | 1518 | 1423 | 1358 | 1358 | 1181 | 1061 |
10 | Jharkhand | 742 | 679 | 750 | 727 | 893 | 850 |
11 | Karnataka | 24605 | 23824 | 24668 | 24295 | 21986 | 21487 |
12 | Kerala | 9679 | 9275 | 8684 | 8559 | 8560 | 8420 |
13 | MP | 12381 | 11984 | 13071 | 12678 | 17785 | 17238 |
14 | Maharashtra* | 50983 | 49264 | 48883 | 47870 | 51479 | 50128 |
15 | NE** | 1176 | 1129 | 977 | 929 | 1138 | 1088 |
16 | Orissa | 4482 | 4395 | 4522 | 4437 | 5631 | 5438 |
17 | Punjab | 4989 | 4794 | 5464 | 5180 | 5601 | 5410 |
18 | Rajasthan | 9558 | 9396 | 9794 | 9655 | 10678 | 10477 |
19 | Tamil Nadu | 51706 | 50451 | 52250 | 51589 | 50004 | 48870 |
20 | UP | 12637 | 12065 | 14288 | 13601 | 192282 | 17948 |
21 | Uttarakhand | 2054 | 1968 | 2110 | 2058 | 2041 | 1969 |
22. | West Bengal*** | 17934 | 17069 | 12739 | 12294 | 14731 | 14137 |
Total | 276825 | 267904 | 270555 | 264919 | 286974 | 278744 | |
Total settlement figures for Registered letter complaints are 96.77 %, 97.91 % , 97.13 % for the years 2009-10, 2010-11 and 2011-12 respectively.
* Maharashtra Postal Circle includes states of Maharashtra and Goa.
** North-Eastern Postal Circle includes all North-Eastern states except Assam and Sikkim.
*** West Bengal Postal Circle includes states of West Bengal and Sikkim.
This was stated by Shri Sachin Pilot, the Minister of State in the Ministry of Communication and Information Technology in response to a written question in Lok Sabhatoday.
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