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Thursday, July 22, 2010

OPTIMAL UTILISATION OF WEB BASED CUSTOMER GRIEVANCE HANDLING SYSTEM

To,
All the PMs, SPMs under Darrang Division.

Directorate, New Delhi DO letter No.3-10/2010-PG, dated 18-06-2010 forwarded vide CO's letter No.CPT/Customer-Care/96-Pt-IV, dated 01-07-2010 on the above subject, is reproduced below for your information, guidance, compliance and bring to the notice of all concerned.

     The optimal utilisation of Web Based Customer Grievance Handling System has been emphasized from time to time. The monitoriing of functioning of system does not reveal a visible progress. A large number of complaints are still beinig processed through traditional mode entailing delay. Prgress even on first step of system which involves entering information of complaints in the Computerized Customer Care System is tardy. This is mainly due to the laidback approach adopted by the Post offices and Divisional Offices in monitoring the CCC system on daily basis. It may be seen that implementing "Sevottam" complaint Public Grievance handling system is one of the core requirements on which the performance of this Department would be judged by the Government during this year and the same has been added in the 'Result Oriented Framework' (RFD) of the Department for the current year. Therefore, any sluggishness in this area of work may not be good.

2.  Analysis of functioning of Web Based Grievance Redressal Mechanism through CCCs in "Project Arrow" Post Offices has been monitored for the period from 16-04-10 to 30-04-10. It revealed that a total of 55.87% Inward complaints and 50.51% Outward complaints could only be settled within 30 days. The performance is much below the stipulated standards fixed for settlement of complaiints.

3.  A dangerous trend of closing website complaint at CCC without any effective astion has been observed in many cases. As the complainant himself can view the position of his case, such actions would not only being disrepute to the Department but also hamper the faith of customers in the system. Some of these cases are reported to the concerned circle by this Division for corrective action., The web based system must be used to its fullest extent as  an effective tool for faster redressal of grievances.

4.  It is most essential that all complaints received in the Computerized Customer Care Centres including the ones under Project Arrow are enterred in the Computerized Customer Care system, acknowledgement is given to the complainant and a daily monitoring is done at all levels for prompt settlement of complaints. Monitoring may be done in Divisions, Regions and Circle office by a senior officer. Utmost efforts are required to be made in settlement of grievances of customers in the stipulated standard of 30 days, reasons of complaints are to be detected, attacked and removed and a culture of excellent customer service needs to be created for better buisness
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