Standard Operating Procedure (SOP) for Payment of Compensation in Case of International Mail

Key Points:

• The OM introduces a revised SOP for compensation claims of international articles (Registered, Parcels, EMS, ITPS), replacing prior guidelines.
• Aims to standardize processes, delegate financial powers to FPO heads, and ensure UPU compliance.
• Strict adherence to the attached SOP is mandated for all Circles and Offices of Exchange (OEs).
• Approved by the Competent Authority and circulated to relevant stakeholders, including ministry officials and postal training centers.

Procedure for Settlement of Claims (Outbound Mails):

Modes of Complaint:

• Online via India Post Complaint Portal.
• Physical application to Customer Care Centre (CCC), booking office, or email.
• DNK Portal (post-technical development).

Timelines:

• Registered/Insured/ITPS/Parcel: Within 6 months of booking.
• EMS: Within 4 months of booking.

Action at Foreign Post Office (FPO):

Article Not Received by Destination OE:

• Inquiry with airlines (30 days for electronic inquiries; 2 months otherwise).
• Compensation paid at airline’s cost if no proof of delivery (POD) within 28 days.

Article Received but Not Delivered:

• UPU’s two-level query system (L1Q/L2Q) for investigation.
• Compensation processed if undelivered and tracking confirms non-delivery.

Compensation Scenarios:

• Loss/Damage at Destination: Authorization code required from destination DO (except ITPS).
• Bilateral Agreements (e.g., USA/UK): Compensation processed upon confirmation of loss/damage.
• ITPS Articles: Compensation sanctioned after 30 days (excluding customs time) without awaiting destination DO response.

Exceptions (No Compensation):

• Loss of bulk M Bags, force majeure, customs seizures, fraudulent claims, or sender negligence.
• Prohibited items or items destroyed by authorities.

Financial Powers:

• PS-Group B/JTS/STS Officers: Full powers to sanction claims.
• Lower-Rank Officers: Claims forwarded to Divisional Head/Regional Director.

Documentation Required:

• Claim form, booking proof, sender’s ID, invoice (for commercial items).

Timelines for Settlement:

• Outbound Claims: 2 months (1 month for inquiry).
• ITPS Claims: 7 working days.

GL Codes for Compensation:

Registered: 1101270107

Parcel: 1101260104

EMS: 1101250102

ITPS: 1101280101

Inbound Mails Procedure:

• Complaints via email, CN-08, I-Care, or GCSS.
• Authorization code format: XXX-YY-A-000 (e.g., DEL-25-A-001 for Delhi FPO in 2025).

Monthly Reporting:

OEs to submit statements to DAA Section (Excel format) with details of compensations issued/received and airline recoveries.

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No. CF-71/29/2021-CF-DOP

Government of India

Ministry of Communications

Department of Posts

(IR & GB Division)

Dak Bhavan, Sansad Marg

New Delhi- 110001

Dated: 04.03.2025

OFFICE MEMORANDUM

Subject: Revised compensation procedure for International articles.

In continuation to the OM No. CF-71/29/2021-CF-DOP dated 27.04.2022 issued regarding the revision of compensation amount for international articles (Registered, Parcels, EMS and ITPS), a detailed Standard Operating Procedure (SOP) is attached for the timely settlement of compensation claims. These comprehensive guidelines shall supersede all the previous instructions regarding the procedure for settling compensation claims.

It was observed that each Circle or OE was following a different approach for settling compensation claims. To ensure uniformity, streamline the process, align with UPU guidelines, and adopt a standardized approach for handling complaints, this detailed SOP has been formulated. The financial powers for settlement of compensation claims has been delegated to the level of Incharge/Head FPO and timelines and processes for complaint registration and settlement for ITPS, EMS, Regd and Parcel have been re-defined to ensure their timely settlement. Accordingly, all the Circles and OEs are instructed to strictly adhere to the guidelines outlined in the SOP for the expedited resolution of compensation claims.

This is issued with the approval of Competent Authority.

Encls: As above.

To:

All Heads of Circles

Addl. DG, APS

Copy To:

1. PS to Hon’ble Minister of Communications
2. PS to Hon’ble Minister of State in the Ministry of Communications
3. Sr.PPS to Secretary (Posts)
4. Sr.PPS to DG (Posts)
5. All Members of the Postal Service Board
6. Sr. DDG (Vig.)/CGM (BD&MD)/CGM (PLI)/Director (RAKNPA)/JS&FA
7. All DDSG in Postal Directorate/Secretary (PSB)
8. GM, CEPT with the request to update International EMS (Speed Post)'s compensation rules on India Post website.
9. General Manager (BD)/General Manager (F), BD & M Directorate
10. All Directors in Postal Training Centres
11. All Offices of Exchange