Request for Further Guidelines on Settlement of Manual/Non-Migrated Cases at HO/SO

Addressed To: The Hon'ble Secretary (Posts)

Subject: Request for Further Guidelines on Settlement of Manual/Non-Migrated Cases at HO/SO

Sender: A postal association (signed by General Secretary).

2. Key Issues Highlighted

• Problem: Challenges in settling manual/non-migrated cases at Head Offices (HO) and Sub Offices (SO) due to missing manual records.
• Current SOP: SB Order No. 18/2023 mandates processing non-migrated accounts in Finacle CBS, but:
• Verification fails when manual records/CC Bridge data are unavailable.
• Cases cycle between SO, HO, and Divisional Offices (DO) without resolution, causing delays.

3. Proposed Solutions

• Defined Verification Protocol: Clear responsibility framework for cases lacking manual/CC Bridge data.
• Alternative Documentation: Allow depositors to submit affidavits/supporting documents for claim validation.
• Streamlined Approval: Minimize file transfers between SO-HO-DO to expedite settlements.
• Enhanced Database Access: Centralized system to retrieve lost records, reducing manual dependency.
• Grievance Mechanism: Dedicated channel to address customer complaints due to prolonged resolutions.

4. Additional Notes

• Appeal: Urges the Department to issue guidelines for smoother case resolution and better customer service.

Copies Marked To:

1. DG Posts, Dak Bhawan, New Delhi.
2. Deputy Director General (Financial Services), Dak Bhawan.
3. Divisional Head (FS & FD), Dak Bhawan.

Sender’s Contact:

Camp Office: Sub Postmaster (HSG-I), Pathankot MDG, Punjab.

Email/Website: ahasediq@gmail.com | www.ahasediq.blogspot.in