Rationalisation of Complaint Handling in CCC under APT 2.0 – Need for Genuine Redressal

Federation of National Postal Organisations

T-24, Atul Grove Road, New Delhi-110 001 Mob.: 9959538622, e-mail: sivajivasireddy@gmail.com, Web: fnpo.org

SIVAJI VASIREDDY Secretary General

No: FNPO/CC Portal/APT 2.0 Dated: 23.09.2026

To 

Sri Subrat Das, Chairman Postal Services Board & Secretary Department of Posts, Dak Bhawan, New Delhi 110001

Sub: Rationalisation of complaint handling mechanism in CCC under APT 2.0 – need to provide reasonable time for delivery and ensure genuine redressal instead of statistical closure of complaints – reg.

The Federation wishes to invite your kind attention to certain serious practical difficulties being faced by field officials in handling Customer Care Centre (CCC) complaints under APT 2.0, particularly complaints relating to non-delivery of postal articles.

As per the Citizen Charter, a customer can lodge a complaint after 21 days of non-delivery. Postmen may retain articles for up to 7 days.

However, complaints are being generated even on the third day, with Divisional Offices pressuring staff for immediate settlement to maintain “NIL” pendency.

This practice undermines the delivery process and grievance mechanism, creating unnecessary stress for field staff.

The Federation requests:

• Modify CCC module so non-delivery complaints can be registered only after the prescribed period, or after D+3+7 days.
• Provide reasonable time for delivery staff before escalation.
• Instruct Circles/Divisions not to insist on mechanical closure within 24 hours.
• Ensure CPGRAMS grievances are not treated as disposed merely on interim replies.
• Review mechanisms should focus on quality and genuineness of grievance redressal, not just numbers.
• Develop parameters to assess whether grievances are genuinely resolved and systemic issues rectified.
• The Federation emphasizes that speed of disposal should not compromise genuine resolution or place unrealistic pressure on staff. A balanced system will improve service quality and public confidence.

Yours sincerely, (Sd/-) SIVAJI VASIREDDY Secretary General