Lok Sabha Question No. 3557 (UNSTARRED), answered on 2021-03-17
Subject: Complaints Related to Postal Services
Ministry: COMMUNICATIONS
Asked by: Chandrani Murmu

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF POSTS

## LOK  SABHA UNSTARRED QUESTION NO. 3557 TO BE ANSWERED ON 17 TH  MARCH, 2021

## COMPLAINTS RELATED TO POSTAL SERVICES

## 3557.   MS CHANDRANI MURMU:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a) the  number  of  complaints  received  separately  for  non-delivery  and  late  delivery  of registered  letters,  parcels  and  articles,  received  from  different  post  offices  in  the  country  during each of the last three years, State/UT-wise;
- (b) the number of complaints resolved out of them along with the details of complaints still pending with the Government, State/UT-wise and the reasons for the said pendency;
- (c) the steps taken by the Government to resolve the complaints and the action taken by the Government against the postal employees responsible for the same; and
- (d) the measures taken by the Government to rectify the loopholes and meet the shortage of employees in this department?

## ANSWER

## MINISTER OF STATE FOR COMMUNICATIONS, EDUCATION AND ELECTRONICS & INFORMATION TECHNOLOGY (SHRI SANJAY DHOTRE)

- (a) The  number  of  complaints  received  separately  for  non-delivery  and  late  delivery  of registered  letters,  parcels  and  articles,  received  from  different  post  offices  in  the  country  during each of the last three years, State/UT-wise are placed at Annexures I, II & III respectively.
- (b) The number of complaints resolved out of them during each of the last three years is given below:-

|                                                                                         | Years   | Years   | Years   |
|-----------------------------------------------------------------------------------------|---------|---------|---------|
| Description                                                                             | 2017-18 | 2018-19 | 2019-20 |
| Complaints resolved regarding non-delivery of registered letters, parcels and articles  | 35916   | 34789   | 12952   |
| Complaints resolved regarding late delivery of registered letters, parcels and articles | 566392  | 1033981 | 485081  |

Therefore,  all  the  complaints  received  during  each  of  the  last  three  years  have  been resolved.

- (c) The steps taken by the Government to resolve the complaints are as under: -
- i).    Technology  upgradation  has  been  implemented  across  various  grievance  redressal platforms i.e. Centralized Public Grievance Redress And Monitoring System (CPGRAMS), India Post Call Centre (IPCC) and Social Media (Twitter & facebook) platform. MIS reports generated on these platforms are helpful in expediting resolution of grievances.
- ii).      All  Postal  Circles  have  nominated  Public  Grievance  Nodal  Officers  to  monitor  the grievances. The details of all Nodal Officers are available on India Post Website i.e. www.indiapost.gov.in.
- iii).     Daily review of the pending grievances on each platform is done at various levels i.e. Divisional, Regional, Circle and Directorate.
- iv). To  resolve  the  grievances  of  the  citizens  including  those  in  remote  areas  of  the country, Dak Adalats are held at Divisional, Regional and Circle levels.
- v). Special grievance redressal drives are run by the Department periodically to resolve the pending grievances on each platform.

Disciplinary  action  has  been  taken  against  1362  postal  employees  responsible  for  nondelivery and late delivery of postal articles.

(d) The measures taken by the Government to rectify the loopholes are given below: - i). Optimization of mail network of Speed Post, Registered Post and unregistered mail into a Hub and Spoke model under Mail Network Optimization Project (MNOP) to expedite booking, transmission, processing & delivery of mail.

ii). Computerization, infrastructure and site upgradation of sorting and mail processing has been done.

- iii). A new network for parcels has been put in place. Semi-automated processing centres have also been setup to cater to the growing market needs.
- iv). End to end tracking facility has been provided for accountable postal articles i.e. Speed post, Registered Post, Parcels.
- v).  Nodal  mechanized  delivery  of  parcels  from  identified  delivery  offices  and  hubs  in metros,  state  capitals  and  important  cities  with  the  use  of  two  and  four  wheelers  has  been implemented.
- vi). Introduction of an effective performance management mechanism for mail operations through various Key Performance Indicators (KPIs) to monitor transit time, scanning of articles and delivery efficiency.
- vii).    Real  time  delivery  updation  of  various  postal  products  i.e.  Speed  Post,  Registered Letters/Parcels and Money Orders through a mobile based delivery application known as Postman Mobile Application (PMA), has been introduced.
- viii).  SMS  notifications  of  booking  &  delivery  information  for  accountable  mail  to  the customers have been started.

ix).    Departmental  Mail  Motor  Service  (MMS)  vehicles  have  been  equipped  with  Geo Positioning System (GPS) for monitoring their movement on real time basis.

x). Introduction of online working at the mail processing hubs to enable real time exchange of data.

xi).  Introduction  of  electronic  clearance  of  street  letter  boxes  to  bring  about  electronic visibility in the clearance of letter boxes.

To meet the shortage of employees in the Department, recruitment process is continuously pursued with Staff Selection Commission, through Departmental Promotion Committees, Departmental  examination  and  also  by  individual  Postal  Circles  as  per  the  provisions  of  the relevant Recruitment Rules.

## Annexure I

| S. No.   | Name of the State/UT   | Complaints received in 2017-18 regarding non - delivery of the following:-   | Complaints received in 2017-18 regarding non - delivery of the following:-   | Complaints received in 2017-18 regarding non - delivery of the following:-   | Complaints received in 2017-18 regarding non - delivery of the following:-   | Complaints received in 2017-18 regarding late delivery of the following:-   | Complaints received in 2017-18 regarding late delivery of the following:-   | Complaints received in 2017-18 regarding late delivery of the following:-   | Complaints received in 2017-18 regarding late delivery of the following:-   |
|----------|------------------------|------------------------------------------------------------------------------|------------------------------------------------------------------------------|------------------------------------------------------------------------------|------------------------------------------------------------------------------|-----------------------------------------------------------------------------|-----------------------------------------------------------------------------|-----------------------------------------------------------------------------|-----------------------------------------------------------------------------|
|          |                        | Total complaints received regarding non-delivery                             | Registered letters                                                           | Parcel                                                                       | Articles                                                                     | Total complaints received regarding late delivery                           | Registered letters                                                          | Parcel                                                                      | Articles                                                                    |
| 1.       | Andhra Pradesh         | 755                                                                          | 288                                                                          | 152                                                                          | 315                                                                          | 12063                                                                       | 5450                                                                        | 1600                                                                        | 5013                                                                        |
| 2.       | Arunachal Pradesh      | 7                                                                            | 2                                                                            | 0                                                                            | 5                                                                            | 108                                                                         | 20                                                                          | 51                                                                          | 37                                                                          |
| 3.       | Assam                  | 808                                                                          | 372                                                                          | 97                                                                           | 339                                                                          | 64918                                                                       | 8614                                                                        | 3997                                                                        | 52307                                                                       |
| 4.       | Bihar                  | 112                                                                          | 49                                                                           | 12                                                                           | 51                                                                           | 15692                                                                       | 1272                                                                        | 599                                                                         | 13821                                                                       |
| 5.       | Chhattisgarh           | 72                                                                           | 17                                                                           | 13                                                                           | 42                                                                           | 15104                                                                       | 2862                                                                        | 2341                                                                        | 9901                                                                        |
| 6.       | Delhi                  | 9473                                                                         | 325                                                                          | 1050                                                                         | 8098                                                                         | 35038                                                                       | 2143                                                                        | 1198                                                                        | 31697                                                                       |
| 7.       | Goa                    | 0                                                                            | 0                                                                            | 0                                                                            | 0                                                                            | 331                                                                         | 120                                                                         | 112                                                                         | 99                                                                          |
| 8.       | Gujarat                | 1495                                                                         | 433                                                                          | 200                                                                          | 862                                                                          | 45050                                                                       | 7703                                                                        | 18361                                                                       | 18986                                                                       |

|   9. | Haryana          |   2319 |   759 |   247 |   1313 |   73926 |   21702 |   23669 |   28555 |
|------|------------------|--------|-------|-------|--------|---------|---------|---------|---------|
|   10 | Himachal Pradesh |    111 |    45 |    22 |     44 |    5051 |    1987 |    2312 |     752 |
|   11 | Jharkhand        |     13 |     6 |     2 |      5 |    2136 |    1105 |     827 |     204 |
|   12 | Karnataka        |    402 |   115 |   127 |    160 |   22097 |    8220 |    4007 |    9870 |
|   13 | Kerala           |    167 |    58 |    67 |     42 |   38441 |    5871 |    8219 |   24351 |
|   14 | Madhya Pradesh   |   1055 |   169 |   396 |    490 |   11457 |    3317 |    1568 |    6572 |
|   15 | Maharashtra      |   3217 |  1609 |   642 |    966 |   94618 |   11346 |    2402 |   80870 |
|   16 | Manipur          |    795 |    26 |   126 |    643 |    2317 |     140 |     108 |    2069 |
|   17 | Meghalaya        |   2820 |   734 |  1399 |    687 |    1837 |     407 |     757 |     673 |
|   18 | Mizoram          |     15 |     2 |     2 |     11 |     192 |      12 |      11 |     169 |
|   19 | Nagaland         |    254 |    62 |   177 |     15 |    1158 |     251 |     369 |     538 |
|   20 | Odisha           |    497 |   274 |   223 |      0 |   21819 |    7296 |   14523 |       0 |
|   21 | Punjab           |     87 |    22 |    39 |     26 |    7681 |    3119 |    2580 |    1982 |
|   22 | Rajasthan        |    400 |   101 |   107 |    192 |    5133 |    1904 |     921 |    2308 |

| 23.   | Sikkim                              | 6    | 0    | 0    | 6    | 512   | 117   | 97   | 298   |
|-------|-------------------------------------|------|------|------|------|-------|-------|------|-------|
| 24.   | Tamil Nadu                          | 1338 | 598  | 442  | 298  | 24001 | 13638 | 5078 | 5285  |
| 25.   | Telangana                           | 1157 | 23   | 1063 | 71   | 6265  | 1980  | 1337 | 2948  |
| 26.   | Tripura                             | 123  | 29   | 13   | 81   | 1007  | 549   | 235  | 223   |
| 27.   | Uttar Pradesh                       | 3596 | 1805 | 557  | 1234 | 25315 | 12961 | 2289 | 10065 |
| 28.   | Uttarakhand                         | 3346 | 432  | 724  | 2190 | 4733  | 922   | 794  | 3017  |
| 29.   | West Bengal                         | 355  | 105  | 107  | 143  | 25354 | 5874  | 9127 | 10353 |
|       | UT                                  | UT   | UT   | UT   | UT   | UT    | UT    | UT   | UT    |
| 1.    | Andaman & Nicobar Islands           | 0    | 0    | 0    | 0    | 1582  | 395   | 401  | 786   |
| 2.    | Chandigarh                          | 8    | 0    | 3    | 5    | 2     | 0     | 0    | 2     |
| 3.    | Dadra& Nagar Haveli and Daman & Diu | 0    | 0    | 0    | 0    | 0     | 0     | 0    | 0     |

| 4.   | Jammu & Kashmir   |   1112 |   510 |   211 |   391 |   1279 |    579 |    246 |    454 |
|------|-------------------|--------|-------|-------|-------|--------|--------|--------|--------|
| 5.   | Ladakh            |      0 |     0 |     0 |     0 |     54 |     10 |     17 |     27 |
| 6.   | Lakshadweep       |      0 |     0 |     0 |     0 |      4 |      1 |      3 |      0 |
| 7.   | Puducherry        |      1 |     0 |     1 |     0 |    117 |     36 |     81 |      0 |
|      | Total             |  35916 |  8970 |  8221 | 18725 | 566392 | 131924 | 110237 | 324231 |

## Annexure II

| S. No.   | Name of the State/UT   | Complaints received in 2018-19 regarding non - delivery of the following:-   | Complaints received in 2018-19 regarding non - delivery of the following:-   | Complaints received in 2018-19 regarding non - delivery of the following:-   | Complaints received in 2018-19 regarding non - delivery of the following:-   | Complaints received in 2018-19 regarding late delivery of the following:-   | Complaints received in 2018-19 regarding late delivery of the following:-   | Complaints received in 2018-19 regarding late delivery of the following:-   | Complaints received in 2018-19 regarding late delivery of the following:-   |
|----------|------------------------|------------------------------------------------------------------------------|------------------------------------------------------------------------------|------------------------------------------------------------------------------|------------------------------------------------------------------------------|-----------------------------------------------------------------------------|-----------------------------------------------------------------------------|-----------------------------------------------------------------------------|-----------------------------------------------------------------------------|
|          |                        | Total complaints received regarding non- delivery                            | Registered letters                                                           | Parcel                                                                       | Articles                                                                     | Total complaints received regarding late delivery                           | Registered letters                                                          | Parcel                                                                      | Articles                                                                    |
| 1.       | Andhra Pradesh         | 224                                                                          | 99                                                                           | 61                                                                           | 64                                                                           | 12921                                                                       | 5490                                                                        | 2056                                                                        | 5375                                                                        |
| 2.       | Arunachal Pradesh      | 12                                                                           | 5                                                                            | 0                                                                            | 7                                                                            | 7539                                                                        | 261                                                                         | 5681                                                                        | 1597                                                                        |
| 3.       | Assam                  | 2163                                                                         | 757                                                                          | 648                                                                          | 758                                                                          | 53784                                                                       | 8139                                                                        | 3194                                                                        | 42451                                                                       |
| 4.       | Bihar                  | 272                                                                          | 112                                                                          | 23                                                                           | 137                                                                          | 6405                                                                        | 1463                                                                        | 1060                                                                        | 3882                                                                        |
| 5.       | Chhattisgarh           | 36                                                                           | 13                                                                           | 16                                                                           | 7                                                                            | 14901                                                                       | 2925                                                                        | 1306                                                                        | 10670                                                                       |
| 6.       | Delhi                  | 6861                                                                         | 486                                                                          | 714                                                                          | 5661                                                                         | 56179                                                                       | 3616                                                                        | 3956                                                                        | 48607                                                                       |
| 7.       | Goa                    | 1                                                                            | 0                                                                            | 0                                                                            | 1                                                                            | 123                                                                         | 98                                                                          | 16                                                                          | 9                                                                           |
| 8.       | Gujarat                | 1817                                                                         | 483                                                                          | 234                                                                          | 1100                                                                         | 44713                                                                       | 6648                                                                        | 22097                                                                       | 15968                                                                       |

|   9. | Haryana          |   989 |   312 |   281 |   396 |   134786 |   44948 |   38754 |   51084 |
|------|------------------|-------|-------|-------|-------|----------|---------|---------|---------|
|   10 | Himachal Pradesh |    45 |     9 |    14 |    22 |    14664 |    6241 |    4821 |    3602 |
|   11 | Jharkhand        |     8 |     5 |     2 |     1 |     1308 |     871 |     253 |     184 |
|   12 | Karnataka        |   294 |    92 |    90 |   112 |    79275 |   27021 |    6637 |   45617 |
|   13 | Kerala           |    99 |    26 |    67 |     6 |    47478 |    5148 |   14359 |   27971 |
|   14 | Madhya Pradesh   |  1545 |   413 |   513 |   619 |    88892 |   17432 |   15070 |   56390 |
|   15 | Maharashtra      |   955 |   478 |   190 |   287 |   172348 |   10720 |    4075 |  157553 |
|   16 | Manipur          |   430 |   212 |   156 |    62 |     1576 |     210 |     106 |    1260 |
|   17 | Meghalaya        |  1670 |  1289 |   162 |   219 |     1352 |     240 |     508 |     604 |
|   18 | Mizoram          |    20 |     1 |     1 |    18 |      385 |      21 |       4 |     360 |
|   19 | Nagaland         |   106 |    34 |    37 |    35 |     2269 |     223 |     723 |    1323 |
|   20 | Odisha           |   409 |   300 |   109 |     0 |    25989 |    6256 |   19733 |       0 |
|   21 | Punjab           |    66 |    22 |    25 |    19 |     6029 |    2770 |    1413 |    1846 |
|   22 | Rajasthan        |   234 |    70 |    77 |    87 |    22600 |    6343 |    4789 |   11468 |

| 23.   | Sikkim                              | 6    | 0    | 0   | 6    | 166   | 24    | 67    | 75    |
|-------|-------------------------------------|------|------|-----|------|-------|-------|-------|-------|
| 24.   | Tamil Nadu                          | 1107 | 560  | 349 | 198  | 38507 | 19334 | 16578 | 2595  |
| 25.   | Telangana                           | 934  | 70   | 714 | 150  | 15119 | 5359  | 2852  | 6908  |
| 26.   | Tripura                             | 206  | 121  | 42  | 43   | 7983  | 3384  | 1464  | 3135  |
| 27.   | Uttar Pradesh                       | 9783 | 4818 | 689 | 4276 | 71358 | 29027 | 9372  | 32959 |
| 28.   | Uttarakhand                         | 1328 | 144  | 336 | 848  | 5106  | 1004  | 1052  | 3050  |
| 29.   | West Bengal                         | 2050 | 267  | 857 | 926  | 97726 | 13756 | 38113 | 45857 |
|       | UT                                  | UT   | UT   | UT  | UT   | UT    | UT    | UT    | UT    |
| 1.    | Andaman & Nicobar Islands           | 0    | 0    | 0   | 0    | 1656  | 249   | 663   | 744   |
| 2.    | Chandigarh                          | 2    | 0    | 2   | 0    | 0     | 0     | 0     | 0     |
| 3.    | Dadra& Nagar Haveli and Daman & Diu | 5    | 2    | 3   | 0    | 64    | 48    | 16    | 0     |

| 4.   | Jammu &     |   1107 |   508 |   209 |   390 |     627 |    216 |     47 |    364 |
|------|-------------|--------|-------|-------|-------|---------|--------|--------|--------|
| 5.   | Ladakh      |      0 |     0 |     0 |     0 |      55 |      1 |     10 |     44 |
| 6.   | Lakshadweep |      0 |     0 |     0 |     0 |       7 |      3 |      2 |      2 |
| 7.   | Puducherry  |      5 |     1 |     4 |     0 |      91 |     28 |     63 |      0 |
|      | Total       |  34789 | 11709 |  6625 | 16455 | 1033981 | 229517 | 220910 | 583554 |

## Annexure III

| S. No.   | Name of the State/UT   | Complaints received in 2019-20 regarding non - delivery of the following:-   | Complaints received in 2019-20 regarding non - delivery of the following:-   | Complaints received in 2019-20 regarding non - delivery of the following:-   | Complaints received in 2019-20 regarding non - delivery of the following:-   | Complaints received in 2019-20 regarding late delivery of the following:-   | Complaints received in 2019-20 regarding late delivery of the following:-   | Complaints received in 2019-20 regarding late delivery of the following:-   | Complaints received in 2019-20 regarding late delivery of the following:-   |
|----------|------------------------|------------------------------------------------------------------------------|------------------------------------------------------------------------------|------------------------------------------------------------------------------|------------------------------------------------------------------------------|-----------------------------------------------------------------------------|-----------------------------------------------------------------------------|-----------------------------------------------------------------------------|-----------------------------------------------------------------------------|
|          |                        | Total complaints received regarding non-delivery                             | Registered letters                                                           | Parcel                                                                       | Articles                                                                     | Total complaints received regarding late delivery                           | Registered letters                                                          | Parcel                                                                      | Articles                                                                    |
| 1.       | Andhra Pradesh         | 87                                                                           | 29                                                                           | 15                                                                           | 43                                                                           | 7008                                                                        | 2531                                                                        | 1008                                                                        | 3469                                                                        |
| 2.       | Arunachal Pradesh      | 17                                                                           | 2                                                                            | 0                                                                            | 15                                                                           | 6539                                                                        | 1148                                                                        | 5274                                                                        | 117                                                                         |
| 3.       | Assam                  | 1866                                                                         | 485                                                                          | 541                                                                          | 840                                                                          | 46624                                                                       | 5780                                                                        | 2685                                                                        | 38159                                                                       |
| 4.       | Bihar                  | 252                                                                          | 99                                                                           | 15                                                                           | 138                                                                          | 4993                                                                        | 1383                                                                        | 1047                                                                        | 2563                                                                        |
| 5.       | Chhattisgarh           | 22                                                                           | 4                                                                            | 9                                                                            | 9                                                                            | 1807                                                                        | 550                                                                         | 239                                                                         | 1018                                                                        |
| 6.       | Delhi                  | 1146                                                                         | 124                                                                          | 172                                                                          | 850                                                                          | 39008                                                                       | 3871                                                                        | 3022                                                                        | 32115                                                                       |
| 7.       | Goa                    | 0                                                                            | 0                                                                            | 0                                                                            | 0                                                                            | 4973                                                                        | 1357                                                                        | 3                                                                           | 3613                                                                        |
| 8.       | Gujarat                | 206                                                                          | 64                                                                           | 33                                                                           | 109                                                                          | 1636                                                                        | 304                                                                         | 609                                                                         | 723                                                                         |

|   9. | Haryana          |   382 |   94 |   110 |   178 |   40919 |   12820 |   11239 |   16860 |
|------|------------------|-------|------|-------|-------|---------|---------|---------|---------|
|   10 | Himachal Pradesh |     2 |    0 |     0 |     2 |    9602 |    3843 |    2874 |    2885 |
|   11 | Jharkhand        |    87 |   43 |    25 |    19 |     921 |     513 |     221 |     187 |
|   12 | Karnataka        |   190 |   49 |    61 |    80 |   63474 |   19648 |    6028 |   37798 |
|   13 | Kerala           |    96 |   27 |    62 |     7 |    3466 |    2234 |     929 |     303 |
|   14 | Madhya Pradesh   |  3855 |  872 |   936 |  2047 |   27848 |    8216 |    5134 |   14498 |
|   15 | Maharashtra      |   242 |  121 |    48 |    73 |   18898 |    8595 |    3744 |    6559 |
|   16 | Manipur          |   317 |  212 |    73 |    32 |     698 |      31 |     216 |     451 |
|   17 | Meghalaya        |     3 |    1 |     0 |     2 |    1028 |     198 |     452 |     378 |
|   18 | Mizoram          |    12 |    0 |     0 |    12 |     424 |       1 |       2 |     421 |
|   19 | Nagaland         |    10 |    5 |     3 |     2 |    1698 |     566 |     617 |     515 |
|   20 | Odisha           |    21 |   16 |     5 |     0 |    1586 |     503 |    1083 |       0 |
|   21 | Punjab           |   434 |  214 |   139 |    81 |    5457 |    2663 |    1152 |    1642 |
|   22 | Rajasthan        |   158 |   48 |    42 |    68 |   21969 |    7874 |    2895 |   11200 |

| 23.   | Sikkim                              | 0    | 0   | 0   | 0   | 201   | 34    | 77    | 90    |
|-------|-------------------------------------|------|-----|-----|-----|-------|-------|-------|-------|
| 24.   | Tamil Nadu                          | 424  | 210 | 75  | 139 | 30911 | 19027 | 7073  | 4811  |
| 25.   | Telangana                           | 119  | 19  | 37  | 63  | 11900 | 3986  | 2291  | 5623  |
| 26.   | Tripura                             | 122  | 68  | 10  | 44  | 7115  | 3634  | 1217  | 2264  |
| 27.   | Uttar Pradesh                       | 2536 | 889 | 922 | 725 | 61328 | 22748 | 8246  | 30334 |
| 28.   | Uttarakhand                         | 104  | 25  | 33  | 46  | 3786  | 722   | 788   | 2276  |
| 29.   | West Bengal                         | 184  | 33  | 50  | 101 | 57481 | 13795 | 20693 | 22993 |
|       | UT                                  | UT   | UT  | UT  | UT  | UT    | UT    | UT    | UT    |
| 1.    | Andaman & Nicobar Islands           | 0    | 0   | 0   | 0   | 313   | 42    | 66    | 205   |
| 2.    | Chandigarh                          | 7    | 4   | 3   | 0   | 12    | 2     | 2     | 8     |
| 3.    | Dadra& Nagar Haveli and Daman & Diu | 3    | 2   | 1   | 0   | 31    | 10    | 21    | 0     |

| 4.   | Jammu &     |    23 |   10 |    2 |   11 |   1346 |    596 |   122 |    628 |
|------|-------------|-------|------|------|------|--------|--------|-------|--------|
| 5.   | Ladakh      |     1 |    1 |    0 |    0 |     58 |      7 |    18 |     33 |
| 6.   | Lakshadweep |     0 |    0 |    0 |    0 |     11 |      3 |     5 |      3 |
| 7.   | Puducherry  |    24 |   15 |    9 |    0 |     12 |      8 |     4 |      0 |
|      | Total       | 12952 | 3785 | 3431 | 5736 | 485081 | 149243 | 91096 | 244742 |

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