Lok Sabha Question No. 597 (UNSTARRED), answered on 2019-02-06
Subject: Non-Delivery and Late Delivery of Money Orders
Ministry: COMMUNICATIONS
Asked by: BHARTRUHARI MAHTAB, RAHUL RAMESH SHEWALE, SANJAY SHAMRAO DHOTRE

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF POSTS

## LOK  SABHA UNSTARRED QUESTION NO.597 TO BE ANSWERED ON 6 TH  FEBRUARY, 2019

## NON-DELIVERY AND LATE DELIVERY OF MONEY ORDERS

## SHRI BHARTRUHARI MAHTAB:

597. SHRI RAHUL SHEWALE:

SHRI SANJAY DHOTRE:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a) whether  the  complaints  of  non-delivery  and  late  delivery  of  money  orders  to  the recipients have increased in the country;
- (b) if  so,  the  details  thereof  during  each  of  the  last  three  years  and  the  current  year, State/UT-wise;
- (c) whether the Government has conducted any enquiry in this regard;
- (d) if so, the details and the outcome thereof along with the number of officials found guilty in such cases and action taken/ being taken against them so far;
- (e) the mechanism put in place by the Government to facilitate efficient handling and curb such complaints in the country; and
- (f) the  other  steps  taken  by  the  Government  to  make  the  Money  Order  System  a  good competitor to the other mode of electronic money transfers in the country?

## ANSWER

## THE MINISTER OF STATE (IC) OF THE MINISTRY OF COMMUNICATIONS & MINISTER OF STATE IN THE MINISTRY OF RAILWAYS (SHRI MANOJ SINHA)

(a) & (b) The number of complaints of late delivery of Money Orders to the recipients has shown an increase  when  considered  over  the  last  three  years  &  the  current  year.  However, there  was  a  decline  in  the  number  of  complaints  of  non-delivery  of  Money  Orders  between 2016-17 & 2017-18, but increase in the current year.

The  details  of  such  complaints  received  i.e.  non-delivery  and  late  delivery  of  Money Orders to the recipients, during each of the last three years and the current year, State/UT wise are as per Annexure - I .

(c) & (d) Yes Madam. The Government has conducted enquiries in this regard. In many such cases, delay in payment of Money Orders was due to operational and technical reasons. In other instances, human error was seen to be the cause of delay. A total of 68 officials were found  guilty  in  such  cases  and  disciplinary  action  has  been  taken  against  them  by  the concerned Authorities.

(e ) & (f) The  Department  has  a well laid out procedure for handling such complaints.  The  following  channels  are  available  to  the  customers  to  lodge  their grievances on non-delivery and late delivery of Money Orders:-

(i)  Through phones, by lodging their complaints at India Post Call Centre (IPCC).

(ii)  Through  Postinfo App,  by  introducing  trackability  of  such  complaints  on  the mobile App of the Department i.e. Postinfo App. Till date this App has been downloaded by 1.9 million users.

(iii) On Social Media i.e. Twitter (@indiapostoffice) and Facebook.

(iv)  On  online  portal,  i.e.,  Centralized  Public  Grievance  Redress  &  Monitoring System (CPGRAMS).

(v) On online Computerized Customer Care Centres (CCCC). 20,041 CCCCs are in  place  across  the  country  for  online  exchange  of  information  amongst  all  units  for speedy redressal of such complaints.

The following steps have been taken by the Department to curb such complaints and make the Money Order system a good competitor to the other mode of electronic money transfers in the country:-

(i) A complete online delivery system has been rolled out as part of Core System Integration  (CSI)  implementation,  which  enables  faster  transmission  of  Money  Orders and greater visibility of the delivery process.

(ii)  End  to  end  tracking  of  Money  Orders  by  customers  on  the  Departmental portal  i.e.  www.indiapost.gov.in.  Value  Added  Services  like  SMS  alerts  at  different stages  in  the  electronic  money  order  (eMO)  delivery  process  is  provided  to  Money Order customers.

(iii)  The tracking of Money Orders is now also available in the Interactive Voice Response System (IVRS) in India Post Call Centre (IPCC).

(iv)  Devices  have  been  provided  to  Branch  Postmasters  in  rural  areas  under Digital Advancement of Rural Post Office (DARPAN) Project, which will enable the rural customers to receive payment of Money Orders via electronic mode.

## Annexure-I

| Sl No.   | Name of the State/UT      | Complaints Regarding Non-Delivery of Money Orders   | Complaints Regarding Non-Delivery of Money Orders   | Complaints Regarding Non-Delivery of Money Orders   | Complaints Regarding Non-Delivery of Money Orders   | Complaints Regarding Late Delivery of Money Orders   | Complaints Regarding Late Delivery of Money Orders   | Complaints Regarding Late Delivery of Money Orders   | Complaints Regarding Late Delivery of Money Orders   |
|----------|---------------------------|-----------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|------------------------------------------------------|------------------------------------------------------|------------------------------------------------------|------------------------------------------------------|
|          |                           | Received in 2015- 2016                              | Received in 2016- 2017                              | Received in 2017- 2018                              | Received from April 2018 till Dec. 2018             | Received in 2015- 2016                               | Received in 2016- 2017                               | Received in 2017- 2018                               | Received from April 2018 till Dec. 2018              |
| 1        | ANDHRA PRADESH            | 238                                                 | 204                                                 | 233                                                 | 305                                                 | 269                                                  | 323                                                  | 350                                                  | 457                                                  |
| 2        | ARUNACHAL PRADESH         | 1                                                   | 0                                                   | 0                                                   | 0                                                   | 11                                                   | 9                                                    | 8                                                    | 5                                                    |
| 3        | ASSAM                     | 25                                                  | 20                                                  | 26                                                  | 8                                                   | 133                                                  | 147                                                  | 163                                                  | 245                                                  |
| 4        | BIHAR                     | 0                                                   | 0                                                   | 0                                                   | 241                                                 | 486                                                  | 550                                                  | 377                                                  | 392                                                  |
| 5        | CHHATTISGARH              | 0                                                   | 0                                                   | 0                                                   | 0                                                   | 631                                                  | 392                                                  | 640                                                  | 939                                                  |
| 6        | DELHI                     | 789                                                 | 761                                                 | 813                                                 | 1508                                                | 648                                                  | 733                                                  | 516                                                  | 601                                                  |
| 7        | GOA                       | 0                                                   | 0                                                   | 10                                                  | 4                                                   | 0                                                    | 0                                                    | 3                                                    | 4                                                    |
| 8        | GUJARAT                   | 912                                                 | 871                                                 | 562                                                 | 1462                                                | 1140                                                 | 1209                                                 | 1164                                                 | 3162                                                 |
| 9        | HARYANA                   | 1061                                                | 850                                                 | 822                                                 | 555                                                 | 219                                                  | 151                                                  | 111                                                  | 92                                                   |
| 10       | HIMACHAL PRADESH          | 78                                                  | 44                                                  | 42                                                  | 53                                                  | 140                                                  | 79                                                   | 96                                                   | 111                                                  |
| 11       | JAMMU & KASHMIR           | 0                                                   | 0                                                   | 0                                                   | 0                                                   | 41                                                   | 54                                                   | 46                                                   | 388                                                  |
| 12       | JHARKHAND                 | 135                                                 | 672                                                 | 280                                                 | 434                                                 | 54                                                   | 36                                                   | 30                                                   | 53                                                   |
| 13       | KARNATAKA                 | 1480                                                | 626                                                 | 606                                                 | 979                                                 | 881                                                  | 704                                                  | 906                                                  | 1446                                                 |
| 14       | KERALA                    | 310                                                 | 264                                                 | 185                                                 | 846                                                 | 236                                                  | 197                                                  | 138                                                  | 626                                                  |
| 15       | MADHYA PRADESH            | 837                                                 | 849                                                 | 523                                                 | 571                                                 | 755                                                  | 869                                                  | 989                                                  | 1210                                                 |
| 16       | MAHARASHTRA               | 1828                                                | 1978                                                | 2623                                                | 3916                                                | 2221                                                 | 2714                                                 | 4346                                                 | 7283                                                 |
| 17       | MANIPUR                   | 0                                                   | 0                                                   | 0                                                   | 0                                                   | 0                                                    | 0                                                    | 3                                                    | 3                                                    |
| 18       | MEGALAYA                  | 5                                                   | 8                                                   | 5                                                   | 10                                                  | 7                                                    | 10                                                   | 16                                                   | 31                                                   |
| 19       | MIZORAM                   | 0                                                   | 0                                                   | 0                                                   | 0                                                   | 0                                                    | 0                                                    | 0                                                    | 0                                                    |
| 20       | NAGALAND                  | 1                                                   | 6                                                   | 10                                                  | 4                                                   | 3                                                    | 0                                                    | 0                                                    | 5                                                    |
| 21       | ODISHA                    | 1                                                   | 4                                                   | 5                                                   | 82                                                  | 127                                                  | 177                                                  | 96                                                   | 248                                                  |
| 22       | PUNJAB                    | 903                                                 | 840                                                 | 708                                                 | 842                                                 | 255                                                  | 195                                                  | 194                                                  | 214                                                  |
| 23       | RAJASTHAN                 | 1304                                                | 771                                                 | 662                                                 | 578                                                 | 839                                                  | 557                                                  | 926                                                  | 1052                                                 |
| 24       | SIKKIM                    | 2                                                   | 0                                                   | 2                                                   | 1                                                   | 0                                                    | 2                                                    | 1                                                    | 3                                                    |
| 25       | TAMIL NADU                | 273                                                 | 214                                                 | 201                                                 | 442                                                 | 659                                                  | 1528                                                 | 2586                                                 | 6207                                                 |
| 26       | TELANGANA                 | 411                                                 | 336                                                 | 276                                                 | 176                                                 | 415                                                  | 340                                                  | 290                                                  | 248                                                  |
| 27       | TRIPURA                   | 11                                                  | 15                                                  | 9                                                   | 25                                                  | 3                                                    | 4                                                    | 2                                                    | 6                                                    |
| 28       | UTTAR PRADESH             | 492                                                 | 461                                                 | 334                                                 | 449                                                 | 3041                                                 | 3141                                                 | 2515                                                 | 2015                                                 |
| 29       | UTTARAKHAND               | 258                                                 | 293                                                 | 277                                                 | 310                                                 | 433                                                  | 513                                                  | 686                                                  | 744                                                  |
| 30       | WEST BENGAL               | 269                                                 | 155                                                 | 138                                                 | 208                                                 | 6633                                                 | 5870                                                 | 4126                                                 | 3854                                                 |
| 1        | ANDAMAN & NICOBAR ISLANDS | 0                                                   | 0                                                   | 0                                                   | 0                                                   | 55                                                   | 38                                                   | 39                                                   | 23                                                   |
| 2        | CHANDIGARH                | 0                                                   | 0                                                   | 0                                                   | 0                                                   | 1                                                    | 2                                                    | 2                                                    | 46                                                   |
| 3        | DAMAN & DIU               | 2                                                   | 1                                                   | 2                                                   | 3                                                   | 0                                                    | 0                                                    | 1                                                    | 2                                                    |
| 4        | DADRA & NAGAR HAVELI      | 1                                                   | 1                                                   | 3                                                   | 2                                                   | 0                                                    | 0                                                    | 0                                                    | 0                                                    |
| 5        | LAKSHADWEEP ISLANDS       | 0                                                   | 0                                                   | 0                                                   | 0                                                   | 0                                                    | 0                                                    | 0                                                    | 0                                                    |
| 6        | PUDUCHERRY                | 12                                                  | 9                                                   |                                                     | 71                                                  | 24                                                   | 30                                                   | 14                                                   | 116                                                  |
|          | Total                     | 11639                                               | 10253                                               | 12 9369                                             | 14085                                               | 20360                                                | 20574                                                | 21380                                                | 31831                                                |

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