Lok Sabha Question No. 2718 (UNSTARRED), answered on 2021-03-10
Subject: Loss and Delay in Delivery of Articles
Ministry: COMMUNICATIONS
Asked by: Bhartruhari Mahtab

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF POSTS

## LOK  SABHA UNSTARRED QUESTION NO. 2718 TO BE ANSWERED ON 10 TH  MARCH, 2021

## LOSS AND DELAY IN DELIVERY OF ARTICLES

## 2718. SHRI BHARTRUHARI MAHTAB:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a) whether the complaints of loss of articles and delay in delivery of articles 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 and the reasons therefor;
- (c) the policy of the Department of Posts to compensate the losses to the customers on account of lost articles and delay in delivery of articles;
- (d) whether the Government has conducted training programmes to improve behaviour and working skill of staff of Post Offices in the country during the said period;
- (e) if so, the details thereof and if not, the reasons therefor; and
- (f) the other steps taken by the Government to improve the postal services in the country?

## ANSWER

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

- (a) No Sir, the complaints regarding loss of articles have not increased in the country. The complaints regarding delay in delivery of articles have shown an increase in the year 2018-19 when compared with the year 2017-18. However, complaints in this regard have shown a general trend of decline in 2019-20 and in the current year.
- (b) The details of complaints of loss of articles and delay in delivery of articles during each of the last three years and the current year, State/UT-wise are placed at Annexures I & II respectively. The increase in the complaints of delay in delivery of articles during 2018-19 was due to the transition in the IT platform of  postal  operations  which  in  subsequent  years  helped  in  better  operational  management  and  decline  in complaints. This is substantiated by the figures of complaints in this area in 2019-20 and in the current year.
- (c) The policy of the Department of Posts to compensate the losses to the customers on account of lost articles and delay in delivery of articles is as under:-

| Product             | Compensation Policy                                                                                                                                                                                                                                                                                                                  |
|---------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| Speed Post          | i). In case of loss of Speed Post article, or loss of its contents or damage to the contents, compensation shall be double the amount of speed post charges paid or one thousand rupees, whichever is less. ii). In case of delay in delivery of speed post article, the compensation shall be equal to the speed post charges paid. |
| Business Parcel     | In case of loss or damage of Business Parcel or contents thereof, the compensation payable shall be restricted to Rs. 500/- or the actual value of the parcel or the content lost, whichever is less.                                                                                                                                |
| Registered Articles | Compensation upto a limit of Rs. 100/- for loss/damage of registered articles.                                                                                                                                                                                                                                                       |

| Insured articles                     | Compensation not exceeding the amount for which the article has been insured in case of loss of article or any of its contents or for any damage caused to it in course of transmission by post.                                                                                                                                                                                                                                               |
|--------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| International Registered Articles    | For loss/total theft/ total damage of International Registered article 30 SDR (at prevailing rates) shall be payable for International Registered articles booked in Post Offices in India.                                                                                                                                                                                                                                                    |
| Outbound International EMS Articles  | i). For loss or damage of International EMS Merchandise - Sum of postage paid and the declared value of the content subject to upper ceiling of 30 SDR (at prevailing rate) per item. ii). For loss or damage of International EMS Document - Postage paid subject to upper ceiling of 30 SDR (at prevailing rate) per item. iii). For Delay - Difference between International Speed Post (EMS) and Registered Post charges in case of delay. |
| International Air Parcels            | For loss/total theft/ total damage - upto 40 SDR (at prevailing rates) per parcel and 4.50 SDR (at prevailing rates) per Kg shall be payable for International air parcels booked in Post Offices in India.                                                                                                                                                                                                                                    |
| International Tracked Packet Service | The compensation payable shall be restricted to Rs. 1000/- or the actual value of the contents damaged or lost, whichever is less.                                                                                                                                                                                                                                                                                                             |

(d) Yes Sir, the Government has conducted training programmes to improve behaviour and working skill of staff of Post Offices in the country during the said period.

(e) The details of the training programmes conducted to improve behaviour and working skill of staff of Post Offices in the country during the said period are at Annexure III.

(f) The steps taken by the Government to improve the postal services in the country are as under:- 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  articles  viz.  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,  Money  Orders  and  Cash  on  Delivery  (COD)  articles  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.

| Annexure - I   | Annexure - I                       | Annexure - I        | Annexure - I                   | Annexure - I                  | Annexure - I                                             |
|----------------|------------------------------------|---------------------|--------------------------------|-------------------------------|----------------------------------------------------------|
| S. No.         | State                              | Received in 2017-18 | COMPLAINTS Received in 2018-19 | REGARDING Received in 2019-20 | LOSS OF ARTICLES Received in 2020-21 (Till January 2021) |
| 1.             | Andhra Pradesh                     | 755                 | 224                            | 87                            | 84                                                       |
| 2.             | Arunachal Pradesh                  | 7                   | 12                             | 17                            | 15                                                       |
| 3.             | Assam                              | 808                 | 2163                           | 1866                          | 67                                                       |
| 4.             | Bihar                              | 112                 | 272                            | 252                           | 114                                                      |
| 5.             | Chhattisgarh                       | 72                  | 36                             | 22                            | 47                                                       |
| 6.             | Delhi                              | 9473                | 6861                           | 1146                          | 437                                                      |
| 7.             | Goa                                | 0                   | 1                              | 0                             | 1                                                        |
| 8.             | Gujarat                            | 1495                | 1817                           | 206                           | 198                                                      |
| 9.             | Haryana                            | 2319                | 989                            | 382                           | 373                                                      |
| 10.            | Himachal Pradesh                   | 111                 | 45                             | 2                             | 20                                                       |
| 11.            | Jharkhand                          | 13                  | 8                              | 87                            | 38                                                       |
| 12.            | Karnataka                          | 402                 | 294                            | 190                           | 130                                                      |
| 13.            | Kerala                             | 167                 | 99                             | 96                            | 49                                                       |
| 14.            | Madhya Pradesh                     | 1055                | 1545                           | 3855                          | 956                                                      |
| 15.            | Maharashtra                        | 3217                | 955                            | 242                           | 133                                                      |
| 16.            | Manipur                            | 795                 | 430                            | 317                           | 17                                                       |
| 17.            | Meghalaya                          | 2820                | 1670                           | 3                             | 2                                                        |
| 18.            | Mizoram                            | 15                  | 20                             | 12                            | 7                                                        |
| 19.            | Nagaland                           | 254                 | 106                            | 10                            | 8                                                        |
| 20.            | Odisha                             | 497                 | 409                            | 21                            | 12                                                       |
| 21.            | Punjab                             | 87                  | 66                             | 434                           | 254                                                      |
| 22.            | Rajasthan                          | 400                 | 234                            | 158                           | 133                                                      |
| 23.            | Sikkim                             | 6                   | 6                              | 0                             | 1                                                        |
| 24.            | Tamil Nadu                         | 1338                | 1107                           | 424                           | 246                                                      |
| 25.            | Telangana                          | 1157                | 934                            | 119                           | 193                                                      |
| 26.            | Tripura                            | 123                 | 206                            | 122                           | 17                                                       |
| 27.            | Uttar Pradesh                      | 3596                | 9783                           | 2536                          | 2275                                                     |
| 28.            | Uttarakhand                        | 3346                | 1328                           | 104                           | 20                                                       |
| 29.            | West Bengal UT                     | 355                 | 2050                           | 184                           | 377                                                      |
| 1.             | Andaman& Nicobar Islands           | 0                   | 0                              | 0                             | 1                                                        |
| 2.             | Chandigarh                         | 8                   | 2                              | 7                             | 4                                                        |
| 3.             | Dadra &Nagar Haveli and Daman &Diu | 0                   | 5                              | 3                             | 0                                                        |
| 4.             | Jammu &Kashmir                     | 1112                | 1107                           | 23                            | 14                                                       |
| 5.             | Ladakh                             | 0                   | 0                              | 1                             | 0                                                        |
| 6.             | Lakshadweep                        | 0                   | 0                              | 0                             | 1                                                        |
| 7.             | Puducherry                         | 1                   | 5                              | 24                            | 8                                                        |
|                | Total                              | 35916               | 34789                          | 12952                         | 6252                                                     |

| Annexure - II   | Annexure - II                      | Annexure - II                  | Annexure - II                 | Annexure - II                | Annexure - II                                                |
|-----------------|------------------------------------|--------------------------------|-------------------------------|------------------------------|--------------------------------------------------------------|
| S. No.          | State                              | COMPLAINTS Received in 2017-18 | REGARDING Received in 2018-19 | DELAY IN Received in 2019-20 | DELIVERY OF ARTICLES Received in 2020-21 (Till January 2021) |
| 1.              | Andhra Pradesh                     | 12063                          | 12921                         | 7008                         | 3403                                                         |
| 2.              | Arunachal Pradesh                  | 108                            | 7539                          | 6539                         | 2047                                                         |
| 3.              | Assam                              | 64918                          | 53784                         | 46624                        | 1724                                                         |
| 4.              | Bihar                              | 15692                          | 6405                          | 4993                         | 4554                                                         |
| 5.              | Chhattisgarh                       | 15104                          | 14901                         | 1807                         | 2075                                                         |
| 6.              | Delhi                              | 35038                          | 56179                         | 39008                        | 26637                                                        |
| 7.              | Goa                                | 331                            | 123                           | 4973                         | 4250                                                         |
| 8.              | Gujarat                            | 45050                          | 44713                         | 1636                         | 1276                                                         |
| 9.              | Haryana                            | 73926                          | 134786                        | 40919                        | 16863                                                        |
| 10.             | Himachal Pradesh                   | 5051                           | 14664                         | 9602                         | 3612                                                         |
| 11.             | Jharkhand                          | 2136                           | 1308                          | 921                          | 479                                                          |
| 12.             | Karnataka                          | 22097                          | 79275                         | 63474                        | 32854                                                        |
| 13.             | Kerala                             | 38441                          | 47478                         | 3466                         | 3020                                                         |
| 14.             | Madhya Pradesh                     | 11457                          | 88892                         | 27848                        | 11048                                                        |
| 15.             | Maharashtra                        | 94618                          | 172348                        | 18898                        | 8454                                                         |
| 16.             | Manipur                            | 2317                           | 1576                          | 698                          | 165                                                          |
| 17.             | Meghalaya                          | 1837                           | 1352                          | 1028                         | 910                                                          |
| 18.             | Mizoram                            | 192                            | 385                           | 424                          | 301                                                          |
| 19.             | Nagaland                           | 1158                           | 2269                          | 1698                         | 961                                                          |
| 20.             | Odisha                             | 21819                          | 25989                         | 1586                         | 1282                                                         |
| 21.             | Punjab                             | 7681                           | 6029                          | 5457                         | 4944                                                         |
| 22.             | Rajasthan                          | 5133                           | 22600                         | 21969                        | 22895                                                        |
| 23.             | Sikkim                             | 512                            | 166                           | 201                          | 16                                                           |
| 24.             | Tamil Nadu                         | 24001                          | 38507                         | 30911                        | 16659                                                        |
| 25.             | Telangana                          | 6265                           | 15119                         | 11900                        | 6328                                                         |
| 26.             | Tripura                            | 1007                           | 7983                          | 7115                         | 5319                                                         |
| 27.             | Uttar Pradesh                      | 25315                          | 71358                         | 61328                        | 57370                                                        |
| 28.             | Uttarakhand                        | 4733                           | 5106                          | 3786                         | 3284                                                         |
| 29.             | West Bengal UT                     | 25354                          | 97726                         | 57481                        | 8592                                                         |
| 1.              | Andaman &Nicobar Islands           | 1582                           | 1656                          | 313                          | 287                                                          |
| 2.              | Chandigarh                         | 2                              | 0                             | 12                           | 49                                                           |
| 3.              | Dadra &Nagar Haveli and Daman &Diu | 0                              | 64                            | 31                           | 0                                                            |
| 4.              | Jammu &Kashmir                     | 1279                           | 627                           | 1346                         | 2890                                                         |
| 5.              | Ladakh                             | 54                             | 55                            | 58                           | 20                                                           |
| 6.              | Lakshadweep                        | 4                              | 7                             | 11                           | 13                                                           |
| 7.              | Puducherry                         | 117                            | 91                            | 12                           | 36                                                           |
|                 | Total                              | 566392                         | 1033981                       | 485081                       | 254617                                                       |

## Training programmes conducted to improve behaviour and working skill of staff of Post Offices in the country from 2017-18 to 2020-21 (upto December 2020)

| Year                         | Total Number of officials/officers trained   |
|------------------------------|----------------------------------------------|
| 2017-18                      | 1,07,331                                     |
| 2018-19                      | 3,00,243                                     |
| 2019-20                      | 1,46,082                                     |
| 2020-21 (upto December 2020) | 75,163                                       |

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