Lok Sabha Question No. 98 (STARRED), answered on 2016-03-02
Subject: Delivery of Postal Articles
Ministry: COMMUNICATIONS AND INFORMATION TECHNOLOGY
Asked by: SURESH KODIKUNNIL, MUTHAMSETTI SRINIVASA RAO (AVNTHI)

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS AND INFORMATION TECHNOLOGY DEPARTMENT OF POSTS

## LOK SABHA STARRED QUESTION NO.98 TO BE ANSWERED ON 2 nd  MARCH, 2016

## DELIVERY OF POSTAL ARTICLES

## *98.     SHRI KODIKUNNIL SURESH:

## SHRI MUTHAMSETTI SRINIVASA RAO (AVANTHI):

Will the Minister of COMMUNICATIONS AND INFORMATION TECHNOLOGY be pleased to state:

- (a) whether  the  Government  has  taken  note  of  inordinate  delay  in  the  delivery  of  postal articles like registered letters, parcels, speed posts, etc. in the country including Kerala;
- (b) if so, the details thereof including the number of complaints received in this regard during each of the last three years and the current year, State/UT-wise; and
- (c) the  corrective  action  taken/being  taken  by  the  Government  to  ensure  timely  delivery  of postal articles?

## ANSWER

## THE MINISTER OF COMMUNICATIONS AND INFORMATION TECHNOLOGY (SHRI RAVI SHANKAR PRASAD)

- (a) to (c) A Statement is laid on the Table of the House.

## STATEMENT TO BE LAID ON THE TABLE OF THE LOK SABHA IN RESPECT OF PARTS (a) TO (c) OF LOK  SABHA STARRED QUESTION NO. 98 FOR 2 nd  March, 2016 REGARDING 'DELIVERY OF POSTAL ARTICLES'.

- (a) Yes, Madam.
- (b) The  details  including  the  number  of  complaints  received  regarding  registered  letters, parcels, speed posts, etc. in the country including Kerala are given in Annexure-I.
- (c) The Government has taken the following corrective actions to ensure timely delivery of postal articles:
- (i) Track & trace facility on the internet has been extended to registered mail in addition to the existing Speed Post articles.
- (ii) SMS based confirmation of receipt of Speed Post article at the delivery Post Office as well as actual delivery has been started.
- (iii) Setting  up  of  Quality  Monitoring  Cells  at  Circle  and  Directorate  level  for  daily monitoring of mail related issues and taking action in case of any irregularity.
- (iv) Setting  up  of  online  Key  Performance  Indicators  under  Mail  Network  Optimization Project that give a real time online information on delivery performance for Speed Post and Registered articles.
- (v) 48  state  of  the  art  Parcel  Centres  have  been  set  up  for  booking,  processing  and delivery of parcels.
- (vi) Nodal mechanized delivery for parcels has been introduced in 12 cities covering core areas.  Delivery  on  same  day  has  also  been  introduced  in  11  cities  in  select  areas. Delivery in extended office hours is being done in 3 cities in identified Post Offices and delivery on public holidays is underway in 6 cities, on pilot basis.
- (vii)  A system of regular visits by senior offices to Post Offices and Mail Offices to check delays in mails transmission/delivery has been set in place and is being monitored on monthly basis.

| Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   | Complaints received regarding inordinate delay   |
|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|--------------------------------------------------|
| S.No.                                            |                                                  | Registered                                       | Registered                                       | Registered                                       | Registered                                       | Parcels (Un-registered & Registered)             | Parcels (Un-registered & Registered)             | Parcels (Un-registered & Registered)             | Parcels (Un-registered & Registered)             | Speed                                            | Speed                                            | Speed                                            | Speed                                            |
| S.No.                                            | Name of the State/ Union Territory               | 2012- 13                                         | 2013- 14                                         | 2014- 15                                         | 2015- 16 (up to Dec 2015)                        | 2012- 13                                         | 2013- 14                                         | 2014- 15                                         | 2015- 16 (up to Dec 2015)                        | 2012- 13                                         | 2013- 14                                         | 2014- 15                                         | 2015- 16 (up to Dec 2015)                        |
| S.No.                                            | Name of the State/ Union Territory               | {1}                                              | {2}                                              | {3}                                              | {4}                                              | {5}                                              | {6}                                              | {7}                                              | {8}                                              | {9}                                              | {10}                                             | {11}                                             | {12}                                             |
| STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           | STATES                                           |
| 1                                                | Andhra Pradesh                                   | 2450                                             | 2129                                             | 2712                                             | 3546                                             | 2106                                             | 1299                                             | 1332                                             | 833                                              | 1786                                             | 1679                                             | 2311                                             | 2091                                             |
| 2                                                | Arunachal Pradesh                                | 48                                               | 76                                               | 87                                               | 63                                               | 8                                                | 15                                               | 24                                               | 10                                               | 86                                               | 94                                               | 105                                              | 89                                               |
| 3                                                | Assam                                            | 3545                                             | 2633                                             | 2037                                             | 748                                              | 135                                              | 919                                              | 567                                              | 498                                              | 2956                                             | 1707                                             | 3315                                             | 3352                                             |
| 4                                                | Bihar                                            | 1104                                             | 1467                                             | 2303                                             | 1384                                             | 222                                              | 732                                              | 1012                                             | 702                                              | 995                                              | 2638                                             | 5061                                             | 1728                                             |
| 5                                                | Chhattisgarh                                     | 8                                                | 4                                                | 6                                                | 2                                                | 3                                                | 2                                                | 2                                                | 4                                                | 12                                               | 10                                               | 17                                               | 4                                                |
| 6                                                | Goa                                              | 236                                              | 164                                              | 150                                              | 171                                              | 75                                               | 90                                               | 81                                               | 61                                               | 125                                              | 139                                              | 121                                              | 189                                              |
| 7                                                | Gujarat                                          | 6787                                             | 6481                                             | 11489                                            | 9972                                             | 728                                              | 1079                                             | 1129                                             | 2292                                             | 537                                              | 750                                              | 669                                              | 1349                                             |
| 8                                                | Haryana                                          | 1627                                             | 1288                                             | 3860                                             | 1145                                             | 341                                              | 469                                              | 695                                              | 391                                              | 2004                                             | 2485                                             | 1791                                             | 2813                                             |
| 9                                                | Himachal Pradesh                                 | 1886                                             | 1665                                             | 1470                                             | 830                                              | 242                                              | 230                                              | 815                                              | 452                                              | 742                                              | 746                                              | 699                                              | 931                                              |
| 10                                               | Jammu & Kashmir                                  | 523                                              | 466                                              | 445                                              | 471                                              | 737                                              | 681                                              | 379                                              | 1920                                             | 430                                              | 442                                              | 640                                              | 1173                                             |
| 11                                               | Jharkhand                                        | 1080                                             | 1237                                             | 1000                                             | 701                                              | 586                                              | 563                                              | 639                                              | 559                                              | 670                                              | 781                                              | 986                                              | 560                                              |
| 12                                               | Karnataka                                        | 2646                                             | 3294                                             | 3842                                             | 4486                                             | 2369                                             | 2570                                             | 3077                                             | 3299                                             | 3258                                             | 8229                                             | 10050                                            | 12056                                            |
| 13                                               | Kerala                                           | 2962                                             | 3287                                             | 3377                                             | 1246                                             | 568                                              | 553                                              | 672                                              | 593                                              | 2234                                             | 2285                                             | 3637                                             | 4007                                             |
| 14                                               | Madhya Pradesh                                   | 5702                                             | 5580                                             | 4578                                             | 2591                                             | 1344                                             | 977                                              | 1100                                             | 1459                                             | 4006                                             | 3590                                             | 3015                                             | 4551                                             |

| 15                | Maharashtra               | Maharashtra       | 8611              | 8611              | 8254              | 9396              | 10872 2006        | 1322              | 3231              | 4822              | 10962             | 13676             | 28444             | 19260             |
|-------------------|---------------------------|-------------------|-------------------|-------------------|-------------------|-------------------|-------------------|-------------------|-------------------|-------------------|-------------------|-------------------|-------------------|-------------------|
| 16                | Manipur                   | Manipur           | 189 268           | 189 268           | 199               | 152               | 209               | 135               | 110               | 89                | 521               | 465               | 521               | 321               |
| 17                | Mizoram                   | Mizoram           | 0 1               | 0 1               | 27                | 6                 | 0                 | 1                 | 15                | 6                 | 0                 | 5                 | 29                | 18                |
| 18                | Meghalaya                 | Meghalaya         | 196 273           | 196 273           | 205               | 217               | 153               | 126               | 118               | 97                | 534               | 491               | 565               | 387               |
| 19                | Nagaland                  | Nagaland          | 40 35             | 40 35             | 50                | 45                | 106               | 120               | 210               | 228               | 225               | 368               | 385               | 430               |
| 20                | Odisha                    | Odisha            | 1476 1526         | 1476 1526         | 1932              | 3729              | 295               | 399               | 1428              | 1027              | 1926              | 2990              | 4001              | 3652              |
| 21                | Punjab                    | Punjab            | 2315 2320         | 2315 2320         | 2118              | 2034              | 420               | 972               | 1458              | 1178              | 1191              | 1133              | 1104              | 1133              |
| 22                | Rajasthan                 | Rajasthan         | 4372 5251         | 4372 5251         | 5448              | 4505              | 1457              | 1901              | 1871              | 1762              | 1996              | 4373              | 5303              | 3048              |
| 23                | Sikkim                    | Sikkim            | 31 28             | 31 28             | 57                | 14                | 0                 | 1                 | 1                 | 0                 | 32                | 29                | 26                | 34                |
| 24                | Tamil Nadu                | Tamil Nadu        | 7534 9314         | 7534 9314         | 7671              | 14520             | 1960              | 7091              | 2649              | 4521              | 2035              | 3572              | 4338              | 4181              |
| 25                | Telangana*                | Telangana*        | - -               | - -               | 333               | 353               | -                 | -                 | 103               | 93                | -                 | -                 | 263               | 303               |
| 26                | Tripura                   | Tripura           | 136 229           | 136 229           | 132               | 135               | 175               | 221               | 196               | 229               | 473               | 553               | 368               | 475               |
| 27                | Uttar Pradesh             | Uttar Pradesh     | 3352 2961         | 3352 2961         | 3245              | 2117              | 1835              | 2539              | 2229              | 1863              | 3544              | 3890              | 4618              | 4065              |
| 28                | Uttarakhand               | Uttarakhand       | 1116 1290         | 1116 1290         | 1389              | 942               | 236               | 326               | 572               | 374               | 1307              | 1324              | 2071              | 1656              |
| 29                | West Bengal               | West Bengal       | 8692 8874         | 8692 8874         | 7487              | 7078              | 3364              | 4720              | 3437              | 3556              | 11316             | 23623             | 18024             | 13422             |
| UNION TERRITORIES | UNION TERRITORIES         | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES | UNION TERRITORIES |
| 1                 | Andaman & Nicobar Islands | 65                | 65                | 72                | 186               | 106               | 80                | 73                | 232               | 175               | 234               | 234               | 353               | 694               |
| 2                 | Chandigarh                | 1271              | 1271              | 1287              | 1331              | 1495              | 587               | 618               | 689               | 697               | 1992              | 2062              | 2901              | 3917              |
| 3                 | Dadra& Nagar Haveli       | 9                 | 9                 | 2                 | 1                 | 0                 | 0                 | 1                 | 0                 | 0                 | 8                 | 5                 | 1                 | 10                |
| 4                 | Daman& Diu                | 11                | 11                | 0                 | 1                 | 0                 | 0                 | 1                 | 0                 | 1                 | 0                 | 2                 | 1                 | 5                 |
| 5                 | Delhi                     | 825               | 825               | 1127              | 1695              | 1501              | 655               | 1019              | 1789              | 557               | 1182              | 1367              | 2669              | 2622              |
| 6                 | Lakshadweep               | 1                 | 1                 | 2                 | 11                | 3                 | 0                 | 0                 | 0                 | 1                 | 2                 | 8                 | 12                | 4                 |

| 7   | Puducherry   |   315 |    94 |    39 |   102 |    42 |    11 |    43 |    13 |   183 |    58 |     62 |    85 |
|-----|--------------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|--------|-------|
|     | Total        | 71161 | 72979 | 80309 | 77282 | 23044 | 31776 | 31905 | 34362 | 59504 | 85803 | 108476 | 94615 |

*The state of Telengana was formed on 02.06.2014.