Public Grievance handling(Q.1-20)

Public Grievance Handling

Q.1.  ................. heads the Grievance Cell under over all control of Member (I&FS).
Ans. (a) DDG(PG&QA)*                                     (b) Director (PG&WS)   
        (c) ADG(PG)                                             (d) ADG(Pension)

Q.2. All complaints pending over ................... with Divisional office will be brought
        to the notice of  Circle office for seeking guidance for their sttlement.
Ans. (a) 15 days    (b) 1 month*             (c) 2 months                  (d) None of these

Q.3. All references in respect of inward complaints should be replied within .............
        from the time of their receipt with complete and correct information by the
        Postmaster concerned.
Ans. (a) 48 hrs*    (b) 72 hrs                   (c) A week                      (d) A fortnight  

Q.4. The following unit head is fully competent to dispose off a public complaint --
Ans. (a) Director, Mumbai GPO                          (b) Director, Kolkata GPO
         (c) Chief Postmasters/ Sr. Postmaster         (d) All of the above* 

Q.5. The prescribed Complaint Register in ........ categories will have to be maintained
         till such time, as 100% handling through the computerised system is not achieved.
Ans. (a) Eight         (b) Ten                  (c) Eleven*                     (d) Thirteen

Q.6. Complaint Register in Customer Care Centre must be reviewed once in every
        .............. by the heads of unit in Division.
Ans. (a) Week*       (b) Fortnight         (c) Month                     (d) None of these

Q.7. Normally complaints relating to unregistered articles pertain to ----
Ans. (a) Non-delivery/ delay in delivery                  (b) Wrong delivery
         (c) Loss of articles/Abstraction of contents    (d) All of the aboove*

Q.8. Complaint relating to VP and Outward Foreign articles, a fee of Rs. .............
        in form of postage stamps should be collected and the same should be affixed
        on the complaints.
Ans. (a)                                   (b)               (c)         (d)

Q.9. Complaint in respect of registered/insured articles should be lodged within ........
        from the date of booking, where a claim is preferred.
Ans. (a) One month   (b) Three months*       (c) Six months     (d) Twelve months

Q10. No compensation is payable since the complaint has been preferred within......
         in  case of loss or damage of registered/insured articles.
Ans. (a) One month   (b) Three months*         (c) Six months     (d) Twelve months

Q.11. An ex-gratia payment of Rs. ......../- is permissible in respect of loss of RL or
           its contents having intrinsic value.
Ans.  (a) 50                 (b) 100*                (c) 150                 (d) 200

Q.12. Complaint Register is maintained in Form No. ............ in Divisional Office.
Ans.  (a) CPT-17       (b) CPT-18           (c) CPT-21           (d) CPT-24

Q.13. If duplicate VPMO is not received within the ......... day(s), sanction for
          payment of the amount to the sender should be issued under intimation to
          the office of payment and its controlling office.
Ans.  (a) 10*              (b) 15                   (c) 20                   (d) 30

Q.14. what is the period within which complaint should be preferred in respect of
          delivery of unregistered articles like ILC/PC/Envelopes/Invitation Cards/
          Periodicals/Magazines?
Ans.  (a) One month (b) Three months (c) Six months*   (d) Twelve months

Q.15. What is the period within which complaints should be preferred in respect of
          registered/insured articles where claim for compensation has been made?
Ans.  (a) One month (b) Three months* (c) Six months   (d) Twelve months   
          

                                

            

Citizen's Charter (Q.41-60)

Citizen's Charter (Q.41-60)

Q.41. What is time limit prescribed for settlement of complait where no 

         investigation is required?

Ans.  (a) 20 days           (b) 30 days         (c) 60 days*        (d) 90 days

Q.42  What is time limit prescribed for settlement of complait where an 

           investigation is required?

Ans.  (a) 20 days           (b) 30 days         (c) 60 days         (d) 90 days*

Q.43.  A customer should lodge his complaint within ........ days of the 

           transaction/availing of a service.

Ans.  (a) 20 days           (b) 30 days         (c) 60 days*       (d) 90 days

Q.44.  What is the Web address of India Post at which an online complaint 

           may be lodged by the customer?

Ans.   (a) www.indiapost.gov.in/ccc         (b) www.pgportal,gov.in

          (c) Both *                                    (d) None of these

Q.45. Select an "Incorrect" answer from the following--  

         1. A complaint may be lodged by the customer at any Post Office in 
             India.

         2. Complaints relating to V.P. article may be lodged at any Post Office 

             including office of booking.*

         3. Indian Postal Network is the largest in the world.

         4. The employee of INdia Post are proud of to be its main strength 
             and serve its customers with a human touch. 

Ans.  (a) 1                   (b) 2*                (c) 3                    (d) 4 

Q.46. Who is the Nodal Officer for handling of grievances at Directorate level?

Ans. (a) DDG(PG)*     (b) ADG(PG)      (c) DDG(HR)       (d) DG(Post)   

       

Citizen's Charter (Q.21-40)

Citizen's Charter (Q.21-40)

Q.21. What is the time standard for payment of Money Orders booked for rest of 

          India except local and between Metro Cities?

Ans.  (a) 1-2 day            (b) 2-4 days             (c) 4-6 days*          (d) 6-7 days 

Q.22. What is the time frame in which SB Account should be transferred when request 

          is for trasfer of account within the same Head Post Office? 

Ans. (a) 1 day*              (b) 2 days                (c) 3 days                (d) 5 days   

Q.23. What is the time frame in which SB Account should be transferred when request 

          is for transfer of account in Post Office under different Head Post Office ? 

Ans. (a) 3 days              (b) 5 days                (c) 7 days*                (d) 10 days  

Q.24. What is the time frame in which SB Account should be transferred when request 

          is made at the transferee Post Office? 

Ans.  (a) 5 days              (b) 7 days                (c) 10 days                (d) 20 days*   

Q.25. What is the time prescribed for for settlement of deceased claim from the time 

          of receipt of completed document?

Ans.  (a) 3 days              (b) 5 days                (c) 7 days*                (d) 10 days  

Q.26. What is the time prescribed norm for issue of Duplicate Passbook in Post Office

          other than Head Post Office?

Ans. (a) 3 days              (b) 5 days                (c) 7 days*                (d) 10 days  

Q.27. What is the time prescribed in Citizen's Charter for interest postig in Passbook?

Ans.  (a) 3 days              (b) 5 days                (c) 7 days*                (d) 10 days  

Q.28. What is service standard prescribed for discharge of Savings Certificate at the 

          Post Office other than office of issue?

Ans.  (a) 5 days              (b) 10 days              (c) 15 days                (d) 20 days*   

Q.29. What is the time prescribed for transfer of Savings Certificate from one office 

          to another one? 

Ans.  (a) 15 days              (b) 20 days             (c) 30 days*             (d) 45 days  

Q.30. What is the time prescribed for issue of duplicate certificates when application
          is received at the office of issue alogwith all required documents?
Ans.  (a) 15 days              (b) 20 days             (c) 30 days*             (d) 45 days

Q.31. What is the time prescribed for issue of PLIand RPLI Acceptance letter and
          Policy Bond?
Ans.  (a) 15 days*              (b) 20 days             (c) 30 days             (d) 45 days

Q.32. What is the perid prescribed in which the case of maturity of PLI/RPLI policy
          settled?
Ans.  (a) 15 days              (b) 20 days             (c) 30 days*             (d) 45 days

Q.33. What is the time prescribed for settlement of of claims on death of PLI/RPLI
          policy holder with or without nomination?
Ans.  (a) 15 days              (b) 20 days             (c) 30 days*             (d) 45 days

Q.34. What is the time prescribed for settlemet of claims on death  of PLI/RPLI policy
          holder where an ivestigation is involved?
Ans.  (a) 30 days              (b) 60 days             (c) 75 days               (d) 90 days*

Q.35. What is the time prescribed for transfer of PLI/RPLI policy from one Circle
          to another Circle from the date of receipt of request?
Ans.  (a) 10 days*            (b) 20 days             (c) 30 days             (d) 60 days  

Q.36. What is the period in which a case of Paid Up policy of PLI/RPLI should be settled?
Ans.   (a) 15 days              (b) 20 days             (c) 30 days*             (d) 45 days

Q.37. What is the period in which a case of Revival and Coversion of PLI/RPLI policy
           should be settled?
Ans.   (a) 15 days*              (b) 20 days             (c) 30 days*             (d) 45 days  

Q.38. What is the period prescribed for settlement of request for loan against PLI/RPLI
          policy/Change of address/ change of nomination/ assignement of policy/ issue of
          duplicate policy should be completed.
Ans. (a) 10 days*                (b) 20 days              (c) 30 days             (d) 60 days

Q.39. What is the time prescribed for issue of acknowledgement of complaint is case of
          web registration?
Ans.  (a) 1 day*                    (b) 2 days               (c) 3 days                 (d) 4 days

Q.40. What is the time prescribed for issue of acknowledgement of complaint received
          through post office?
Ans.  (a) 3 days                    (b) 5 days                 (c) 7 days*               (d) 10 days