The OM has introduced a new standard operating procedure (SOP) to replace previous rules for compensation claims for foreign items (Registered, Parcels, EMS, ITPS).
Aims to guarantee UPU compliance, standardise procedures, and transfer financial authority to FPO leaders.
All Circles and Offices of Exchange (OEs) must follow strictly to the attached SOP strictly.
Ministry officials and postal training centres were among the interested parties who received the document once it was approved by the Competent Authority and sent to them.
Procedure for Settlement of Claims (Outbound Mails):
You may submit a complaint using the India Post Complaint Portal online.
The DNK Portal (after technology development), the Customer Care Centre (CCC), or the booking office may receive the application in physical form.
Timelines:
Registered/Insured/ITPS/Parcel: Within six months of the booking.
Get your EMS quote within four months after making your reservation.
International Postal Service (IPOS) Activities: Postal jobs available
Destination OE has not received the article. Consult with airlines (30 days for electronic enquiries; 2 months otherwise).
We will compensate you at no cost to you if you do not provide proof of delivery (POD) within 28 days.
Not Delivered but Article Received:
the two-tiered query mechanism (L1Q/L2Q) for inquiry at UPU.
If the shipment is still not delivered after tracking verifies it, compensation will be handled.
Compensation Scenarios:
The destination DO (except ITPS) must provide an authorisation code in the event of loss or damage.
As soon as loss or damage is confirmed, compensation is conducted under bilateral agreements (e.g., USA/UK).
Post-arrival 30 days (not including customs time) compensation is authorised, regardless of the destination DO’s answer (ITPS Articles).
Exceptions (No Compensation):
Depletion of mass M The following may occur: bags, customs seizures, force majeure, false claims, or sender carelessness.
Prohibited articles or things destroyed by authorities.
Financial Powers:
Full authority to discipline claims for PS-Group B/JTS/STS officers.
Divisional heads and regional directors are notified of claims from lower-ranking officers.
Documentation Required:
Items for business use: claim form, booking confirmation, sender’s identification, and invoice.
Timelines for Settlement:
Two months (one month for investigation) for outbound claims.
The processing time for ITPS claims is seven business days.
The GL Codes Used for Pay: