The CEPT team developed a handbook for handling complaints in the DOP IT 2.0 software.
This DOP IT 2.0 CRM Handbook PDF is available here.
Visit the link below, download the PDF, and learn how to handle complaints in DOP IT 2.0.
DOP IT 2.0 CRM Handbook PDF Download
FAQ on Complaints Management in DOP IT 2.0
What is the Complaint Management system?
The Complaint Management system is a platform designed to handle and resolve public grievances efficiently within the Department of Posts (DOP). It allows the departmental users to register, track, and process complaints effectively.
Which units can use this system?
The Complaint Management System can be used by all postal and mail units, including Post Offices, Mail Offices, and Administrative Offices, to register, track, and resolve customer complaints efficiently.
How do I access the system?
Users can access the system through the web portal: https://prod.cept.gov.in/employeeportal. Please note that this URL is for training purposes only.
What are the login credentials?
Your username is your 8-digit Employee ID, and the default password is XXXXXX. Upon IT 2.0 rollout, login will be through Trusted Authentication Token (TAT)
How can I register a complaint?
Click on the ‘Complaint Managment’ card, then select ‘Complaint Registration’. Fill in the required fields, select the category, service, and type of grievance, and provide necessary details before submitting the complaint.
What categories of complaints can be registered?
Complaints can be registered under categories like: • Mail/Money Orders (e.g., delayed payments, lost articles) • Financial Services (e.g., account issues, NEFT/RTGS disputes) • Insurance (e.g., delay in claim processing) • Other Issues (e.g., staff misbehavior, corruption)
Can I attach documents while registering a complaint?
Yes, users can upload supporting documents in JPEG or PDF format, with a size limit of 200 KB.
After a customer raises a complaint, where will it reflect?
The complaint will reflect under the ‘Complaint Processing’ section and can be viewed in ‘Pending for Resolution’ or ‘Pending at External Authorities’ based on its status.
Who is authorized to address complaints?
Both operators (functional unit users) and supervisors (administrative users) are authorized to address complaints within their jurisdiction.
If the complaint does not belong to the operator’s office, is it possible to redirect or transfer the complaint to another office?
Yes, complaints can be transferred to the appropriate post office or external authorities for resolution.
How to check/process complaints of my office?
Click on ‘Complaint Processing’ to view and process complaints assigned to your office.
Can I address/process more than one complaint at a time?
Yes, multiple complaints can be processed based on their status and assigned jurisdiction.
Can I close the complaint without seeking Closure Confirmation from the customer?
No, customer confirmation is required before closing a complaint unless directed otherwise by higher authorities. If the customer does not respond within 48 hours, the complaint may be closed as per DOP guidelines.
Does the customer receive any message when I seek Closure Confirmation from the customer?
Yes, the customer receives a notification requesting confirmation before the complaint is closed.
What happens if a customer does not respond to Closure Confirmation?
If the customer does not respond within the time, the complaint may be automatically closed based on the present DOP policy.
What is the time limit for a customer to respond to Closure Confirmation?
The customer is given 48Hours time (or as per present DOP policy) to respond before the complaint is auto-closed.
Does the customer have an option to reject the resolution provided by the DOP?
Yes, customers can reject the resolution, in which case the complaint is escalated for further review.
What are the options available to the customer when responding to Closure Confirmation?
Customers either can accept the resolution, reject it, or request further clarification.
Does the customer have the option to provide feedback and resolution ratings on the resolution provided to them?
Yes, customers can submit feedback and rate the resolution.
What are Escalated Complaints?
Complaints that are marked as ‘Not Satisfactory’ by the customer or those unresolved within the set timeframe are categorized as Escalated Complaints.
Who is authorized to handle such Escalated Complaints?
Escalated complaints are handled by administrative users such as supervisors and higher-level authorities.
Is it possible to seek additional information on a complaint raised from the customer (complainant)?
Yes, departmental users can request additional information from the complainant if needed.
Does the customer receive any intimation or message when additional information is sought?
Yes, the system sends a notification or message to the customer requesting additional details.
What is the time given to a customer to respond to a request for additional information?
The customer is provided with specific time as per the present DOP policy.
What if the customer does not respond to the request for additional information?
The complaint may be closed or further escalated depending on the case.
Can a customer REOPEN a closed complaint by themselves?
No, but they can raise a new complaint referring to the old one.
What are the entities that are considered External Authorities?
External Authorities are the departments which are Air Cargos, Customs Department, and Foreign Administration.
Can a user or operator transfer the complaint to external authorities?
Yes, authorized users can transfer complaints to external authorities for resolution.
If a complaint is transferred to external authorities, will it be processed by them in IT 2.0 software itself?
No, external authority process the complaint in their respective systems, but updates are recorded in IT 2.0.
Can a user or operator check how many complaints are pending at external authorities?
Yes, pending complaints at external authorities can be tracked under Reports & Analytics.