India Post Customer Care: Complete, Practical Guidance

What India Post Customer Care Covers

India Post, established in 1854, operates the world’s largest postal network with over 1.56 lakh post offices, approximately 89% of which serve rural areas. Customer care spans core postal products such as Speed Post (launched in 1986), Registered and Insured mail, Business/Logistics Post, Parcels (domestic and international/EMS), Post Office Savings Bank (POSB) services, philately, and value-added services like COD and eMO. The helpdesk also fields queries related to Aadhaar enrolment/updation counters hosted in select post offices and Passport Seva’s POPSK counters (service availability varies by location).

Support includes tracking and delivery issues, address corrections before dispatch, re-delivery arrangements, delivery proof requests, loss/damage/missing-content claims, COD settlement queries, collection/delivery delays, customs-related clarifications for international mail, and POSB service complaints (passbook updates, interest credit, certificates, etc.). Where a matter must be resolved locally (e.g., a misdelivery within a beat), the central helpdesk triggers the concerned division/sub-division for action and provides a ticket/complaint number for follow-up.

Official Contact Channels (Numbers, URLs, Address)

Use only official channels—doing so saves time and ensures your case is logged into the Department of Posts systems. Keep your receipt or account details handy before you call or file a ticket. Most issues can be registered online in under five minutes, and you instantly receive a reference number.

Phone support is best for urgent delivery interventions (e.g., correcting a landmark or arranging re-delivery). Online forms are better for attaching documents (receipts, photographs of damaged items), and they produce an auditable trail for escalations. Social media can help in signposting, but resolution still happens via the core systems.

• Toll-free Call Centre (India Post): 1800-266-6868; Short code: 166 (availability depends on the operator). Typical hours: Monday–Saturday, 08:00–20:00 IST.
• Official website (services, tracking, rates, post office search): https://www.indiapost.gov.in
• Online complaint/grievance portal (Customer Care Centre): https://ccc.cept.gov.in/complaints/
• Tracking (Speed Post/Registered/Parcel/EMS): https://www.indiapost.gov.in/VAS/Pages/trackconsignment.aspx
• Headquarters postal address (for formal correspondence): Department of Posts, Dak Bhawan, Sansad Marg, New Delhi – 110001
• Official social handle (updates/escalation signposting): X/Twitter @IndiaPostOffice

What Customer Care Can Resolve—and What to Keep Ready

For delivery issues (delay, attempted delivery, “addressee not found”), customer care can alert the delivery office, arrange re-attempts, capture additional landmarks, and check whether the article has been missorted or bagged to a wrong hub. For misdelivery, the system triggers verification at the delivery office and beat; if confirmed, recovery is attempted and the sender/receiver are advised next steps.

For damage or pilferage, keep clear photographs of the outer packaging and contents, and do not discard the packaging until instructed. If an insurance was purchased for the article, keep the insured receipt; for COD disputes, keep the booking slip and any settlement intimation. For POSB issues, have your account number, CIF (if available), branch/post office name and PIN code, and a scanned copy/photo of the passbook page showing the last transactions.

Filing and Escalating a Complaint: How to Do It Right

Start by checking tracking. If the status has not moved for more than 48–72 hours on a domestic Speed Post or parcel within the same region, or beyond the published delivery norms for inter-state routes, register a complaint. For international EMS/air parcels, transit legs and customs can add time; however, if tracking is stagnant or shows “Retention” without explanation beyond a reasonable period, file a ticket.

Provide complete details: 13-character tracking number, date and office of booking, full delivery address with PIN code, mobile numbers of both sender and receiver, and a brief, factual description. For damage/short delivery, attach photos and invoice/value proof. For money-related services (COD, eMO, POSB), include transaction IDs and dates.

• Level 1: Lodge at https://ccc.cept.gov.in/complaints/ or call 1800-266-6868. You get a complaint number immediately. Track it via the same portal.
• Level 2: If unresolved by the due date shown in the portal, contact the Division/Sub-Division indicated in the ticket or approach the Senior Superintendent/Director of Postal Services for that PIN code area (contact details are provided in the ticket).
• Level 3: Escalate via the central grievance platform (CPGRAMS) if there is no satisfactory action within the stipulated period shown on your ticket. Quote your India Post complaint number and attach all evidence.

Tracking, Proofs, and Reference Formats

Most trackable India Post articles use a 13-character format: two letters + nine digits + “IN”. Common examples include Speed Post (e.g., EE123456789IN, EK…, EW…), Registered letters/parcels (e.g., RL…, RN…, RP…), and parcels (CP/PP/PR…). Enter the full code on the tracking page exactly as on the receipt. International EMS articles similarly end with “IN” at origin; after export, some partner posts assign a new local code for last-mile scans.

Typical statuses include “Item booked,” “Bagged/Dispatched,” “Received at hub,” “In transit,” “Out for delivery,” “Delivered,” “Attempted—addressee not available,” “RTO initiated” (return to origin), “Missent,” and, for international, “Customs retention,” “Released from customs,” and “Handed over to airline.” For proof of delivery (POD) in many cases, you can request an electronic delivery confirmation through customer care; where required, a certified copy may be arranged via the delivery office.

If a status appears contradictory (e.g., “Delivered” but addressee denies receipt), immediately raise a complaint, cite the tracking code, and request delivery particulars (date, time, beat, name or signature scan where available). Early reporting improves recovery chances.

Refunds, Compensation, and Claims Windows

Compensation and refunds depend on the service and circumstances, and are governed by Postal Rules and the India Post Citizens’ Charter. Loss, total damage, or pilferage of insured articles is assessed against the insured value; non-insured items have limited liability. Delay-related compensation policies differ by product; customer care will advise eligibility after verification of booking class, delivery norms on the route, and cause of delay.

File claims as soon as you suspect loss or damage. For international EMS/air parcels, claims generally need to be initiated within the Universal Postal Union window (commonly up to 6 months from the date of posting). For domestic articles, earlier is better; keep the original receipt, packaging, and any value proof. For COD disputes (e.g., amount discrepancy or non-receipt of remittance), lodge a ticket with the booking slip, COD manifest/reference, and bank details for reconciliation.

Refunds for failed or duplicate electronic transactions (e.g., eMO or certain POSB channel issues) typically credit back to the source account after verification. Provide transaction IDs, date/time, and screenshots if available. Customer care will indicate the expected turnaround time, which can vary based on the involved office and the nature of verification.

Practical Tips to Speed Up Resolution

Always quote your PIN code and the exact post office of booking/delivery when contacting support—India Post workflows are PIN code–routed. Attach clear, well-lit photos for damage or short-delivery cases. If you are a business shipper, include your customer’s contact number and consent to contact, which helps the delivery office quickly arrange re-attempts or clarifications. For time-sensitive articles, call early in the day; delivery beats usually leave in the morning to early afternoon.

For repeat or bulk issues along a specific route, request a case consolidation under a single reference and supply a spreadsheet with item-wise tracking numbers, booking dates, and outcomes. Keep a simple log with dates/times of calls, names (if provided), and actions promised. If you post frequently, maintain a standard checklist: correct address with PIN code and landmark, sender/recipient phone numbers on the label, fragile markings where applicable, and insurance for high-value items. These habits reduce exceptions and make customer care interventions faster and more effective.

How can I complain to the post office in India?

India Post is here to provide timely solutions of your grievances. Register your complaints by calling 1800-266-6868 (Mon-Sat, 9 AM-6 PM) or use our 24/7 IVRS.

How can I contact an post customer service?

By filling out the contact us form at anpost.com/Help-Support/Contact-Us. By completing an online enquiry form. By calling Customer Services on 353 (1) 705 7600. By writing to An Post Customer Services, General Post Office, O’Connell Street Lower, Freepost, Dublin 1, D01 F5P2.

Who to contact if post is not delivered?

Please contact Royal Mail or Parcelforce Worldwide directly, depending on the service you used: Parcel and letter deliveries.

Can I directly call a Post Office?

Call 1-800-ASK-USPS (1-800-275-8777) or TTY: 711. Locate your local post office to speak with your station manager.