Reading Material

Sl. No. Subject Page No.

1 CSI-SAP 2
2 FRMU 10
3 Darpan 11
4 Important Finacle Menus 15
5 IT Project 2012 / 2.0 & 22
Technology related
6 POSB Internet Banking 24
7 Mobile Banking 35
8 Public Grievance Mechanism 41

Senthil
Senthil Kumar.G
c=IN, o=Personal,
postalCode=627007, st=Tamil Nadu,
2.5.4.20=a526f652f2a8e6bb963d671

Kumar.
e90cccfa8d0b6336ece75e5a8ca2260
55153f0264,
pseudonym=560BA293F413E64995E
F028710D784460828AC4F,
serialNumber=8A2E60335AF0468101

G
E3D8402DA10DC66FA699F23A30F4
A07D35003736B7D2CC, cn=Senthil
Kumar.G
2023.04.18 20:18:05 +05'30'

Page 1 of 44
 CSI – SAP
• CSI – Core System Integration
• SAP – System Applications and Products (in Data Processing)
• Developed by TCS
• Facility ID [for General Use] – All Offices
• Profit Centre [for Cash Transactions] – All POs
• Cost Centre [for Posting Expenditure] – All Admn Offices
• Fund Centre [for Budget] – HO...PSD…

• Facility ID : 13 digits
1-2 digits – Category of Office, 3-4 – Circle, 5- region, 6-7 – Division, 8-9 –
HO, 10-11 – SO, 12-13 – BO

• Profit Centre ID – 10 digits

1-2 digits – Circle, 3 – Region, 4-5 - Division, 6 – HO, 7-8 – SO, 9-10 – BO

SSO – Single Sign-on is a centralised login solution module – users can login to
POS and SAP applications without further authentication; however for other web
services like employee portal another login is needed.

Two type of Modules in CSI – Online & Offline

Offline – POS & Postal Back Office.

1. BACK OFFICE (All Supervisory work, Inventory maintenance)

2. POS (Point Of Sale) COUNTER (For all counter operations)
3. BACK OFFICE → IPVS (for despatch)

Online – SAP [ECP – Enterprise Resource Planning Content Production]

CRP – Customer Relationship Management Production
OEP – Operational Evolution Plan
PTM – Payroll Tax Management

DOP Main Screen – ZDOP_MAIN

1. SSS (Staff Scheduling System)

2. DPMS (Delivery and Postman Management System)
3. HRMS (Human Resources Management System)
4. F&A (Finance and Accounting)
5. IPVS (India Post Visibility system –exclusively for RMS)
6. Philately & Franking
7. Sales & Distribution
Page 2 of 44
GL Codes starts with 1 – Receipts, 3 – Expenditure, 8 – SB Receipts & 4 – SB
Payments
Before starting work in the Post office daily, the Supervisor or SPM should run
the following three components in the local server (C:\POSTALPOS_BO)

1. Start database Server.bat

2. Run Mobilink_Client_Daily.bat
(This will obtains configuration data from Central server to local server)
3. Run Mobilink_Client_High.bat
(This will exchange data with Central server)

• POS is offline and syncs with central server at an interval of 4 minutes. Other
modules are online
• EOD is prescribed for POS and every postman in DPMS; there is no EOD for
F&A
• Transactions can be modified at any time before the close of the month
• Through employee portal (http://sapep.indiapost.gov.in:8080/irj/portal) HR
functions as below are performed:

➢ Transfers and substitutions

➢ Leave management
➢ Personal transactions by employee like applying for leave, requests for
bills and advances; viewing pay slips, service books and requests for
modifications
➢ Performance management through APAR
➢ Business Intelligence Reports

• Through Identity Access Management web service

(https://im.indiapost.gov.in/identity) roles in an office for an employee and
user administration functions like resetting password, unlocking accounts etc
are managed.

• Service desk is a web service (http://servicedesk.indiapost.gov.in) to raise and

follow up tickets for resolution by users; mobile app is also available to raise
tickets

• DPMS

➢ Processing of Accountable articles

➢ Receiving Bags
➢ Opening Bags
➢ Invoicing articles
➢ If COD article data is not received in SAP, use ZART_UPLOAD to enter the
article details manually.

Page 3 of 44
 ➢ In case of front end billers, if booking data is not available, use
ZMOCODUPDATE under Transactions -> DPMS Transactions and Reports
menu.
➢ Use ZFACARTCHANGE to change the facility ID or status of an article
(Before returns are taken)
➢ Please note that when articles on which amount is due (COD, VP, customs
duty) a liability is created against the Postman, who is known as vendor
and the line items for this vendor can be viewed using the Tcode FBL1N,
entering vendor ID, date, company code etc., and executing the command.
This will also include eMO cash when issued and all these accounts have to
be settled before the close of the day.
➢ MO Cash entrustment to beats: SAP Treasurer → DPMS → Treasury →
Cash Payment to Postman. Check in ZRFBL3N for DOP cash to ensure
that postings are available

➢ On completion of EOD, the following reports can be generated

✓ Article abstract and eMO abstract with details of articles in deposit

✓ Money order audit report with details of eMOs paid
✓ Using Tcode ZIPVSREP generate report of bags received, opened,
closed and dispatched
✓ If any bulk booking customer is available and requires report of
articles booked and delivered, use Tcode ZDPMSCUSTDEL and
generate list for the period and type of article and furnish
✓ Bag received and articles received report in IPVS Transactions and
Reports link

• COUNTER TRANSACTIONS

Operator can perform various types of counter transactions that include the
following:
✓ Sale of stamps and stationery
✓ Booking of all types of mail transactions
✓ Booking of eMOs
✓ Accepting ePayment transactions
✓ Performing franking machine transactions
✓ Accepting miscellaneous transactions

• Miscellaneous transactions - Certain transactions which are not

classified in the above group are handled through this. The following
transactions can be handled:

✓ Post bag, postbox, post bag and box

✓ Pledge fee and pledge release fee
✓ Accepting prepayment for Registered newspaper

Page 4 of 44
 ✓ Inland Recall of articles
✓ Tender application fee and EMD
✓ Cable TV grant
✓ Postal identification card
✓ Other Services
o Media Post
o Business reply permit
o Departmental examination fee
o Aadhaar update fee
o Parcel packing charge
✓ Business services

• FINANCE & ACCOUNTING

Two types of cash – DOP cash and POS cash. POS cash is with the counter
and at the end of the day, POS cash balance should be 0. DOP cash is the
cash with the treasurer and the DOP cash balance is the balance with the
office

The following transactions are performed by treasurer using this module.

1. Exchange cash with POS treasurer

2. Entrust and receive cash to/from postmen/entrusts cash for window
payment
3. Make remittances to sub offices and receive remittances
4. Remit cash to bank and draw cash from bank
5. Make entry of cheques issued to customer and remit cheques collected
to bank
6. Post transaction entries of cheques accounted in CTS system if
available in the office
7. Carry out reconciliation functions when scrolls are received
8. Make payroll payment to employees
9. Make vendor payments
10. Make miscellaneous payments and receive miscellaneous collections

Each transaction item is recognized by a GL code in CSI module for finance

posting.

• CSI HR Payroll

✓ PA30 is nothing but, it is our Pay bill Register (PBR).

✓ Master Record Data is our Establishment Register.
✓ Pay sheet will be our Bill Register 1,2,3
✓ Offcycle Payments is our Supplementary Bills

Page 5 of 44
 Procedure to be followed by DDOs

1. Control Record will be set to “Released” for Payroll by CO. During this time
DDO cannot access PA30. DDO will perform Live run and Generate
Paysheet and note the data for corrections.

2. Control record will be set as “Released for corrections” by CO. Now DDO
will make required corrections in PA30.

3. When all corrections made, CO will set control to “Released” for Payroll.
During this time DDO will perform Live Run and check Paysheets. If still
needs correction, the control Record will be set as “Released for Correction”
by CO and DDO can do the corrections.

4. When all Corrections are over, Again Run Final Run Simulation after
changing control to “Released” for Payroll.

5. Control Record will be set as “Exit Payroll” by CO. Now DDO will do Live
Posting. Amount will be booked in Corresponding General Ledger.

6. DDO will generate schedule for bank using the Tcode ZPAY_BANKCREDIT
and DDO will transfer files to Finacle through POSB Interface.

Employees can get Salary Slip, GPF Balances through ESS Portal.
All recovery schedules are available in ZPY_MENU-Reports-Recovery Schedules.

Document Type:

SK – Cash Document
PB – Savings Bank
PL – Insurance
BR – Bank Remittance
DB – Drawings from Bank
DZ – Customer Payment (ex : BNPL)
KZ – Vendor Payment (ex: Purchase of Diesel)
RV – eMO Issue / iMO Booking
AB – Reversal document

Some important T-Codes: SU01D (Role mapping)

PA-30 (User details)
FB03 (Display documents)
FB08 (Reversal of documents)
F-03 (Manual Transit adjustments) – DH only
ZMO_RICT_DATA – Generation of BO Slip
ZBOSLIP – Printing of BO Slip

Page 6 of 44
Some important GL Codes: POS Cash – 4867100011
DOP Cash – 4867100010
Transit - 4867100000
Cheque in Transit - 4867700013

Cash Remittances:

Four type of cash remittances:

1. Drawn from Bank

2. Remitted to Bank
3. Cash Request → from SO to HO & BO to SO
4. Excess Cash Transfer → from SO to HO & BO to SO

T-code for Cash Remittances is ZFFV50

T-code when cash is drawn using Bank Cheque leaf is FCH5
Memo of Remittance – ZMEMO_REMIT
Cash Request – ZFFV50

To view any General Ledger (earlier TCB)

Use ZFBL3N
GL Account No. (4867100011 etc.,), Profit Centre ID, Posting Date

To view DTR (earlier SO Daily Account)

Use ZFR_DAY_NEW

Voucher Posting:

Three types of Vouchers [1. Treasurer Cash Receipts / Payments (type in SAP is
SK), 2. Postal Bank Transaction (type is SAP is PB & 3. Postal Life Insurance
(type in SAP is PL).

Three methods of Posting Vouchers

1. F-02
2. FB50
3. CSI Utility Tool (Posted using ZBF07)

Stamps & Stationery:

MB51 – Shows stock of Stamps for a given date at various storage locations
MB52 - Shows type of Stamps, Stamp name, Quantity and its value
MB5T – Shows transit stamps also.
MB5B – Shows material transactions between a period
ME21N – Indent to CSD
MB90 – to print goods receipt invoice.

Page 7 of 44
Movement of Stamps – use the Tcode MIGO

1. Goods Receipt
2. Remove from Storage
3. Place in Storage

Storage Locations: TR01 – Treasury / CS01 – Counter / SO15 – SO / B151 - BO

Cash Balance: ZFI_POS_BAL or ZFBL3N with GL code

Daily Account– ZFR_DAY_NEW
Checking GLs – FAGLL03

T-Codes for monitoring purpose

1. ZFRDAILY – previous days transactions of a profit centre

2. ZFI_POS_BAL – POS Cash balance of a profit centre
3. ZFI_CASHBAL – DOP Cash balance of a profit centre (also MAB)
4. ZFI_SCHEDULES – Drawing from Bank / Remittance to Bank
5. ZFI_RECON – Bank Reconciliation
6. FBL1N – Postman Cash pending
7. ZFI_CASHTRANSFER – Cash Remittance details
8. ZFI_TRACT – One-time Customer liability
9. FAGLL03 – To check different transactions
10. ZEMOUNPAIDREP – Pending eMOs for one month at a time
11. ZEMO_UNPAID – Details of pending eMOs
12. MB51 – Stock of materials on a given day

Some other important menus/T-Codes

1. Advance Customer Settlement – F-32

2. Making Payments to E-Billers – ZFI_EPAYMENT
3. CRP

Following roles must be available for CRM access:

a) CRM_COMPLAINT_HANDLER
b) CRM_CUSTOMER_CREATION
c) DOP_COMMON_ROLE
d) SAP_CRM_UIU_IC_AGENT

4. BNPL Related

a) Detailed booking report of the Booking Unit – ZREV

Page 8 of 44
 b) Customer wise detailed booking report – ZBNPL_NEW
c) Report for Advance Customer Transactions – ZADVANCE
d) Advance Deposit – ZADVANCE_DEPOSIT
e) Advance Deposit Receipt – ZADVANCE_PRINT
f) Customer Contract Modification – VA42
g) Creating background job for BNPL Billing – VF06
h) Editing work list for Invoice List – VF24
i) Finding Bill Invoice number – VF25
j) Obtaining invoice number based on booking office Profit Centre –
FBL5N
k) Printing Invoice (Bill) – VF23

5. Reversal of a Document – FB03 (To get the clearing document – Document

Display), FBRA (Resetting the cleared item – Cancellation of reversal entry)
& FB08 (Reversing the cleared item – Reversal of the document)

6. Assigning Temporary Substitute for work flow from user A to user B

- SBWP

7. SAP – F & A is an integrated module; having the integration with DPMS,

SD, POS, etc. Error in data flow from any of these modules may reflect in
non-reflection of transactions & thus, non-tallying of balances. Offices can
use the following report to check the error & trace out major causes for non-
tallying of daily balances with T-code ZFI_Track at one go, instead of
checking tables /GL wise through FAGLL03 which is time consuming.

8. Budget T-Codes

T-Code Description
ZFMBC Actual Budget OR Budget Upload (BE)
ZFBUDGETI Vote on Budget
ZFBUDGETP1 Revised Estimate & Budget Estimate – Fund
Demand - (RE & FG)
ZFBUDGETP2 Change Fund Demand – (RE & BE, RE & FG)
ZFBUDGETP3 Display Fund Demand
FMEDD Budget Document Display (To check any type of
Budget Document posted)To shows all level
approval
ZFMBUDGETD Supplementary Budget / Reappropriation of Budget
(SPL)
ZFMBUDGETR Surrendering of Budget (RET)
ZFT05 Workflow Overview
To see status / levels of Approval of Budget
FM5E To view Hierarchy / To see workflow
Page 9 of 44
 ZFBUDGETBB Approved Distribution & Allocation of Budget
Approval of Budget by Ministry of Finance
Posting of Budget by each Office
ZFMRP_RW_BUD To view Budget Consumption Report
CON
ZFMBB1 Budget Planning Report *
ZFRE Revised Estimate Report of Budget
SWIA Auto Approval of Budget at Backend
SE16N General Table Display
= ZFI_BFDI_INIT

FRMU (Fraud Risk Management Unit) Scenario

CBS – 1. Revival of Silent Accounts

2. Premature Closure
3. NSC/KVP Discharge
4. Agents Transactions
5. Closure of all discontinued accounts schemes
6. Others
7. RD Loan
8. Idle Accounts
9. Online Transactions

CSI - 1. FM Recharge_Reversals
2. SO-BO Remittances

All CSI- SOPs can be downloaded from : https://utilities.cept.gov.in/csi/

All type of reports available at : https://mis.cept.gov.in

(Refer Director Lr No. FS-13/7/2020-FS-Part(1) dated 16.06.2022

Page 10 of 44
 DARPAN
(Digital Advancement of Rural Post Office for a New India)

Primary Business Goal –

- To improve quality of Service

- Add value to Services
- Achieve ‘Financial Inclusion’ of un-banked rural population, while
taking advantage of this opportunity to increase revenue traffic.

Applications Available in the Darpan Device [MCD – Main Computing Device]

CommonApp – System App

DEMOBOOKING - Booking
DELAPPS - Delivery
CBSDOP – POSB
PLIDOP – PLI / RPLI
BPMDVMGMT – RICT Admin

Salient Features on CSI Darpan

1) Speed Post, eMO, can be booked through DARPAN Device.

2) No rebooking is required at SO Level after BO Booking and electronic
receipt (starting with RT, ET) can be handed over to customer after
booking at BO. The customer will able to track the same in indiapost
website.
3) After Delivery of VP articles, VPMO can be booked directly through
Device.
4) Delivery or return status of articles and eMO to be updated through
Device; no further updation is required at SO Level. i.e., status updated
through Device is final and not changeable. So, in that point always keep
vigil watch while updating delivery or return status of any article or eMO.
5) Stamp Sale can be made through Device.
6) BPM will prepare Daily Account electronically and print out can be sent
to SO.
7) BO will close BO Bag with Barcode like SO (for Tamilnadu Circle Bag
Barcode will start with LBT).
8) In this new system BPM cannot detain excess cash beyond Authorized
Cash Balance Limit without showing liability. System will through error
automatically during closing of BO Bag.
9) Electronic BO Slip from SO.
10) BPM can view/print his Pay Slip through Device.
11) BPM can apply Leave through Device.

Page 11 of 44
DEMOBOOKING –

➢ Day Begin
➢ Regd. Letter Booking
➢ eMO Booking
➢ Speed Post Booking
➢ Parcel Booking
➢ Search/Cancel/Duplicate
➢ Product Sale
➢ Inventory Report
➢ Transactions Report
➢ Cash Balance Report
➢ Cash/Card Report
➢ VPMO
➢ Document
➢ CBS/PLI (entering the total amount only)
➢ Misc. Transaction
➢ Special Remittance-> Request Creation [Request Status –
Acknowledgement Pending / Acknowledged] In SAP -> ZFI_BOCR
➢ Day end
➢ BODA Report
[Accept Liability or Cash to AO] [Banking or Insurance liability & eMO]
➢ APPLY LEAVE, Payroll
➢ File Status

DELAPPS –

✓ Bag Open (LBT…) [Scan to BO Bag label]

Scan articles one by one,
✓ Scan BO Slip – Receive Cash, Stamps & Documents],
✓ Invoicing (Deposit Articles & eMO)
✓ Register,
✓ Speed,
✓ eMO,
✓ Parcel,
✓ Print Slip,
✓ Home->[Cash Type :Cash to GDSMD or from GDS MD] & [Cash Category -
> eMO, Register & Parcel]
✓ Search,
✓ Bulk Delivery,
✓ Window Delivery,
✓ Home->Reports (Abstract Report),
✓ Bag Close

Page 12 of 44
 A) The following figures will be reflected automatically in Daily Account:

1. Booking figures of Registry, Speed Post, Parcel, eMO booked at BO (Postage

and without Postage).
2. VPMO Booking Amount.(VPMO Value + VPMO Commission)
3. Figure of delivered COD Articles will be reflected as “COD Collection” in
Daily A/c.
4. In case of Delivery of Parcel Delivery if Custom Duty involved, then the
same will be reflected as “Custom Duty Collection”.
5. Unpaid Postage Amount if any.
6. If Postage Sale done then the same will be reflected as “Postage Realized in
Cash for Sale of Postage Stamp” in Daily A/c.
7. eMO Paid
8. Cash received from SO will be reflected as “Cash from AO” at Receipt Side
and if Cash sent to SO, then will be reflected as “Cash to AO” at Payment
Side in Daily A/c.

B) The following figures will not be reflected automatically in Daily Account:

1. Works related to RPLI/PLI.

2. Bill Payments
3. Excess Cash found at Counter which called as “UCR”

Offline Data Transfer through Pen Drive (USB)

Sometimes due to non-accessible of network connectivity, device may show the

message like "Files Pending, Mount USB". That means, your Bag Closing
information has not been reached at Central Server due to non-availability of
Network. For such cases, pen drive has to be connected in the USB Port of the
device and the data to be transferred for manual updation through MDM Portal.

Options: Offline Upload, Offline download & Download acknowledgement.

PLI DOP

❖ Premium Collection
o PLI/RPLI Collection
▪ Renewal
▪ Initial Premium
▪ Loan
▪ Miscellaneous
o Receipt Cancellation
o Print Duplicate
❖ New Business Quotes [PLI/RPLI]
❖ Quote Generation [for Surrender / Loan / Revival]
❖ Proposal Indexing
Page 13 of 44
 ❖ Service Request Indexing [Maturity Claim / Death Claim / Loan / Surrender
etc]
❖ Policy Search
❖ Status Request
❖ Reports
o Day end Collection report [Counter Transactions]
o Daily Indexing report [Service Requests]
o Daily Summary report [Initial, Renewal, Revival, Rebate, Default]

CBSDOP

Cash Deposit
Cash Withdrawal [Signature / Aadhaar / Procedural]
Mini Statement
Daily Transaction Report
Open New Account
High Value Withdrawal [Request Creation]
New Account Enquiry

MDM (Mobile Device Management) Portal

BPM/Admin Management
Device Management [Offline Application Manage – for USB download]
User Management

*********

Page 14 of 44
 Important Finacle Menus
(1) CIF
Sl.No Name Of Finacle Short Key
Functions / Command/ Menu
1 Check duplicate CIF CDEDUP
2 Creation of CIF CCRC
3 Verification of CIF CCRC
4 Modification Before Verification CCRC
5 Modification After Verification CMRC
6 Suspension of CIF CMRC
7 Merger of CIF HCCA
8 Inquiry of CIF HCRV

(2) SB
Sl. Name Of Finacle Functions Short Key /
No Command/ Menu
1 Open Account CASBAO
2 Verification of Open Account CASBAV
3 Modification Before Verification CASBAOM
4 Modification after Verification CASBAM
5 Change Account Scheme HACXFRSC
6 Cash Transaction CTM
7 Transfer Transaction CXFER
8 Passbook Printing HPBP
9 Calculate Interest Before Closure HACINT
10 Close / Verify Account HCAAC
11 Find Out New Number From old number CNAC
12 Change status Minor to Major HCBM
13 Standing Instructions Maintenance HSSIM
14 Marking / Removing Lien HALM
15 Freezing / unfreezing Account HAFSM
16 Marking/Revoking Stop Payment of Cheque HSPP
17 Verification of Marking/Revoking Stop HSPPAU
Payment of Cheque
18 ECS Mandate Maintenance HECSM

(3) Vault Operations

Sl.No Name Of Finacle Short Key /
Functions Command / Menu
1 View Teller Cash Balance HTCPIAE
2 Move Cash From Vault To Teller HTM
3 Move Cash From Teller To Vault HTM

Page 15 of 44
 (4) Inventory

Sl.No Name Of Finacle Functions Short Key /

Command/ Menu
1 Add Inventory HIMC
2 Split Inventory Own Location HISAI
3 Split Inventory Other Location HISIA
4 Merge Inventory Own Location HIMAI
5 Merge Inventory Other Location HIMIA
6 Issue Cheque Book To Customer HICHB
7 Enquiry of Cheque Book HCHBM

(5) Time Deposit

Sl. Name Of Finacle Functions Short Key /

No Command/ Menu
1 Open Account CMISAOP
2 Verification Opend Account CMISAOPV
3 Modification of Account before verification CMISAOPM
4 Modification of Account After verification CMISAM
5 Funding by Cash CTM
6 Funding by Transfer CXFER
7 Transaction Inquiry HTDTRAN
8 Renewal Account HTDREN
9 Close Account HCAACTD
10 Verification of Closure HCAACVTD
11 Payment of Cash after Closure HCASHPND

(6) Monthly Income Scheme

Sl. Name Of Finacle Functions Short Key /Command

No /Menu
1 Inquiry on Holding amount CLIMIT
2 Open Account CMISAOP
3 Verification of Opened Account CMISAOPV
4 Modification of Account before Verification CMISAOPM
5 Modification of Account After Verification CMISAM
6 Close Account HCAACTD
7 Verification of Closure HCAACVTD
8 Account Ledger Inquiry HACLI
9 Payment of Interest – Dr to Sundry HTM

Page 16 of 44
 (7) SCSS

Sl. Name Of Finacle Functions Short Key /

No Command / Menu
1 Open Account CSCAOP
2 Verification of Opened Account CSCAOPV
3 Modification of Account Before Verification CSCAOPM
4 Modification of Account After Verification CSCAM
5 Close Account HCAACTD
6 Verification of Closure HCAACVTD

(8) NSC/KVP

Sl. Name Of Finacle Functions Short Key /

No Command / Menu
1 Open Account CSCOAAC
2 Verification of Opened Account CSCOAACV
3 Modification of Account Before Verification CSCOAACM
4 Modification of Account After Verification CSCAM
5 Printing NSC HDRP
6 Close Account CSCCAAC
7 Modification of KVP Account CSCACM
8 Closure of KVP CSCCAAC
9 Transfer of KVP HCCA
10 Balance Inquiry in KVP HACLITD

(9) NEFT/RTGS

Sl. Name Of Finacle Functions Short Key /

No Command / Menu
1 NEFT/RTGS transaction (Fund transfer to other HPORDM
banks)
2 Inquiry of NEFT/RTGS transaction HSMI

Page 17 of 44
 (10) RD

Sl. Name Of Finacle Functions Short Key /

No Command /
Menu
1 Open Account CRDOAAC
2 Verification of Opened Account CRDOAACV
3 Modification of Account Before Verification CRDOAACM
4 Modification of Account After Verification CRDACM
5 Account Transaction Maintenance CRDP
6 Account Ledger Inquiry HACLI
7 Creation of Agent HDSAMM
8 Bulk Acceptance HAGTXP
9 Close Account CRDCAAC
10 Verification of Closure CRDCAAC
11 Open Loan Account CAOLARD
12 Verification of Opened Loan Account CAOVLARD
13 Modification of Loan Account before CAOMLARD
Verification
14 Modification of Loan Account After CACMLARD
Verification
15 Disbursement of Loan Amount LARDD
16 Unscheduled Loan Repayment HLAUPAY
17 Scheduled Loan Repayment HLASPAY
18 RD Loan Account Pay Off HPAYOFF
19 Close Loan Account CAACLA
20 Verification of Loan Account Closure CAACLA

Page 18 of 44
 (11) EOD/BOD

Sl. Name Of Finacle Short Key /

No Functions Command/ Menu
1 Check SOL Status HSSI
2 Financial Transaction Inquiry HFTI
3 Audit file Inquiry HAFI
4 All Pending activities report HSVALRPT
5 SOL Change of Operating Date HSCOD
6 SOL Closure Operations HSOLCOP
7 SOL Closure for Last Day HSCOLD

(12) Out Station Cheque

Sl. Name Of Finacle Functions Short Key /Command

No
1 Lodge Cheque HIRM
2 Realize Cheque HIRM
3 Dishonour of Cheque HIRM
4 Enquire on Remittance HINWREMI

(13) PPF

Sl. Name Of Finacle Functions Short Key /

No Command
1 Open Account CPPFAO
2 Verification of Opened Account CPPFAV
3 Modification of Account before Verification CPPFAOM
4 Modification of Account After Verification CPPFAM
5 Funding CPDTM
6 Part Withdrawal CPWTM
7 Unfreeze Account HAFSM
8 Extension of Account PPFAEXT
9 Calculate Interest before Closure HACINT
10 Close Account HCAAC
11 Open Loan Account CLPPFAO
12 Verification of Loan Account CLPPFAOV
13 Modification of Loan Account Before CLPPFAOM
Verification
14 Modification of Loan Account After Verification CLPPFAM
15 Disbursement of Loan Amount CPWTM
16 Repayment of Loan Amount CPDTM

Page 19 of 44
17 Closure of Loan Account Step-1 CLPR
18 Closure of Loan Account Step – 2 HACINT
19 Closure of Loan Account Step – 3 HCAAC

(14) CLEARING

Sl. Name Of Finacle Functions Short Key /

No Command
1 Lodging of Instruments HOMSO
2 Report Generation for Lodged Instruments HOMSOEX
3 File Download of SO By HO HTRFTOPC
4 File Upload by HO HCLUPLD
5 Outward Zone Open/Suspend/Release/ Regularise HMCLZOH
6 Outward Clearing Cheques Lodging in the Zone HOCTM
7 Outward Clearing Cheques Bulk Verification HOCTMV
8 Marking Cheques Pending HMARKPEN
9 Revoking Pending Status HREVPEND
10 Inward Zone Open / Suspend / Validation Run / HMICZ
Post / Close
11 Upload inward clearing file HRMI
12 Verify and POST I/W Clearing records Return HICTMO
Marking
13 Report of I/W Clearing Rejects HREJREP

(15) REPORTS

Sl. Name Of Finacle Functions Short Key /

No Command
1 Account Interest Inquiry HAITINQ
2 Interest Details Inquiry HINTTI
3 Print inward clearing statement HPICSL
4 Print inward clearing validation report HMICZ
5 Clearing rejection report HREJREP
6 Inward Remittance Details Report HINWREMI
7 Outward Remittance Details Report HOUTREMI
8 Outward Clearing Instrument Inquiry HOIQ
9 Transfer File to PC HTRFTOPC
10 Account Ledger Inquiry HACLI
11 Customer Search HCRV
12 Report Generation HFINRPT
13 Financial Transaction Inquiry HFTI
14 Teller cash Position Inquiry Employee HTCPIAE
15 Teller cash position Inquiry Currency HTCPIAC
16 Outward Cheques Inquiry HOCI

Page 20 of 44
17 Old Accounts Details Look Up CNAC
18 Account Freeze / Unfreeze HAFSM

(16) Other Reports

Sl. Name Of Finacle Functions Short Key / Command/

No Menu
1 Print Report HPR
2 Exceptions Report HEXCPRPT
3 General Report HGR1
4 Generate Stop Payment Register HSPRG
Report
5 Shroff Cash Report HSCWRPT
6 Memo pad Maintenance HMEMOPAD
7 Account Details HACDET
8 General Details HGDET
9 Pending installment List (RD) HGDET
10 Customer accounts maturities HCUMAT
11 Term Deposit of the customer HCUTD
12 Deposit Transactions Report HDTRS
Summary
13 Term Deposit Renewal History HRENHIST
Details of Accounts
14 Tax Report Options HTDSIP
15 Customer Wise TDS Report HTDSREP
16 Financial Transaction Report HFTR
17 A/c. Shadow Balance Inquiry HACSBIO
18 A/c. Balance Details HACDET
19 Inquire on General Details of HACCDET
Account
20 Inquire on standing instructions HSSII
maintenance
21 Standing Instructions Reports HSIREPTS

Page 21 of 44
India Post Project – 2012 to IT Modernisation Project 2.0

• IT Modernisation Project approved on November 2012 as a Mission-mode e-

governance project with an outlay of Rs.4909 Crores.

• The Project was implemented in eight segments

Sl Name of the Project Vendor

No.
1 Data Centre Facility [DCF] DC – Navi Mumbai w.e.f 03.04.2013
DRC – Mysuru w.e.f 15.05.2015
Reliance Industries Ltd
2 Network Integrator [NI] Sify Technologies Ltd
3 Financial Services System Infosys Ltd
Integrator [FSI]
4 Core System Integrator [CSI] Tata Consultancy Services
5 Rural System Integrator [RSI] Infosys Ltd
6 Rural Hardware [RH] TCIL-RICOH
7 Mail Operations Hardware Circles [Procurement of hardware to
[MOH] Mails Offices & hand held devices to
Postmen]
8 Change Management [CM] Tata Consultancy Services

• Total number of ATMs – 1000

• First ATM Service of the Department – Thyagaraya Nagar HPO Chennai on
25.02.2014
• ATMs become inter-operable with other Banks since 30.12.2016
• Intra-operable Internet Banking (eBanking) Service has been made functional
from 14.12.2018
• Mobile Banking has been launched on 15.10.2019
• Jan Suraksha Schemes (PMJJBY Pradhan Mantri Jeevan Jyoti Bima Yojna &
PMSBY - Pradhan Mantri Suraksha Bima Yojna) launched in all CBS Post
Offices w.e.f 07.09.2015.
• APY (Atal Pension Yojna) launched w.e.f 01.12.2015.
• Implementation of Outward ECS Facility: The provision for payment of interest
of MIS/SCSS/TD accounts and credit of maturity value for TDA type of accounts
(MIS/SCSS/TD/RD/KVP/NSC) into account holder’s Bank Account has been

Page 22 of 44
 implemented in Finacle through ECS Outward Credit functionality from the
month of May 2021.
• India Post toll-free number 18002666868.
• Rollout of CBS-CTS Integration
• The Account holder(s) of Post Office Savings Accounts standing in RICT-CBS
branch post offices may avail ATM, e-Banking & m-Banking facilities from
01.08.2021.
• Parcel Hubs – 71 Level 1 & 119 Level (Total 190) as on 31.03.2022
• A number of API (Application Programming Interface) for two-day exchange of
data between DOP and its Customers have been made available such as Pick-
up API, Tariff Calculation API, Pincode validation API, Scan event API,
Routing API, Label Generation API and Cancellation API.
• Online Payment through QR UPI in POS Counters w.e.f 16.04.2022.
• UPI QR Code deployment at all BOs w.e.f 30-31st May 2022.
• PLI Directorate has brought out a “PLI Mobile Training App” w.e.f 12.10.2022
[During National Postal Week 2022]
• 25085 CBS Post Offices as on 31.12.2022.
• Management of DOP ATM has been handed over to IPPB w.e.f 30.08.2022
• PAN Validation through NSDL was implemented w.e.f 25.01.2022 in Finacle
• ePassbook facility has been launched w.e.f 12.10.2022
• Restriction to link one mobile number with maximum of 5 Customer
Information Files (CIF) has been implemented.
• NPS Online facility has been made available to the customers w.e.f 26.04.2022.
• Inter-operability solution through NEFT was deployed w.e.f 18.05.2022. RTGS
was deployed w.e.f 31.05.2022 with IFSC Code IPOS0000DOP
• 159251 Post Offices as on 31.03.2022.
• Dak Karmayogi Portal launched w.e.f 28.06.2022 by Hon MoC & MoSC.
• DOP IT Modernization Project 2.0 – Project outlay Rs. 5785 Crores

*******

Page 23 of 44
 POSB - Internet Banking
1. What is the URL for DOP internet Banking?

The URL for accessing DOP Internet Banking is https://ebanking.indiapost.gov.in

2. What are the pre-requisites for availing DOP Internet Banking?

Valid Active Single or Joint "B" Savings account standing at CBS enabled B
ranch Post Office, Sub Post Office or Head Post Office.
Provide necessary KYC documents, if not already submitted
Valid unique mobile number
Email address
PAN number

3. How to register for DOP Internet Banking?

Visit your home branch, fill the pre-printed application form and submit with
required documents. Your DOP internet banking service will be ready for
activation from next working day of registration of the request from the Post Office

4. How will I come to know about my DOP internet banking activation?

Once the request is processed successfully, an SMS alert will be delivered to your
registered mobile number within 48 hours

5. What is my customer ID?

Customer ID is the 9 digit CIF ID printed on the first page of your Passbook

6. What should be done once I receive an SMS alert regarding DOP Internet
Banking activation?

Open the DOP Internet banking page using the URL mentioned in the SMS and
use the hyperlink “New User Activation” in the home page. Fill the necessary
details and configure your Internet Banking login (Sign on) password and
transaction password. Now login and configure security questions and answers
along with Passphrase. These two steps are mandatory for successful activation of
your internet banking user ID

7. Why should I configure Security questions and answers during first time login?

Security questions and answers are required to be used when you forget your
Login or transaction password or both
Page 24 of 44
8. Whether both login and transaction passwords can be same?

No, it cannot be the same

9. What is the permissible limit for wrong login/transaction password attempts?

Permissible incorrect attempts are 5

10. What if I type my login password or transaction password wrong for 5 times?

In case login password is entered wrongly 5 times, your user ID will be disabled
from logging in. In case the transaction password is entered wrongly for 5 times,
transaction rights will be disabled. In such cases, please change your password
using ‘Forgot Password’ option in login page and login with correct password

11. What is the procedure to get my login rights or transaction rights enabled?

Please address the issue by mentioning the CIF ID/Account ID to

dopebanking@indiapost.gov.in from your registered email ID with the issue
details

12. What if I forget my password?

Use forgot password? link in the eBanking home page. Below options are available
to reset the password. Follow the instructions prompted by the applications during
reset.
Using Security Questions and Answers
Using Account Number and Date of Birth

13. Can I view all the accounts of the Joint Holder in Internet Banking?

Joint accounts can be viewed if both the customer IDs are linked for the same
account. But Single accounts of a joint holder can be viewed by that account holder
only in their internet banking login

14. What if my password expires during login?

DoP eBanking application will prompt you to change the password during login
and follow the displayed instructions

Page 25 of 44
15. Even after entering right password, application is not allowing to logging in.
What should I do?

If user has not logged in for more the 180 days, password will get expired and the
same should be intimated via email to dopebanking@indiapost.gov.in from your
registered email ID. Once the same is enabled at DoP level, an email will be sent to
your registered email ID. After getting the user id enabled, Use forgot password
link available in the home page and follow the instructions

16. Can my user ID be changed?

Yes, the user ID can be changed only once under My profile > Update channel
login ID option

17. What if I forget security questions and answers and password?

Use the option Using Account Number and Date of Birth to reset the password
under Forgot Password link available in the ebanking home page and login to the
ebanking application

18. What if some of my Post office accounts are not visible in my internet banking
login?

Please visit the home branch PO of that account to change the customer ID/CIF ID
with the eBanking registered CIF/Customer ID

19. What is IFSC of DoP for NEFT and RTGS?

All India single IFSC for Department of Posts is - IPOS0000DOP

20. Can I transfer funds and make deposits and applicable charges?

Funds can be transferred using below options:

From your POSB account to self or third party POSB accounts using
the option Initiate Funds Transfer within DOP
From your POSB account to other bank accounts through NEFT or
RTGS using the option Funds Transfer To Other Bank

Apart from the above, below facilities are also available

PPF Deposit, Loan repayment and Withdrawal
RD deposit, Repayment of RD half withdrawal
SSA deposit

Page 26 of 44
 NEFT is free and RTGS transactions are chargeable as under
For transactions up to ₹ 5 lakhs ₹ 24.50 + Applicable GST
For transactions above ₹ 5 lakhs and
₹ 49.50 + Applicable GST
not exceeding the maximum limit

21. What type of accounts I can open through internet banking?

RD, TD, NSC, KVP and PPF accounts can be opened through Internet Banking
available under General Services > Service request > New request option

22. How to add the nominee for the account opened online through Internet
Banking?

The nomination which exists in the SB account will get registered for the accounts
opened online. However, if you want to open any account with different nominee,
please visit the Post Office

23. What is the procedure to change the nomination for the accounts opened
online?

Please visit the Post Office where the account stands for getting the nomination
changed and submit application for change of nomination, which is chargeable

24. What type of account can be closed online?

RD, TD, PPF, KVP & NSC accounts can be closed as per the existing POSB norms
post maturity. However, RD and TD accounts can be pre-closed as per the existing
POSB norms. The closure proceeds will be credited to the SB account. (Closure of
KVP/NSC accounts can be done which are opened on or after 01-July-2016)

25. Can I register a stop cheque request?

Yes, under General Services > Service request > New request option- Savings
Accounts - Stop Cheque

26. Can I change my login or transaction password?

Yes, it can be changed under My Profile > Change Passwords option

27. Can I schedule a fund transfer for future date?

Page 27 of 44
Yes, you can schedule fund transfer once by selecting frequency type “Single” and
multiple times by selecting frequency type as “Recurring” for PO savings bank
accounts and NEFT/RTGS

28. Can I take PPF withdrawal online?

Yes, it can be availed for the eligible amount. However, PPF withdrawal is allowed
only once in financial year (including online & offline) and at present, maximum
of Rs. 2 lakhs or eligible amount which ever is lower can be withdrawn through
online. For higher amount withdrawal, please visit your home branch post office

29. Can I take RD half/partial withdrawal online?

No, it can be availed for eligible amount/period at home branch PO only

30. How can I disable my DOP Internet Banking?

Approach home branch PO for disabling Internet Banking

31. How do I get the passbook for the accounts opened through EBanking?

If customer desires passbook, the customer should approach the home branch,
where the account stands and identify himself, provide the account number(s)
opened online, to get the passbook(s)

32. How can I get support from DoP for any issues regarding eBanking operations?

Please call our customer care toll free number 1800-266-6868 between 9 AM to 6
PM for any assistance or you can write to us on our email ID
dopebanking@indiapost.gov.in

33. Why Pass phrase is shown during ebanking Login?

Pass phrase is a security add on feature, which confirms that you are logging into
genuine DOP Internet Banking URL. It should always match with the phrase,
which you had configured during your user activation. This helps you in
identifying identical malicious links whose primary objective is to steal your
personal data. Customer should proceed with login, only if it matches

Page 28 of 44
34. What if my Pass phrase does not match during login?

Do not enter the password and do not proceed further logging in to such site as
that may be a malicious site. Report such malicious URLs immediately to our email
dopebanking@indiapost.gov.in

35. Can I change the Pass phrase?

No, Pass phrase can be configured only once during activation of Internet Banking

36. My session frequently times out when I am logged into eBanking application.
What should I do to prevent this?

For security reasons, if your login session is idle for more than 5 minutes, it will be
automatically log you out. Please enable pop ups for our eBanking URL, which
will alert you to extend the session during last minute of your session.
Alternatively, you can use “Prevent Session Timeout” hyperlink in your login to
extend your session

37. Where can I download eBanking activation application form?

Please visit our official website in the following URL:

https://www.indiapost.gov.in/VAS/Pages/Form.aspx under saving bank
category “ATM or Intra Operable Net banking Mobile Banking Request Form” is
available for download

38. How to completely logout from my eBanking login?

After clicking on logout once, our eBanking application will take you to additional
page, where you have to click on logout once again to completely log you out from
eBanking application

39. What should I do to activate my eBanking, if my account stands in the PO other

than
the place where I am residing?

Please visit nearest PO to transfer your account and then apply for eBanking by
submitting the prescribed application form, post transfer-in

40. Can I place a request for new ATM card in DoP Internet Banking app?

Page 29 of 44
No, New ATM Card request cannot be placed in Internet Banking. However, it can
be placed in DoP Mobile Banking app Dashboard under: Request --> New ATM
Card Request

41. How to request for ATM PIN in DoP Internet Banking app?

No, New ATM PIN request cannot be done in Internet Banking. However, it can
be placed in the Mobile Banking app Dashboard as under: Request --> ATM PIN
Request

42. How do I add Beneficiary in the DoP Internet Banking?

Beneficiary can be added under the Menu Transactions> Transaction Support

Services > Manage Payee > Manage Beneficiary. Option available in beneficiary
addition are - Add third party payee within DoP and Add other Bank Payee

43. Can I view the added Beneficiaries in DoP Internet Banking?

Yes, can be viewed under Transaction Support Services > Manage Payee > View
Payee

44. Can I get my account statement in DoP Internet Banking?

Yes, it can be viewed under the options, Accounts > Click on account type > Mouse
hover on the required account > Select - View Transaction History. You can also
download the statement in pdf and xls format

45. Can I get my Interest paid certificates for Income Tax submission in DoP
Internet Banking?
No, please visit your home branch post office for Interest paid certificates

46. My TD account is getting matured today. Will it get credited in my savings

account automatically or will it get renewed automatically?

No. The TD account will not get closed or renewed automatically. Please close the
TD account manually by using the menu, General Services > Service Requests >
Closure/ Pre-closure of TD/RD account. For further renewal, please visit the post
office where the account stands

47. I closed my TD account today through Internet Banking. But I didn’t get my
Interest amount credited in my savings account. Only principal got credited in my
savings account.

Page 30 of 44
During opening of TD account at the post office, the interest credit account is not
linked to your savings account. Hence please visit your post office for getting your
Interest amount

48. Can I submit my Form-15G/15H online through DoP Internet Banking?

No, Form-15G/15H cannot be submitted online. Please contact your home branch
post office for submission of the same

49. Can I give standing instructions to my RD account from my SB account through

DoP Internet Banking?

At present, there is no option to give standing instruction through Internet

Banking. Please contact your home branch post office for availing standing
instruction facility

50. I am getting an error “Pending SI exists” during closure. What should I do?

Please contact the post office where the account stands for removing the standing
instruction facility

51. My name/address/email ID/mobile no is updated wrongly. Can I correct the

same through online?

NO, KYC corrections cannot be made online. Please visit your home branch post
office for KYC corrections

52. How can I apply for cheque book, online?

Cheque book cannot be applied online. Please contact your home branch post
office to apply for cheque book
53. Can I pay PLI/RPLI premium through internet banking?

Yes, PLI and RPLI renewal premium can be paid using General Services > Service
Requests > New Requests > Pay PLI Renewal Premium

54. How can I check the PAN validation status ?

PAN status can be checked under My Profile section > view PAN status

55. Facilities offered in DoP Internet Banking

Scheme Functionality
General Dashboard

Page 31 of 44
 My Profile
New User Activation by OTP
Forgot Password
Download Forms
Information Links to—
Terms and Conditions
Contact us
security tips
About Phishing hyperlink
Report Phishing hyperlink
FAQ
Password Management
Complaints
View Incomplete Transactions
View All Transactions
View Scheduled Transactions
General Services-
Manage Mails
Manage Inquiries
detailed activity inquiry
Transaction limit inquiry
View Lien on account if any
View nominee details of the account(s)
Manage Payee-
Add Payee within DOP
Add other bank Payee
View Payee
TDS Inquiry
Transaction remarks entered by customer
displayed in Transaction Particulars.
Customer will be allowed to change Login ID only
once.
Income Tax vanilla hyperlink
All India Single IFSC of DoP
View PAN status in DoP
Savings Account Balance & Details
Transaction History
Page 32 of 44
 Mini Statement
View Monthly Average
View Quarterly Average
View Nominee details
Inquire on lien
Fund Transfer between Own & third party Post
Office Savings Account.
Fund Transfer to other bank accounts through
NEFT &
RTGS
Fund Transfer from Savings to own/linked RD
Account
Fund Transfer from Savings to own/Linked RD
Loan Account
Fund Transfer from Savings to own/linked PPF
Account
Fund Transfer from Savings to Own/Linked Loan
against PPF Account
Fund Transfer from Savings to linked SSA account
View Stop/Issued cheques
Checking of status of used/unused POSB Cheques
from the date of last cheque book issued.
Opening of new RD Account by debiting your own
RD
Post Office Savings Account
Account Balance & Details of RD and Loan on RD
Account
Transaction History
Mini Statement
Deposit in RD Account from Own Post Office
savings Account
Deposit in RD Loan Account from own Savings
Account
Closure and Pre-closure of RD Account and credit
into your Post Office Savings Account
Opening of new TD Account by debiting your own
TD
Post Office Savings Account
Account Balance & Details
Transaction History

Page 33 of 44
 Closure and Pre Closure of TD Account and credit
into your Post Office Savings Account
MIS Account Balance & Details
View principal and interest credit details
View nominee details
SCSS Account Balance & Details
View principal and interest credit details
View nominee details
NSC Open NSC Account
Account Balance & Details
Transaction History
View Nominee details
Closure of NSC (Opened on or after 01 Jul 2016)
KVP Open KVP Account
Account Balance & Details
View Nominee details
Closure of KVP (Opened on or after 01 Jul 2016)
PPF Opening of PPF Account
Account Balance & Details of PPF and PPF Loan
Account
Transaction History of PPF and PPF Loan Account
Mini Statement of PPF and PPF Loan Account
View Nominee details
Deposit in Active PPF Account
Repayment in PPF Loan Account
Withdrawal from PPF Account.
For repayment in PPF Loan Account, outstanding
Loan balance will be displayed.
For withdrawal from PPF Account, eligible amount
of withdrawal will be displayed.
SSA SSA Deposit
View Nominee details

Last Updated:12 Jan 2023

Page 34 of 44
 POSB-Mobile Banking
1. What is the link for DOP Mobile Banking?

Below is the Google Play store link to download the India Post Mobile
Banking app for Android phones.
https://play.google.com/store/apps/details?id=src.com.dop

2. What are the pre-requisites for availing DOP Mobile Banking?

Valid Active Single or Joint "B" Savings account standing at CBS

enabled Branch Post Office, Sub Post Office or Head Post Office.
Provide necessary KYC documents, if not already submitted
Valid unique mobile number
Email address
PAN number

3. How to Register for DOP Mobile Banking?

Visit your home branch, fill the pre-printed application form and submit
with required documents. Your DOP internet banking service will be ready
for activation from next working day of registration of the request from the
Post Office.

Download Path: Please visit our official website in the

following URL: https://www.indiapost.gov.in /VAS/Pages/Form.aspx.
Under SavingsBank category, the "ATM or Intra Operable
Netbanking/Mobile Banking Request Form" is available for download.

4. How to activate my DOP Mobile Banking?

After registering for DoP Mobile Banking, as mentioned in point 3 above,

download the India Post mobile banking app from Google play store and
use the option Activate mobile banking and follow the pre-defined steps
after 24 hours of registration

5. What is my User Name?

The CIF ID printed on the first page of your passbook is the default
username. You can change your channel login credentials of mobile
banking in the Update channel login ID option under My Profile section
in internet banking

6. What is the permissible limit for wrong login/transaction password attempts?

Page 35 of 44
 Permissible limit for wrong login is 3 attempts and 5 attempts for
transaction password

7. What if I type my M-PIN or transaction password wrongly?

In case M-PIN is entered wrongly for 3 times, your user ID will be disabled
from logging in. In case transaction password is entered wrongly for 5
times, your transaction rights will be disabled

8. What is the procedure to enable the disabled DOP Mobile Banking login and
transaction rights?

For enabling DOP Mobile Banking login, use Activate mobile banking tab
and provide the required information sought by the application for
enabling the disabled login. If transaction rights are disabled, please
address the issue by mentioning the CIF ID/User ID to
dopebanking@indiapost.gov.in from your registered email ID with the
issue details

9. What if I forget my M-PIN?

To reset the M-PIN in the India Post Mobile Banking app, use Activate
Mobile Banking tab and provide the required information sought by the
application and set the new M-PIN

10. What if my transaction password expired while carrying out transactions?

The India Post Mobile Banking application will prompt you to change the
transaction password

11. Can my username be changed?

Yes, the user ID can be changed only once through internet banking login
under My profile > Update channel login ID option

12. What if my username is forgotten?

Please address the issue by mentioning the CIF ID printed on the first page
of the passbook to dopebanking@indiapost.gov.infrom your registered
email ID with the issue details

13. Can I transfer funds and make deposits?

Funds can be transferred using below options:

Page 36 of 44
 From your POSB account to self or third party POSB accounts
using the option Fund transfer > Self fund transfer/Payee
fund transfer.
From your POSB account to other bank accounts through
NEFT or RTGS using the option Fund transfer > Outside
Bank fund transfer.
Apart from the above, below facilities are also available
PPF Deposit and Loan repayment
RD deposit, Repayment of RD half withdrawal

NEFT is free and RTGS transactions are chargeable as under

For transactions up to ₹ 5 lakhs ₹ 24.50 + Applicable GST

For transactions above ₹ 5 lakhs and
not exceeding ₹ 49.50 + Applicable GST
the maximum limit

14. What if some of my Post office accounts are not visible in my DOP Mobile
Banking login?

Please visit the home branch PO of that account to change the customer
ID/CIF ID with the eBanking/m-banking registered CIF/Customer ID

15. What types of accounts can I open through mobile banking?

You can open either RD or TD accounts through the Requests option in

Home tab of the application

16. What types of accounts can be closed in mobile banking?

No option is available for closing of accounts in the India Post Mobile
Banking. However, RD, TD, NSC, KVP and PPF accounts can be closed or
pre-closed through internet banking, as per the existing POSB norms

17. Can I register a stop cheque request?

Yes, it can be done under Cheques > Stop cheque

18. Can I revoke the stopped cheque?

Yes, a stopped cheque can be revoked under Cheques > Revoke cheque

19. Can I change my transaction password?

Yes, it can be changed in internet banking only under My Profile

> Change Passwords option
Page 37 of 44
20. What if I forget my transaction password?

Please login into the India Post Internet banking site. Use “forgot
password” link in the home page. Below options are available to reset the
password. Follow the instructions prompted by the applications during
reset.

Using Security Questions and Answers Using Account Number and Date
of Birth

21. Can I take PPF withdrawal through mobile banking?

No, there is no such option available in the India Post Mobile Banking
application. However, it can be availed in internet banking for the eligible
amount as per POSB rules

22. Can I repay RD half withdrawal (Loan)?

Yes, RD half withdrawal repayment can be made

23. How can I disable my DOP mobile banking?

Approach home branch PO for disabling DOP Mobile Banking

24. How do I get the passbook for RD / TD accounts opened through DOP Mobile
Banking?

The customer should approach the home branch (where the CIF ID is
attached), identify himself and provide the account number(s) opened
online, to get the passbook(s)

25. How can I get support from DoP for any issues regarding DOP Mobile
Banking operations?

Please call our customer care toll free number 1800-266-6868 between 9 AM
to 6 PM from Monday to Saturday for any assistance or you can
write to us on our email dopebanking@indiapost.gov.in

26. Can I place a request for a new ATM card in the India Post Mobile Banking
app?

Yes, New ATM card request can be placed in the Mobile Banking app
Dashboard under: Request --> New ATM Card Request

Page 38 of 44
 27. How to request for ATM PIN in the India Post Mobile Banking app?

ATM PIN request can be placed in the Mobile Banking app Dashboard as
under: Request --> ATM PIN Request

28. How do I add Beneficiary in the DoP Mobile Banking app?

Beneficiary can be added under the Menu, Transfers>

Transaction Support
Add Beneficiary
Within DoP
Other bank Beneficiary

29. Can I view the added Beneficiaries?

Yes, under the Menu Transfers> Transaction Support

30. Can I pay PLI/RPLI premium through internet banking?

Yes, PLI and RPLI renewal premium can be paid using New Requests >
Pay PLI/RPLI Renewal Premium

31. What is IFSC of DoP for NEFT and RTGS?

All India single IFSC for Department of Posts is - IPOS0000DOP

32. How can I check the PAN validation status ?

PAN status can be checked under Requests > View your PAN status in
DoP

33. Feature list for Mobile banking

Mobile
S. No. Functionality
Banking
Account Balance & Details – Saving, RD, LARD, TD, PPF,
1 Yes
Loan Against PPF, NSC
Transaction History -- Saving, RD, TD, PPF, Loan Against
2 Yes
PPF, NSC
3 Mini Statement – Saving, PPF Yes
Transactions
Fund transfer between Own Savings accounts and Other
4 Yes
Users Savings Accounts within DOP and to other banks

Page 39 of 44
 Fund transfer from Savings account to Own/Linked RD and
5 Yes
Own/Linked LARD Accounts
Fund transfer from Savings account to O
6 Yes
wn/Linked PPF (Subscription and Loan on PPF) Accounts
Requests
7 Requesting for RD account open Yes
8 Requesting for TD account open Yes
9 New ATM Card Request Yes
10 ATM PIN Request Yes
11 PLI/RPLI renewal premium payment Yes
12 View PAN status in DoP Yes
Cheques
11 Stop cheque Yes
12 Revoke cheque Yes

Last Updated:12 Jan 2023

Page 40 of 44
 Public Grievance Mechanism in DOP
1. Centralized Public Grievance Redress and Monitoring System (CPGRAMS)
– All the 1.5 lakh Post Offices till the level of Branch Post Offices are mapped
by intuitive navigation of complaints to the line-end offices for faster
resolution of grievances in collaboration of Department of Administrative
Reforms & Public Grievances. The option of remedy of Appeals against
resolution was provided to the complainant on CPGRAMS in January 2021.

2. SAP Based Customer Relationship Management (CRM) Platform :

Department has rolled out SAP based platform on 30.12.2019 and moved
from Computerised Customer Care Centres to advanced SAP based
platform. This platform is also integrated with India Post Call Centre
(IPCC).

3. India Post Call Centre (IPCC) : This is rolled out on 01.06.2018 at Varanasi
and one more branch started operations at Hyderabad on 14.06.2021. The
facility of Interactive Voice Response System (IVRS) in IPCC is available for
customer 24 x 7 x 365 days. Presently, IPCC is working in eleven languages.

4. Social Media Cell: Social Media Cell deals with Twitter, Facebook &
Instagram accounts of the Department of Posts. Social media team was
strengthened and its working hours extended from 8 hours a day to 16 hours
a day.

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Complaints Period & Compensation:
Nature of Period upto which it Compensation
Complaint may be lodged
Complaints 12 months from the date MO Value for non-
relating to money of issue of the money payment.
orders order (2 years in the case
of money orders issued at In case of non-
field Post Offices and payment due to
family money orders service fault, the
refund of money
issued at field Post
order commission
Offices and family should also be
allotment money orders considered.
remitted on behalf of
seamen working in
Indian merchant ships)
Complaints relating 6 months from the
to V. P. Articles date of booking of the
V.P. article
Complaints relating Three months from the Upto Rs.100
to loss or damage to a date of posting of the
registered where a article.
claim for Six months in the case of
compensation is registered articles
made addressed to or sent by
members and units of
Armed Forces. If no
compensation is claimed
Complaints relating Three months from the Insured amount
to loss or damage to a date of posting of the
insured article where article
a claim for
compensation is
made
Complaints relating 3 months from the date Double the
to loss or pilferage or of posting of the article Speed Post
damage to a Speed charges or
Post article where a Rs.1000
claim for whichever is
compensation is made less

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Complaints relating 3 months from the date Speed Post
to delay of Speed Post of posting of the article charges.
article where a claim
for compensation is
made
EMS / International 2 months from the date of For loss or total
booking. damage or total
Speed Post
theft of
International EMS
1 SDR = INR 105.2438
Merchandise –
(For 2022) Value of contents
or 130 SDR,
whichever is less,
plus the postage
paid.

For partial loss or

partial damage or
partial theft of
International EMS
Merchandise -
Compensation
paid shall be
limited to the
value of lost or
damaged content.
In any case it shall
not exceed the
corresponding
amounts
mentioned for
EMS Merchandise
in case of loss or
total damage.
Postage paid will
not be refunded.

For loss or damage

of International
EMS Document -
Postage paid

For Delay in
delivery of EMS
Articles - 5% of the
Postage charges
Page 43 of 44
 for the delay of
more than 5 days
(Excluding
Holidays) from the
published norms.
Other complaints Six months from the
relating to the date of the incident.
inland post
Complaints, Twelve months from the
regarding last day of the month of
miscarriage, loss issue.
or destruction of
postal orders
loss or damage of the five hundred
rupees or the
Business Parcel or
actual value of
contents thereof
the parcel or the
content lost,
whichever is less.

Page 44 of 44