Legal

Grievance Redressal

Last updated: July 2026

Draft — pending legal review. Please replace the officer name, email and mobile below with the details of your designated Grievance Officer before going live.

Our commitment

We aim to resolve every complaint fairly and quickly. We follow a three-tier redressal process, in line with typical Indian consumer-service norms and the grievance-mechanism spirit of the Digital Personal Data Protection Act, 2023.

Step 1 — Talk to your advisor

Most issues around premium calculation, doorstep visit timing or paperwork are resolved instantly by your assigned advisor. Please try this route first. Reach them on the mobile number they shared with you or via the WhatsApp link on our home page.

Step 2 — Grievance Officer

If your advisor cannot resolve the issue, or if the complaint is about the website itself, our Grievance Officer will handle it within 15 working days of receipt.

Grievance Officer (Placeholder — replace before publish)

Name: Rajesh Kumar
Designation: Advisor Network Coordinator
Email: grievance@postalinsurance.in
Phone: +91-1800-425-2440 (Mon–Sat, 9:30 AM – 6:30 PM IST)
Postal address: Advisor Network Office, Kochi, Kerala 682001, India

When you write, please include: your name, mobile, the plan or policy involved, the date the issue occurred, the advisor’s name (if any) and a clear description of what you would like resolved.

Step 3 — Escalation to Department of Posts

If your complaint concerns the PLI/RPLI policy itself (premium posting, bonus, claim, revival, maturity payout), please raise it directly with the Department of Posts:

Central Public Grievance Portal: pgportal.gov.in
India Post grievance page: indiapost.gov.in → Complaints & Grievances
Your circle’s Postmaster General office (address available on indiapost.gov.in).

Data Protection Board of India

If your complaint is specifically about how we handled your personal data and remains unresolved 30 days after being raised with our Grievance Officer, you may approach the Data Protection Board of India under the Digital Personal Data Protection Act, 2023, once it is fully operational.

Consumer forums

You retain the right to approach the appropriate District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

What we log

For every complaint, we log: the ticket ID, date received, category, resolution taken and date closed. Aggregate grievance statistics are reviewed monthly by network coordinators to improve advisor training.