Why tracking stops updating
Tracking changes only when someone scans your article. Between scans it is travelling in a bag, and nothing is recorded. The most common reasons for a long gap are:
- Long transport legs. A bag on an overnight train or a long road route produces no scans until it is opened at the next hub.
- Weekends and holidays. Fewer offices are working, so fewer scans happen.
- Missed scans. In busy periods a bag can be moved without every item being scanned. Tracking then jumps ahead later.
- Data delays. Small offices sometimes upload scans in batches, so updates appear hours late.
- Wrong sorting. Occasionally an article goes to the wrong hub and has to be sent back, which adds days.
How long to wait
| Situation | Reasonable wait |
|---|---|
| No update after booking | Up to 24 hours |
| Stuck on 'Item Bagged' or 'Dispatched' | 2 to 3 working days |
| Stuck at a sorting hub (NSH/ICH) | 2 to 3 working days |
| At the delivery office but not out for delivery | 1 to 2 working days |
| 'Addressee not available' or 'Item held' | Act straight away |
What to do, step by step
- Check the number. Make sure you are tracking the right 13 character number. Our tracker flags most typing errors.
- Read the last office name. If it is the receiver's local office, the article is close. Call or visit that office.
- Contact the delivery post office. Give them the consignment number. Staff can see whether the article is sitting in the office or with a postman.
- Call India Post customer care. The toll free number is 1800 266 6868. Agents are available on working days during office hours, and the automated line runs round the clock.
- Raise a written complaint. If nothing has changed after these steps, file a complaint so it is recorded and tracked.
How to file a complaint
India Post accepts complaints through several channels. Use whichever is easiest; all of them give you a reference number.
- Online: use the customer complaint option on indiapost.gov.in. Enter the consignment number, booking date and both addresses.
- Phone: call 1800 266 6868 and ask for a complaint to be registered.
- In person: visit the booking or delivery post office and ask for the complaint to be logged.
- Escalation: if you don't get a reply in reasonable time, you can raise the issue on the government's public grievance portal at pgportal.gov.in.
Keep a note of the complaint number and the date you raised it. Only the sender can usually claim compensation for a lost article, so receivers should ask the sender to file the complaint when money is involved.
'Delivered' but not received
First, ask family members, neighbours, building security or the reception desk. Many 'missing' articles were signed for by someone else at the address. If you still can't find it, contact the delivery post office the same day. Ask who signed for the article and whether OTP or a signature was recorded. If the answer doesn't resolve it, file a complaint as described above and mention that tracking shows delivered.