Indian Railways
http://www.indianrail.gov.in/

• Provides safe and dependable train services
• Set notified standards for various services wherever possible
• Provide courteous and efficient counter services
• Set up a responsive and effective grievance redressal machinery, at various levels for time bound resolution of complaints and grievances as far as possible.

PREAMBLE
This Charter is a commitment of the Indian Railway Administration to:

• Provide safe and dependable train services;
• Set notified standards for various services wherever possible;
• Ensure adequate passenger amenities in trains and at railway stations;
• Provide courteous and efficient counter services;and
• Set up a responsible and effective grievance redressal machinery, at various levels for time bound resolution of complaints and grievances as far as possible.

RESERVATION/BOOKING AND REFUNDS OF TICKETS

RESERVATION:

• All stations with a work load of 300 reservation related transactions will have computerised reservation facilities, and effort will be made to computerise bulk of reservations.
• Adequate number of counters will be opened to ensure that the waiting time for the public is reduced.
• Satellite Reservation Office will be provided in Metropolitan cities and important cities.
• Reserved Tickets can also be booked through authorised Rail Travel Agents and other sources as published in the Railway Time Tables of the Zonal Railways concerned.

In order to accommodate unforeseen changes in travel plans of passengers, pre-ponement or postponement of journeys on confirmed tickets will be permitted once subject to confirmed accommodation being available in such trains and the request for such changes being made by the passenger within the time limits as specified.

MANUAL BOOKING
Manual ticket booking counters will be opened with adequate working hours to facilitate issue of tickets to the public. Such working hours will be clearly displayed at such counters for information of the public.

REFUNDS
>> In case of failure to provide a berth or seat in the class of travel for which a confirmed reservation is held by a passenger, the Railway Administration will either offer accommodation in an alternate lower class of travel and refund the difference in fare between the two classes or refund the entire fare and reservation charges if the passenger so desire.
>> In case of failure of air-conditioning equipment on run affected passenger shall be refunded the difference in Fare between AC and Non-AC class of travel for the portion travelled without air-conditioning. Such refund will be granted on Guard/TTE. s certificate.
>> As far as possible, refunds would be made across the counter, provided the ticket is surrendered within the specified time limit. Such refund on tickets can be obtained, either at the originating stations or the ticket issuing station and in the case of computerised tickets at the computerised counter of any station provided it is linked with the ticket issuing station and the ticket is presented within the prescribed time limit.
>> The Station Masters of certain important Station/Reservation Offices have been granted special discretionary powers to grant refund on unused tickets, issued from their stations, on which refund is not normally admissible at the station on account of expiry of the time limits prescribed in the rules. The list of stations where this facility is available is published in the respective Zonal Railway Time Tables.
>> In cases where refunds are not permissible across the counter, the Railway Administration shall provide the passenger with a Ticket Deposit Receipt, on surrender of the ticket, which should be enclosed with an application for refund to the Chief Comml. Manager (Refunds) of ticket issuing railway within 90 days from the date of commencement of his journey as indicated in the ticket. Refunds as admissible in such cases will ordinarily be settled within 90 days of submission of the refund claim and in case the same is dis-allowed the reasons for such rejection will be duly communicated to the passengers.
>> Lost,Torn or mutilated Tickets :
No claim for refund is entertained by Indian Railways in case of lost or misplaced tickets. Refund of fare will be granted in respect of a torn or mutilated ticket if its authenticity is verifiable on the basis of the particulars visible on the face of the ticket. However, if such a ticket is reserved/RAC, the Railway may permit the travel on the same reservation on payment of the following charges :-

• 25% of total fare, in the case of tickets for journey upto 500 kms.
• 10% of total fare, in the case of tickets for journey more than 500 kms., subject to the minimum payment of 25% of total charges for reserved/Reservation Against Cancellation (RC) ticket of 500 kms. and
• 25% of total fare, irrespective of distance, for tickets of trains which have separate all inclusive fare structure like Rajdhani Express, Shatabdi Express, etc.

>> Cancellation charge when reservation for starting journey is confirmed and onward journey is confirmed or vice-versa
No cancellation charge shall be payable and fare shall be refundable after deducting only the clerkage charge :-

• when the reservation of the starting journey is confirmed but onward journey reservation is not confirmed, if the ticket is cancelled at the starting station upto one day in advance (excluding the day of starting journey).
• When the reservation of the starting journey is not confirmed but reservation has been confirmed for onward journey, if the ticket is cancelled at the starting station upto one day in advance (excluding the day of starting journey).

If the ticket is not cancelled within the time limits prescribed cancellation charge shall be payable in accordance with the Rules but only on that part of the journey ticket on which confirmed reservation has been made.

CONCESSIONS
Handy information pamphlets in local languages containing details of different types of concessions to which passengers are eligible and other relevant passenger information will be made available at Book Stalls and Railway Counters on payment of nominal charges.

SPECIAL TRAINS
To cope with rush of traffic during holidays and festival seasons, special trains will be run between various locations and additional coaches provided in existing trains to the extent possible. Information in this regard will be made available to the public in advance to enable them to plan their travel arrangements more conveniently.

ENQUIRY AND DISSEMINATION OF INFORMATION
Railway Time Tables containing details of various trains run by the Railway Administration and other relevant information for passengers will be made available at most of the railway stations on payment. Railway shall also make all endeavour to provide information to passengers on telephone at important stations regarding arrival/departure/reservation status etc.
>> The position of running of trains will be updated regularly and the latest available position would be announced on the Public Address System at the important stations and will also be made available to passengers on telephone/personal enquiries.
>> Computerised Interactive Voice Response System (IVRS) capable of providing information to the public automatically over the phone will be progressively provided to facilitate easy access to information at stations handling large volume of passengers.

CATERING SERVICES
For facility of passengers, the Indian Railways shall provide catering services through mobile and static units ensuring service of hygienic and wholesome food at prescribed tariffs and in pre-determined quantities, the details of which would be displayed for the information of passengers. Pantry car service shall be provided on selected trains depending on total distance covered, number of halts and their timings and load limitations.

CLEANLINESS:
Every endeavour will be made by the Railway Administration with the active co-operation of users to ensure cleanliness and hygiene at railway stations and in trains. At important stations, safaiwalas will be provided for cleaning of coaches on request.

PAY & USE TOILETS
Pay & Use toilets have been provided at some busy stations to provide better standards of service. The charges for these will be prominently displayed.

PASSENGER AMENITIES:

OFF-BOARD AMENITIES:
The Indian Railway Administration will endeavour to provide bonafide passengers access to the following minimum facilities:-

AT REGULAR/FLAG STATIONS:

• Booking arrangements
• Waiting Hall/Space
• Branches.
• Arrangements for lighting.
• Drinking water
• Platform
• Urinals and/or latrine
• Shady trees/Platform shelters.

AT HALT STATIONS:

• Booking-cum-waiting shed.
• A rail level platform.
• Lighting arrangements, where trains stop at night.
• Shady trees.

ADDITIONAL FACILITIES AT IMPORTANT STATIONS
Additional facilities such as extension of the IInd class waiting halls, platform shelters, raised platforms, piped water supply, refreshment rooms, vendor stalls, foot-over-bridges, retiring rooms, seating arrangements, lighting, water coolers, fans, clocks, urinals, lavatories, bathrooms, etc. will also be provided depending on the passenger volume and the climatic conditions at different stations.

ON BOARD AMENITIES
Passengers, while on board of a train, will be provided the following minimum facilities, including amenities and fittings, which will be maintained in proper condition so as to give comfortable service:-

• Lighting and fans.
• Cushioned berths and seats (except where by design not provided)
• Toilets (except where by design not provided)
• External fittings such as
  • Reservation Chart Display plates
  • Destination Boards.

All long distance trains will have Conductors/Coach Attendants/Train Supdts/TTEs to assist the passengers and for attending their complaints and grievances.

PUBLIC GRIEVANCES REDRESSAL
Periodical surveys will be conducted to ascertain the customer needs in terms of design and level of satisfaction and delivery of services.

If any passenger is not satisfied with the service rendered by the Zonal Railways or wants to make any suggestions for improvement, he can do so at Stations, to the Additional Divisional Railway Managers at Divisional headquarters offices, to the Additional General Managers at the Zonal headquarter offices, to the Executive Director Public Grievances in the Ministry of Railways and also record in the complaint book available in trains with the Guard and the Train Superintendent.

Railway Administration would ordinarily reply to the complainant within 90 days where detailed enquiries are not required to be made and within 120 days in case of complaints where detailed enquiries are warranted

PROCEDURE FOR THEFT OF PASSENGERS LUGGAGE
A prescribed FIR form in TimeTable or with TTE. s/Guards or GRP escort. After properly filling up, it may be handed over to one of the officials viz., TTE, Guard or GRP escort for registration of the report at the next Police station.

VIGILANCE ORGANISATION
A Vigilance Organisation is functioning on each Zonal Railway at the Headquarters under the charge of the Senior Deputy General Manager who is also the Chief Vigilance Officer of that Railway. Complaints relating to bribery and corruption can be sent directly by mail to the Chief Vigilance Officer of the Railway or to
The Vigilance Directorate,
Ministry of Railways (Railway Board),
New Delhi-110001.

The names, addresses and telephone nos. of Vigilance Officers of Zonal Railways are given in the Time Table of the concerned Zonal Railways while those of the Vigilance Dte. of the Ministry of Railways (Railway Board) are given in the Trains at a Glance publication of the Indian Railways.
Railway employees who have direct public interface will wear a name badge.

ASSISTANCE AND COMPENSATION IN CASE OF ACCIDENTS & UNUSUAL OCCURRENCES:

FIRST AID BOXES
First Aid Boxes are available with the Guards of all passenger carrying trains and at railway stations. First aid assistance will be provided to passengers getting injured on the train free of charge. If a person falls sick during journey, a doctor can be called at the next stopping station where a Railway Doctor is headquartered on payment of specified charges.

ASSISTANCE IN ACCIDENTS
Whenever a serious accident occurs, action will be taken by Railway Administration as promptly as possible to:-

• Save life and alleviate suffering;
• Protect property, including mail;
• Ascertain the cause of the accident;
• Restore through communication;
• Provide succour to passengers at the site of the accident;
• Tranship stranded passengers by providing road vehicles and adequate number of porters;
• Rushing of medical van or accident relief train; and
• Arrange to inform the next kin of the deceased or seriously injured.

COMPENSATION
Due to train accident and/or untoward incident by terrorist act, robbery, dacoity, rioting and shoot-out or arson, accidental falling of any passenger in train or in Railway premises, Railway Administration, notwithstanding anything contained in any other law, are liable to pay compensation to such extent as prescribed under Chapter XIII of the Railways Act., 1989 and the rules framed thereunder for the loss occasioned by the death of or injury to a passenger as a result of such untoward incident. However, no compensation will be paid in case of death or injury due to suicide, self inflicted injury, passenger. s own criminal act or act committed by him in intoxication or insanity or due to natural cause or disease or medical or surgical treatment unless such treatment becomes necessary due to injury caused by the said untoward incident.

Independent Railway Claims Tribunals have been set up to consider, inter alia, Compensation Claims from passengers arising out of the death/injury due to train accidents and other unusual occurences due to violent attack, robberies, dacoities, rioting, shoot-outs, arson, etc. or accidental falling of any passenger as defined in Sections 124 and 124-A of the Act. Such tribunals shall make suitable awards after considering the claims of passenger in this regard. Compensation in case of death or permanent disability is Rs.4 lakhs and in case of injuries, the minimum compensation is Rs.32,000/- and the maximum is Rs.3,60,000/- depending upon the gravity of injury.

GENERAL RESPONSIBILITY OF RAILWAY ADMINISTRATION:

>> Indian Railways are committed to the achievement of norms and indices of performance and service standards enjoined upon by this Charter except in the event of natural calamities, civil disturbances, disruption of communication and consequences of any act or omission not attributed to the Indian Railways or their servants and agents.
>>This Charter does not create any new legal relationship with the users of the Indian Railways nor does it in any way affect their legal rights as they exist. On the other hand, the effort is to provide a transparent, accountable, as also a citizen friendly administrative machinery, which is responsive to the needs of its customers. This is also a declaration of the Indian Railway Administration to provide the highest possible passenger care and a commitment to continuously strive to improve the standards of services offered.

INDIAN RAILWAYS SEEKS CO-OPERATION FROM PASSENGERS:

In order to ensure good quality service to passengers, the Indian Railways seeks the co-operation of Rail Users by
>> Observing clean and hygienic behaviour at railway stations and on trains, by proper use of facilities.
>> Dealing courteously with fellow passengers and railway staff with whom they come in contact
>> Maintaining proper queues while waiting for purchase of tickets or at Enquiry counters, etc.Abstaining from smoking and drinking in areas where this is prohibited as a courtesy to fellow passengers
>>Travelling light and booking heavy luggage in the brakevan.
>> Using the Alarm chain only for good and sufficient reason and assisting the Railway Administration in apprehending persons who indulge in improper use of the alarm chain apparatus.
>> Refraining from carrying contraband, inflammable or dangerous items in trains.
>> Not encouraging unauthorised persons, touts and other unscrupulous elements by purchasing tickets, etc. from them and promptly reporting any such instance to the Railway authorities.
>> Boarding reserved coaches only if a seat or berth has been allotted in the coach.
>> Refraining from using toilets on-board when the train is stationary.
>> Protecting Railway property from any misuse, damage or vandalism and reporting any such cases promptly to the Railway authorities.