advance commercial notes

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COMMERCIAL/TRAFFIC APPRENTICE STAGE III

ADVANCE COACHING THEORY

DISPOSAL OF LOST PROPERTY AND AUCTION SALE

When ownership of an article is not known initially and left unclaimed, itis called Lost Property. When the ownership is known but the article isleft without claim, it is called Undelivered article.

Disposal of Lost Property:

1) At the terminal station a responsible station staff should checkall empty carriages of the incoming trains with an RPF for left behindproperty, it any.

2) Any such articles found shall be deposited to the SM for furtherdisposal.3) The SM should issue receipt for such articles after taking

inventory, which should be attested by the staff handing over theproperty.

4) If any suspicious article is found unclaimed GRP should beadvised to check whether it contains explosives or other dangerousgoods.

5) All lost property should be entered in the Lost PropertyRegister with their full description, actual weight, approximatevalue (if it can be ascertained), etc.

6) In case of box/bag, an inventory should be taken in triplicate inthe presence of RPF/GRP. If RPF/GRP is not available inventory canbe taken in the presence of two station staff.

7) The witnessing staff should attest the inventory.8) One copy of the inventory is handed over to the witnessing

official, one copy is kept inside the box/bag and another copy ispasted in the Lost Property Register.

9) The contents are repacked and sealed to avoid damage andpilferage.

10) Packages hermetically sealed or known to contain photographic

materials, which are liable to deteriorate when exposed, should notbe opened.11) Each lost property should be labeled with the Serial No. in the

Lost Property Register.

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Lost Property claimed by Owner:

1. SM should make all possible efforts to deliver the lostproperty to the rightful owner, using the clues available in thepackages, if any.

2. Package will be delivered after identification by the owner andon receipt of an application.

3. Full address of the owner is recorded and his signature isobtained in the lost property register.

4. No commercial charges are collected.5. If SM has any doubt about the ownership, the lost property

can be delivered only as per the orders of Sr.DCM.6. All lost property if not claimed within 7 days of their deposit

should be sold by public auction.7. If the price offered is too low or when there is no demand, the

article can be disposed off as per orders of Sr.DCM.

Lost property of no value, Arms & Ammunitions, Jewellery, etc.,

1) Lost property of insignificant value such as old shoes, unserviceablehats, etc., should be sold by public auction in the same station after7 days.

2) Articles fetching no value should be thrown away. The SM should

certify in the lost property register that the article was of no value.3) Lost Property of Arms, Ammunitions, Explosives and other

dangerous goods, intoxicating liquors, etc., for which a license isrequired for sales, should be handed over to the police or Exciseauthorities as the case may be under acknowledgement in the lostproperty register.

4) Police/Excise authorities should remit the charges due to theRailway after the disposal of the lost property.

5) Arms, ammunitions, explosives, etc., with distinct Military marksshould be handed over to the defence department duly collecting

the charges due.6) Handing over of such articles to Police/Excise/Defence authoritiesshould be advised to CCM and Traffic Accounts Office.

7) While articles of dangerous, perishables or offensive nature arehanded over immediately, all other articles should be handed overonly after 7 days.

8) Gold and Silver jewellery, if not claimed within 7 days, should besent to CCO in a sealed cover thro special messenger.

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PROCEDURE FOR DISPOSAL

1) All endeavours should be made to handover the goods to the Railway

department, on joint valuation by the representatives ofCommercial department and the department taking over the goods.

2) If goods are not acceptable to the Railway departments they may bedisposed off by public auction.

3) Excisable or prohibited articles should be made over to the authoritiesconcerned under acknowledgement.

4) The details should be advised to the CCM and Traffic Accounts forrealization of the amount due to Railways.

5) Atleast 7 days notice of the sale by public auction will be given by anadvertisement in the local newspapers.

6) The advertisement should have the details of time, date & place ofauction and the nature of goods.

7) In case of perishables, a notice may be pasted in the goods shed andother places in the same station.

8) If perishables available in large quantity, it should be advertised innearby market, if any.

PROCEDURE FOR AUCTION SALE

1. Goods should be separately auctioned, unless auction of goods ofsame nature in one lot is likely to fetch better price.

2. Before commencing the auction, conditions of auction sale should beannounced.

3. The Railway reserves the right to withdraw any goods from the auctionfor which the offer is not acceptable.

4. A reserve price is fixed for the goods to be sold.5. It should be ensured that no pool exists among the bidders to keep the

prices at minimum.If exists all possible efforts should be taken to break the pool.

Name and address of every bidder should be noted andpreserved for record.

Names and addresses of the three highest bidders shouldbe recorded and their signature obtained.

All records related to fixation of reserve price, sale listand bid sheets should be kept in safe custody.

6. The highest bidder on the fall of the hammer is considered as thepurchaser unless the bid is lower than the reserve price.

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5) In case of machines, electrical goods, scientific instruments,sophisticated imported articles, etc. the value of which cannot beeasily determined, technical officers of Railways should beconsulted to fix the reserve price.

6) Whenever it is necessary, opinion of an outside expert may be sought

in case of goods of special nature, the value of which cannot beeasily determined.

7) The GM may sanction the expenditure on outside experts opinion.8) To fix reserve price for articles in sound condition, reduction of

aboutn20% of the verified market price of articles of almost similarnature could be allowed.

9) In case of damaged articles a further reasonable reduction in reservedprice commensurate with the condition of the articles could bemade.

10) The CMI should submit his proposal to fix the reserve price. But thereserve price will be fixed by the officer authorized to conduct theauction.

11) The reserve price should be fixed well before the auction and keptconfidentially.

12) It should be given to the staff conducting the auction only on theday of auction.

PASSENGER AMENITIES

With the quickening pace of modernization, the Rail user expects

much move from the system. To be able to fulfil this increasedexpectation on the part of rail users, certain standards to be followed inthe facilities provided to them at the station. While planning forprovision\augmentation of stations, due consideration needs to be givento the passenger amenities from the point of view of passenger traffic.The stations are divided into six categories for provision of necessaryamenities.

Categorisation of stations:

Annual Passenger Earnings is an important parameter to decide thecategory of a station to provide passenger amenities. Stations have beencategorized into SIX depending upon their passenger earnings. Thecategorization will be reviewed every five years.

Earnings of the year 1995-96 was taken as the base year and most of thestations were categorized already. Based on the passenger earnings of2000-01, the stations should be again categorized. All suburban stations

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have been categorized as C to give higher priority in view of largevolume of passengers using them

Category Criteria

A1 Non-Suburban stations with an annual passenger earning ofmore than Rs. 60 crores.

A Non-suburban stations with an annual passenger earnings ofRs. 8 crores and upto Rs 60 crores.

B I. Non Suburban stations with annual passenger earningsbetween Rs. 4 crores to Rs. 8 crores.II. Stations of tourist importance or an important junctionstation (to be decided by G.M.).

C All suburban stations*.D Non suburban stations with passenger earnings between Rs.

60 lakhs and Rs. 4 crores.E Non suburban stations with passenger earnings less than

Rs.60 lakhsF Halts.

*For station dealing with both suburban / non-suburban traffic, theRailway may take a view regarding up-gradation of classificationdepending upon station earnings, quantum of non-suburban traffic, etc.

Minimum Essential Amenities:

When a station is constructed certain minimum amenities should beprovided at all the categories of stations. These were earlier termed asBasic Amenities or Infrastructural facilities and now called MinimumEssential Amenities. Availability of these amenities at the prescribedscale at all stations will have to be ensured. Amenities over and abovethe prescribed minimum scales will continue to be provided at stations.

Recommended Amenities

The amenities to be provided as per recommended norms are called

Recommended Amenities. Once the Minimum essentialamenities are available at a station, further augmentation ofthese amenities as per the norms should be done.

Desirable Amenities:

The amenities, which are considered desirable to improve customersatisfaction and interface process at the station, are called Desirable

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Amenities. The quantum of these amenities would depend upon thecategory of the station. To provide the desirable amenities, the Railwayneed not wait for provision of all the recommended amenities. Theseamenities should be provided based on the need and relative importanceof the station.

MINIMUM ESSENTIAL AMENITIES AT EACH CATEGORY OF STATION

SlAMENITES

STATION CATEGORY

A1 A B C D E

1. Booking facility Yes Yes Yes Yes Yes Yes Y

2. Drinking Water-Piped/Hand Pump

Yes Yes Yes Yes YesYes

Y

3. Waiting Hall Yes Yes Yes---

Yes Yes Y

4. Seatingarrangement

Yes Yes Yes Yes Yes Yes

5. Platform ShelterShady Trees

Yes Yes Yes Yes Yes YesY

6. Urinals Yes Yes Yes Yes Yes Yes

7. Latrines Yes Yes Yes Yes Yes Yes

8.

Platfrom - High

- Low- Rail

level

Yes Yes

Yes

Yes

YesYes Y

9. Lighting Yes Yes Yes Yes Yes Yes Y

10. Fans Yes Yes Yes Yes Yes Yes11. Foot over bridge Yes Yes Yes Yes -- --12. Time Table Display Yes Yes Yes Yes Yes Yes Y13. Clock Yes Yes Yes Yes Yes --14. Water Cooler

15.Public AddressSystem/ ComputerBased

16.Parking-cum-circulatory area,with lights

17. Electronic Train

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Bathing facilities Yes Yes -- Yes -- --Book stalls & other essentialgood stalls

Yes Yes Yes -- -- --

Refreshment Room Yes Yes -- -- -- --Catering\Vending stalls Yes Yes Yes Yes Yes --

Parking Area Yes Yes Yes Yes -- --Train indicator board Yes Yes Yes -- -- --Public phone Yes Yes Yes -- -- --

Augmentation of the existing amenities in a planned mannerPreparation of Master Plans

The Zonal Railway should carry out a survey of available amenities atstations in relation to the Minimum Essential Amenities, Recommendedand Desirable Amenities. From the results of this survey a list of Minimum

Essential Amenities, Recommended and Desirable Amenities to beprovided should be separately drawn station-wise for each route. TheMaster Plan for each station should show the amenities required.

All minimum Essential Amenities should be provided as per the scaleimmediately at all classes of stations. Since most of the passenger trafficis handled in A, B & C Categories of stations, priority should be givento provide amenities at these stations.

These lists should form basis for drawing up the Divisional Action Plans.Action Plans so formulated should then be amalgamated into one General

Action Plan and inter-se priorities for different works assigned.

Keeping the normal allocation of funds, under the Plan Head PassengerAmenities in view, a time frame is allocated to each phase of the GeneralAction Plan. Low expenditure amenities items for which funds can easilybe earmarked, can be taken up earlier than those requiring heavy outlay,even if the later are in higher priority. Remaining works should beprioritized in a manner such that gaps in essential amenities,recommended amenities and desirable amenities are filled up, in thesame order.

As scarcity of funds exists in Railways an existing amenity should not besubstituted with more expensive one.

Minimum Essential Amenities as prescribed shall always be provided as apart of the concerned plan head at the time of construction of newstations. Augmentation of any facility thereafter at stations should becharged under Plan Head Passenger and other user Amenities.

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OTHER IMPORTANT ASPECTS

While upgrading the amenities at a station, the following aspects shouldbe given due consideration.

1) All toilets should be gradually converted into Pay & Use toilets.2) All the signages should be standardized as per the norms.3) For location of signages, a plan should be made for each station,4) All stalls should made modular and reduced in size as per the

Boards guidelines.5) Efforts should be made to make the stations cooking free and

reduce the number of trolleys.6) The no. of trolleys and catering stalls under the covered shed

should be reduced to a minimum.7) There should be efforts to reduce the stalls to the bare minimum

and their measures be limited for activities essentially connectedwith traveling.

8) In the circulating area proper traffic movement flow plan shouldbe made. A green path should also be developed. Wherevercirculation areas are redesigned, altered, wherever stations arecongested, possibility of providing Foot Over Bridges directly tothe circulating areas should be examined as it decongests mainplatforms. There should be proper segregation of incoming andoutgoing passengers, wherever considered necessary.

9) Automatic vending machines should be encouraged to replace

existing vending stalls.10) The Enquiry and Booking offices should be specially brightened up

at all the station.11) The illumination at the stations should be improved.12) All stations irrespective of their category should be scaled from all

directions so that there is specified exit and entry and incidence ofunauthorized entrants is reduced, to avoid unnecessary pressureon amenities.

MAINTENANCE OF PASSENGER AMENITIES

The amenities provided at all the stations should be maintained in goodworking order. Maintenance staff shall carry out repairs to bring back theamenity to functional order immediately on intimation by the SM. TheSMs of stations shall be provided with adequate imprest cash, whereRailway maintenance staffs are not available, to enable them organizeexpeditious repairs to small items of passeneger amenities such as hand

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pumps, taps, water trolleys, clock, light\fans, urinal\latrines andfurnitures at the stations.

Additions\modification to the passenger amenities available at thestations should be incorporated in the database and Passenger Amenities

Management System (PAMS) and printed in the form of PassengerAmenity Booklets of each division for the financial year. The details ofpassenger amenities at stations should be updated and sent every year toBoard in floppies\E-Mail in the format circulated.

WORKS PROGRAMME

The Citizens Charter on passenger services of Indian Railwaysincorporates two prime objectives of Railways towards customersatisfaction as follows:

Set notified standards for various services wherever possible.

Ensure adequate passenger amenities in trains and at

Railways stations.

Various efforts are taken by the Railways to achieve the above objectivesso as to improve the Railways image among the user public. But due topaucity of funds the Railways could not provide many amenities atstations to the standard as expected by the user public. Works onpassenger amenities should be proposed by the Commercial departmentand to be executed by the Engineering department on approval andaccording to availability of funds. To identify prioritized areas of

passenger amenities, an effective planning is essential. Users amenitiesare considered sufficiently important as to have a separate plan head inthe works programme.

While compiling the works programme the times should be grouped asfollows;

New works

Works in progress

Works approved in earlier years, which have not been

commenced and on which no expenditure incurred till 30th

June of the previous year to the programme year. Works approved in the earlier years but estimates for which

have not been sanctioned by 30th June of the previous year tothe programme year.

The works are further grouped into sub-groups as follows:(i) Works costing more than Rs.5 Lakhs each

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12) On acceptance by FA&CAO, the proposal will be sent to CE forexecution. Works costing above Rs. 5 lakhs will be developed and

processed by the HOD as above. Works costing above Rs.20 lakhs will be developed and

processed by the HOD and submitted to CE who will obtainthe Boards approval to include the same in the annual worksprogramme.

Important aspects to be given in the justification for improvement

of passenger amenities at a station

a) State the existing and proposed waiting room accommodation.b) State the existing and/or proposed refreshment room.c) State water supply facilities existing and required

d) Justify the requirement of Foot Over Bridge.e) What are the minimum passenger amenities on the yardstick givenby the Board available and required?

f) Give a short note on required staff and existing staff andaccommodation required.

CONSULTATIVE COMMITTEES

Various consultative committees have been set up to affordopportunities for consultation with rail users on matters related topassenger amenities and other services provided by Railways. The

committees and their functions are briefly discussed below: The variouscommittees are:

1. Divisional Rail Users Consultative Committee (DRUCC)2. Zonal Rail Users Consultative Committee (ZRUCC)3. National Rail Users Consultative Council (NRUCC)4. Suburban Rail Users Consultative Committee (SRUCC)5. Station Consultative Committee.

1) DRUCC:

a) It represents the Railways Users in the Division and itfunctions under the head of DRM,b) It suggests on the matters related to, Provision of passenger amenities Proposals regarding opening of new stations. Improvement of services provided by the Railways. Timetabling of trains running over the division.

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Any subject of general interest represented by railusers or reffered to them by ZRUCC, NRUCC Or by theRailways.

2) ZRUCC :

a) It is a committee formed at the HeadQuarters of the Zonal Railway, It functions under the head of GMand represents the rails users of the Zonal Railway.

b) It considers, Railway service matters from the

point of view of Zone as a whole. Matters referred by DRUCC and

arising from the reports of DRUCC. Matters referred by Zonal Railway and

Ministry of Railways.

3) NRUCC:

a) It is a council formed at theRailway Board and represents the users of Indian Railways as awhole. It functions under the head of Minister of Railways.

b) It considers, Such matters related to the

services provided by Railways and any other matter referred bythe Minister of Railways.

Such matters related to theservices,which may be included in the agenda as desired by

individual member of Council with prior approval of Chairman.

4) SRUCC:

a) Such committees have been setup at Chennai, Mumbai and Kolkatta to consider the problemsrelated to suburban rail users.

b) They function under the head of COM,

c) Also they can suggest on the

timetabling of suburban trains where they are not affecting thetimings of main line trains.05) Station Consultative Committee:

a) These committees are set up at the stations in District HeadQuarters and at stations in important industrial, commercial andpolitical centres.

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b) The GM can decide the stations where these committees can beset up, composition of the committees and their functions, etc, inconsultation with the appropriate DRUCCs.

c) The committee can suggest, for improvement of

passenger amenities at respective stations. introduction of new trains

and special trains during festivals. improvements in the

railway services by critically analyzing the late running oftrains, deficiencies and irregularities in the services provided,etc.

Functioning of the Committees/Council:

The members are nominated for a period not exceeding twoyears.

They are authorized to inspect passenger amenities and toassociate with ticket checking staff in ticket checking.

The committees/council will ordinarily meet three times in ayear.

To attend the meetings, the members are provided withComplimentary passes and Travelling Allowances will be paid tothem as prescribed from time to time.

Questions related to staff, discipline and appointment should notbe brought before the Consultative Committees or Council.

PASSENGER AMENITIES YEAR:

The year 2002-03 has been declared as the passenger AmenitiesYear, to stress the importance of the amenities to be provided byRailways. The Indian Railways Catering and Tourism Corporation Ltd.(IRCTC) has been established for upgrading and professionalizingpassenger amenity services on Indian Railways.

During 2002-03, the IRCTC will commission and implement,

About 50 food plazas at various stations to provide hygienic food tothe passengers.

A pilot project for provision of 6 budget hotels. Plants for manufacture of packaged drinking water under the brand

name Rail Neer.

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MODEL STATIONS

The concept of Model Station was introduced in June 1999 for thepurpose of providing passenger amenities and to be upgraded as a modelfor other stations. Initially 61 stations were selected for this purpose and

287 stations are now declared (in Dec. 2001) all over Indian Railways asModel Stations to provide with upgraded passenger amenities. Thesestation includes,

All A category stations (and) selected stations under category B to E

i) Provision of passenger amenities is linked to the categoryof the station. i.e., A category station should be provided with

much improved facilities as compared to the model station of othercategories.ii) The Desirable Amenities are treated as yardstick to

provide upgraded amenities at a Model Station.iii) A master plan containing the desirable amenities should be

made and they should be provided at the model station accordingto their category.

iv) The revised list of Desirable Amenities to be provided atevery model station is furnished below: (F category stations arenot included in this list)

Facility Station categoryA B C D E

Retiring Room Yes Yes -- Yes --Waiting RoomCommonSeparate for Upper & Second classSeparate for ladies & Gents

YesYesYes

Yes----

------

Yes----

------

Cloak Room Yes Yes -- -- --EnquiryNTES

YesYes

Yes--

Yes--

Yes--

----

IVRS Yes Yes -- -- --Public Address system Yes Yes Yes -- --Water Vending Machines or Chilling Plants Yes Yes -- -- --Water Coolers Yes Yes Yes Yes --Bathing facilities Yes Yes -- Yes --Stalls of essential gods Yes Yes Yes -- --Refreshment Room Yes Yes -- -- --

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Registration charges-cum-security deposit for special/FTR trains;

1) A registration charge-cum-security deposit at the rate of Rs.10,000/- per coach should be paid at the proposed journey

commencing station.2) Half of the registration charge will be retained as security deposit

and the balance amount will be adjusted against the fare at thetime of booking.

3) The security deposit refundable after adjusting any amount dueviz., detention charges,etc., on completion of the tour On the basisof certification of the SM, the CCM will arrange the refund if any, onreceipt of partys application.

4) In case of Circus Special Trains, the registration charge is Rs.30,000/- per trip.

5) Out of Rs. 30,000/-, Rs. 20,000/- will be adjusted towards fare atthe time of booking and Rs. 10,000/- will be refunded afteradjusting any amount due, after completion of trip.

6) Luggage and animals of the circus party will be separately chargedat the rates notified.

Minimum Distance, Composition & Charges for FTR SPECIAL TRAINS:

i) The minimum distance for a special train will be 500 kms, andthe minimum composition will be 15 coaches.

ii) It is also applicable for a chartered Rajdhani type train with

entire AC COACHES.iii) For a chartered Shatabdi type train with entire AC coaches, the

minimum chargeable distance will be 200 kms, with minimumcomposition of 10 coaches.

iv) The composition can be changed on request of IRCTC, but notbelow minimum charge of 10 coaches plus service charges at15% and the detention charges.

v) For clearance of extra rush or for clearance of waitlist, or for trainrunning in public interest, no minimum composition or distance isapplicable.

vi) In the case of special trains over Hill Sections (NG), the minimum chargeable distance will be the chargeabledistance (inflated) of the whole section subject to a minimumof 200 kms.

the minimum composition will be maximum permissible load(no. of coaches) for the concerned section.

CHARGES FOR SPECIAL TRAINS:

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1) The charges will be calculated on point-to-point basis.2) Full adult Express farer of the concerned classes will be levied both

for adult and child passenger3) No concession is allowed for booking a special train except in the

case of Kisan specials and Industrial Workers specials.4) The charges will be levied for the actual number of passengers

traveling or the MCC of the coaches whichever is more.5) If any journey involves more than one gauge, the fare should be

calculated separately for both gauges.6) The charges should be levied on pro-rata for extra passengers if

any, before or at the time of commencement of journey.7) Extra passengers if found traveling without payment of charges will

be charges at pro-rata with penalty as per rules.8) A service charge of 15% will be levied on the total fare. The service

charge will not be collected on Circus Special Trains.

Ref.: C. 518/III/P/Vol. VI dt.14/12/2001For charging of special trains/coaches at Full Tariff Rates, the servicecharge will be levied only on fare and not on any othercharge/surcharge including safety surcharge.

9) The charges should be paid in full atleast 48 hours in advance ofthe departure of the train.

10) Otherwise, running of the special train will be countermanded andthe registration charge-cum-security deposit will be forfeited.

11) Empty haulage charges will be levied for flat 200 kms. Per coach forevery journey at the prescribed rates including single journies also.No empty haulage charge will be levied for IRCTC Coaches.

Empty haulage charge Rates w.e.f. 15/01/1998:

Type of Coach Rate per Coach per km.

AC Coach Rs. 16/-Partial AC Coach Rs. 14/-Non AC Coach Rs. 12/-

12) Identity Card to the passengers: The number of passengers traveling should be indicated in the

application for special train at the time of booking and the listof their names should be submitted to the SM of theoriginating station before commencement of journey.

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The organizer should issue an identity token to eachpassenger as an authority to move in and out of the enroutestation.

The identity token should be signed and stamped by the SM ofthe originating station.

SM can permit name change subject to a maximum of 10% ofthe group due to illness or any other emergencies tilldeparture of the special train.

13) DETENTION CHARGES:If the party detains special train at starting/enroute/destinationstations, without allowing any free time detention charges will belevied as follows:

Type of coach

Detention charges per

hour or part per BogieBG MG/NG

AC Coach Rs. 221/- Rs.182/-Partial AC Coach Rs.163/- Rs.130/-Non AC Coach Rs. 130/- Rs.104/-

The detention charge is levied subject to a minimum ofRs.600/- per Bogie.

It is levied during the halts of the special train at the requestof parties.

Minor halts of a few minutes for passengers to entrain/detrainare not charged.

For keeping the engine in steam or detention to Electric/Diesellocomotives the charge is levied at the rate of Rs.250/- on BGand Rs.150/- on MG/NG per hour or part per engine.

14) Procedure to apply for special train:

On payment of registration-cum-deposit charge, party shouldsubmit an application to the CPTM through the SM of theoriginating station.

The application should contain the number of passengers,destination, route and halts required enroute, duration ofhalts, etc.

The application should be submitted atleast 30 days inadvance of the journey and not more than 6 months. CPTMcan permit special trains within 30 days in advance of thejourney also.

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Arranging the special train, programming the movement, etc.will be the discretion of the Railway.

On arranging the train, CPTM will issue the approvedprogramme for the entire tour to the party with copies to thestations concerned and operating branch.

If the special train could not be run, the CCM will refund theregistration-cum-deposit charge on surrendering the moneyreceipt with an application.

15) FOLDER:

CCM will issue a folder to the party containing details ofsanctioned tour programme before commencement ofjourney,

Also columns are provided in the folder to record the details

of tour programme actually followed, type and carryingcapacity of the vehicles attached in the train, etc. The SM has to fill up the details of detention to the train, etc.

in the folder under his seal and sign. The SM should not start the special train unless all relevant

details are recorded in the folder. The party should ensure that all relevant columns in the

folder are filled in by the SMs of tour commencing station,halt stations enroute and at the destination.

On completion of the tour, the party should submit the folderwith all necessary entries to the SM of the tour originating

station within 15 days of completion of the tour. The SM should submit the folder to Traffic Accounts office for

verification of the charges due for the tour.

16) COUNTERMANDING CHARGES:

If the party cancels the request for a special train, countermandingcharges will be levied as follows:

Time of cancellation Countermanding charges

Up to two days earlier than thescheduled Day of journey

10% of registration fee

One day in advance excluding the dayof Journey and up to four hours beforeScheduled departure of the train.

25% of the chargeable fare

Within four hours before scheduledDeparture of the train and after wards

50% of the chargeablefare.

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SPECIAL TRAIN FOR FILM SHOOTING

A special train consisting of maximum of 4 bogeis orequivalent excluding brake van may be arranged for shooting offilms on partys request.

The charges will be collected subject to a minimum of Rs.94,000/- per day as follows:

1) Actual Fares for the seats provided in each class of bogies for the distance the train is run subject to a minimum ofRs273-80 per km per train on BG and Rs.341-60 per km per train onMG/NG.

2) For any additional coaching vehicles attached, fares forthe actual seats provided in each class of vehicles for the distancethe train is run subject to a minimum of Rs.10-71 on BG and Rs.17-

38 on MG/NG per 4-wheeled vehicle or Rs.21-40 on BG and Rs.34-80on MG/NG per bogie.3) Charges for the luggage loaded in the vehicles at

luggage scale rates subject to a minimum of Rs.10-71 on BG andRs.17-38 on MG/NG per km per 4-wheeled vehicle.

4) Charges for luggage loaded in the luggage portion of the brake van at luggage scale rates subject to a minimum weight forcharge for 60/40/35 qtls. Over BG/MG/NG.

5) Dining car & Kitchen car if any will be charged @ Rs.45/- per km per car on BG and Rs.41/- per km on MG.

6) Detention charges will be levied for detention on

partys request as follows;

Type of Coach

Detention charges per

hour or part per bogie.

BG MG/NG

AC Coach Rs.221/- Rs.182/-Partial AC Coach Rs.163/- Rs.130/-Non AC Coach Rs.130/- Rs.104/-

The detention charge is levies subject to a minimum of Rs. 600/-

per Bogie. Half of the above charges will be levied for 4-wheeled vehicles per

12 hours of part.7) Detention to Engine is charged as follows;

If detained at the place of shooting, Rs.250/- perhour or part on BG and Rs150/- per Hour or part on MG/NG.

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If light engine is run to/from any depot, anempty haulage is levied @ Rs.150 per km

8) A service charge of 15% will be levied on the overallcharges.

SPECIAL COACHES/SALOONS IN REGULAR TRAINS.

Priority for attachment of special coaches in regular trains:

It shall be as under:1) First priority will be given to advance programmed chartered

coaches of IRCTC.2) Second priority will be given for clearance of waiting list

passengers.

3) Third priority will be given to coaches attached on FTR (Full TariffRate)

In addition to special coaches, tourist cars and saloons can also beattached with regular trains as per the request of the passengers.

Except the following conditions, all other rules and conditions areapplicable as for Special Trains.

Minimum Distance & Charges for Special Coaches:

i) The minimum distance for charging a special coach will be 500kms. For Mail/Exp. Trains.

ii) The minimum chargeable distance of 500 kms is applicableseparately for outward and return journey.

iii) The distance may be reduced on operating convenience or forbusiness development of IRCTC coaches.

iv) Incase of Rajdhani/Shatabdi type trains, the coaches will bebooked only from end to end.

v) In the case of special coaches over Hill sections (NG), the minimum chargeable distance will be the chargeable

distance (inflated) of the whole section subject to a minimumof 200 Kms.

FOLDER:

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Security deposit-cum-registration charges for chartered IRCTCCoaches/Special Trains :

1. The IRCTC will deposit one time lump sum amount of Rs. One Lakhin the name of Indian Railways for coaches to be attached to

regular trains.2. The deposit amount will be Rs.15 Lakhs in case of special trains

booked by IRCTC.3. The amount will be deposited with Northern Railway at New Delhi

against a Money Receipt.4. This deposit is valid for one year irrespective of the Zonal Railway

who allots the coach.5. The IRCTC will request the Zonal Railway for coaches duly enclosing

the copy of the above Money Receipt.6. At the end of the year, the deposit may be refunded or renewed for

one year at a time as per the request of IRCTC.7. The deposit amount shall not be adjusted towards fare and other

charges due for the coaches.8. The charges like, detention charge, undercharge, cancellation

charge, etc. should be paid by IRCTC separately to the concernedZonal Railway on demand.

Permission for block booking by IRCTC :

a) Block booking across the counter may be permitted for IRCTC tourson request from an Officer of IRCTC of the rank of Group General

Manager (GGM) or above.b) It is permitted for not more than 50 berths in a train at a time or

25% of the accommodation of the class of travel available in thetrain whichever is less.

c) All details such as name, age, sex, etc. should be furnished at thetime of booking.

Earmarking of Coaches/Berths within the regular train

composition for IRCTC value added tour packages

IRCTC may book special coaches by regular trains purely for tourpackages and such coaches will be known as Chartered IRCTC Coaches.

1) As far as possible additional coaches may be attached on Full TariffRate (FTR) to the regular train composition for IRCTC tours.

2) Berths may be earmarked in regular trains for IRCTC tours, When the train is running in full load and additional coach

could not be attached.

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When the demand is for less than a coach.

3) The tour package should be for a minimum duration of six monthscovering the lean and peak seasons. The CCM/PM may waive thecondition of minimum duration of six months.

4) The tour periodicity may be of weekly, fortnightly, etc., and this

periodicity should be uniformly maintained for the whole duration.5) The itinerary and modalities of the tour package will be decided

jointly by IRCTRC & CCM/PM of the Zonal Railway.6) The tour proposal and the details of specific trains should be

submitted to the CCM/PM atleast three months in advance of thefirst trip and not more than six months in advance of the first trip.

7) With specific permission from CCM/PM, the application forearmarking of coaches/berths may be submitted within threemonths in advance also.

8) Coaches/Berths in the regular trains shall be earmarked on end-to-

end basis only. The CCM/PM can relax this condition duly ensuringthat there is no loss of revenue to the Railways.9) Payment of charges :

i. On approval of the tour package, IRCTC will deposita Service Charge as initial deposit, which is non-refundable.

ii. It is calculated at the rate of 15% of full adult faresleviable between the pair of stations for the entire tour package.

iii. It should be paid atleast 70 days in advance of thefirst trip of the package. If the amount exceeds Rs.3 Lakhs, itmay be paid in three installments. But the whole amount shouldbe paid atleast 70 days in advance of the first trip.

iv. The fare for each and every subsequent journeyshould also be paid minimum 70 days in advance of the journeydate.

v. If the fares are not paid as above, the coach/berthsearmarked will be opened for general booking as per existingrules (60 days in advance).

vi. The fares will be calculated for the CC of the coachor the actual number of passengers travelling whichever ishigher in case of earmarking of coach. In case of earmarking ofberths, fares will be calculated for the number of berths

earmarked as per the advance programme.vii. The fares will be collected in full even for children,

Sr.Citizens, students, etc.,viii. No concession is admissible in fare when

coach/berths are earmarked within the regular traincomposition.

ix. In addition a service charge of 15% of the totalfare will also be collected.

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4) Empty haulage charge and detention charges will not be leviedprovided the party vacates the coach at the destination.

5) All charges must be paid atleast 48 hours in advance of thescheduled departure of the train.

6) The itinerary will be jointly decided by IRCTC, S.Rly. and KTDC.

7) No concession or free passes will be allowed.8) Railways will not be liable for any damages if the scheme is

terminated at short notice.

The above instructions are valid on experimental basis for a period of sixmonths for tours organized by IRCTC from April to September 2001(No.c.518/III/P/Vol. V dt. 16/03/2001)

COMMERCIAL ADVERTISING

Railways finances have come under a great strain due to the followingfactors:

Steep increase in staff cost after implementation of Vth PayCommission recommendations.

Drop in earnings due to drop in railways market share Inadequate budgetary support to bear the ever increasing social

costs. Increased requirements of pensionary benefits due to resumption of

retirement during 2000 2001. Requirement of additional funds to the tune of 3000 crores to

implement the recommendations of Railway Safety ReviewCommittee.

In this context, it is imperative that supplementary revenues must beapart from traditional resources. Some of the non-traditional sourcesadopted by the Railways are as follows:

a) Own Your Wagon Scheme (OYWS)b) Build, Operate, Lease & Transfer Scheme (BOLT)c) Right of way for laying optical fiber cable along rail network

d) Commercial use of Railway land and air space.e) Commercial Advertising

Modern approach to Commercial Advertising :

As a carrier of more than 12.5 million passengers daily through 6867stations located across the nerves and bones of the country advertisinghas enormous potential to explore.

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The following thrust areas have been identified to generate additionalresources through commercial advertising in addition to regular methodsof displaying advertisements in the Railway premises.

i) Freight wagons:

Advertising space on the panels of freight wagons could be offered, as thewagons are moving in various geographical areas of the country.

ii) Passenger trains:

Coaches of prestigious trains like Rajdhani/Shatabdi express could beoffered for exclusive advertising rights both interior and exterior of theentire train. Sponsorship of uniform for onboard staff and subsidizedsupply of products like toiletries, tea/coffee bags, sauce/pickles, etc.could also be offered. Separate packages could be developed forsuburban and other Exp/Pass. Trains.

iii) Railway Level Crossings:

Level crossing gages where road users are made to wait for the passingtrains could be offered for commercial publicity.

iv) Sites along Railway track:

Revenue generation could be attempted by offering advertising rightsalong track-side especially within the city limits nearing the stationswhere the speed of the trains are slow down due to bunching arrival oftrains in the terminals.

v) Railway Stations :

Apart from generating revenue, commercial advertising at stations can beutilized to uplift the overall view of the station premises. Firms may beasked to sponsor the renovation of furniture at passenger interface points

like, platforms, waiting halls, offices of frontline supervisors, etc. Theoffer could be made more attractive by offering the rights for longerperiods.

vi) Other areas of advertising :

Apart from five major areas as detailed above, there are miscellaneousareas such as Public Announcement channels in trains and stations,

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Reservations Forms, Reverse side of Computer Printed Tickets, LCDdisplay boards, Touch Screen terminals for enquiry, etc. Though theearnings may be less the offer will reduce the railways expenditure onmaintaining these items.

vii) Advertising on Railway websites :

Web advertising is a dynamic field, which offers striking appeal at lowcost among the net users. The Southern Railway web sites(Southernrailway.org and srailway.com) offer a comprehensive range oftravel-related information, which attracts huge number of visitors. Theindustrial & business houses can advertise their products through banner,panel and links.

Various advertisement media provided by Railways :

Various advertisement media are offered to suit the specific needs ofadvertisers to reach selected group of people. For the purpose of tarifffixation the media are classified as Standard media and Non-standardmedia.

Posters including cinema posters are classified as standard mediafor which Railway Board fixes the tariff.

The following are various non-standard media for which the tariffcan be fixed by respective divisions with approval from Headquarters.

1) Painted boards & enameled plates.2) Hoardings3) Illuminated advertisements such as neon sign, show cases,

glow sign boxes, etc.4) Electronic display boards5) Sign blow clocks6) Electronic digital clocks (Rs.2000 for single sided and Rs.3500

for double sided in addition to electric energy charges)7) Display inside the coaches

8) Painting advertisements on the outside panels of EMI coachesand Diesel cars (Red and Green colours should not be used)9) Painting advertisements on boundary/building walls10) Coach indication slips (Rs.4000/- per one-lakh slips for a text

of size 2.5 X 6. Also coast of stationery, printing and supplyshould be borne by the party)

11) Lunch cardboard boxes.12) Closed Circuit TV

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13) Advertisement on reverse side of CPT (Rs.10,000/- per lakhtickets for a text of size 2.5 X 2.5)

14) Timetables(Item Nos. 12 to 14 are dealt at Headquarters only)

General conditions to accept an offer to display advertisement :

1) Stations are classified into four for the purpose of levy of charges asfollows: Super Class (MAS, SBC) Special Class (CBE, TPJ, MBM, TBM, MSB) AClass (SA, PDY) B Class (Not otherwise classified) A Class stations are charged 20% higher than B class

stations.

2) On receipt of partys offer for advertisement space at a station,DCM will entrust the case to a CMI for spot inspection.

3) The Secrecy about the space requested will be maintained.4) The offer should contain medium of advertisement, size, total

number required, single/double sided, details of location with arough sketch, ordinary position or special position, etc.,

5) Sites above booking windows, inside the Foot Over Bridge, Subwaysabove the entrance and exit passages, Sites, which are in vantagepositions, are treated as special positions and will be charged 50%extra.

6) Site Inspection :

i. The site if offered should not obstruct the railwaysignals

ii. Display on the site should not obstruct view ofother display materials.

iii. Free movement of passengers should not beaffected in the least.

iv. Display should not be hindrance to the normalrailway working.

v. Safety of travelling public should be ensured indisplaying the advertisements.

vi. Whether the site comes under Special/Ordinaryposition will be decided by the CMI.

vii. Allotment of sites at Model Stations (MAS, MS,MDU, MYS, CBE, SBC, TPJ & TVC) should be with priorclearance from CE and approval from CCM (PS).

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7) After site inspection with CMI should certify whether the site couldbe allotted or not.

8) If site could be allotted, DCM will intimate the party duly fixing thetariff.

9) The rental charges should be paid within 21 days to the Divisional

Cashier and the remittance particulars should be sent to DCM.10) The party should execute a contract form.11) When more than one party demands the same site or the rental

charges are not paid within 21 days, the site can be allotted as perpriority of date of requisition.

12) The advertisement material should be delivered at DCM office or atthe station concerned by the advertiser.

13) The advertiser should supply the materials required to fix theadvertisement and the Railway will fix it in the site. The partyshould fix/remove the material if the size is more than 50 sq. ft.

14) Any change in the advertisement material during the contractperiod is permitted with prior approval of DCM.

15) On termination of contract, the advertiser should remove thematerial within a months period. Otherwise Railways will disposethe material, as they like.

16) The advertiser should pay advertisement tax if any directly to thelocal government bodies.

17) DCM will advise the SM regarding permission granted for display ofany advertisement material in the station.

18) SM should maintain an advertising register with details of alladvertisement materials displayed in the station with their date of

expiry of the contract.19) The SM should check the advertisement materials on display every

month and deficiencies, if any should be advised to DCM.20) If no instructions received till the date of expiry of contract for any

advertisement material, SM should immediately refer the matter toDCM, keeping the material displayed.

Contract for CCTV :

1) Headquarters will award contracts for Closed Circuit Televisions

normally for a period of 3 years only.2) CCM (PS) will fix reserve price for each station at the initialstage.

3) Before expiry of the current term, action should be initiated forrenewal of contracts.

4) If contract is awarded to any other person than the existingcontractor, the other person should install the system well intime to avoid loss of revenue.

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5) Otherwise, the existing contractor may be allowed to operate thesystem on collection of proportionate charges.

Note: As per the existing instructions, the divisions award the contractfor CCTV.

Role of Canvassers:

In Southern Railway 92 accredited canvassers procure the business ofcommercial publicity making 70% of the advertisement earnings. Acanvasser is authorized to request for advertisement sites on behalf ofhis client and offers his services in remitting the rental charges,displaying the advertisement material in the allotted sites, etc. At thetime of renewal of contract, the canvasser may collect and remit therental charges or obtain necessary letter when the client is notinterested in renewing the contract. But Railways enter into contractonly with advertisers. The canvasser may accompany the CMI duringsite inspection.

A canvasser should have Previous experience in advertising Leading firms or any publicity media as his clients. Capacity to procure a minimum business of Rs.12,000/- per year. A separate unit consisting of an artist, painter, carpenter, etc. to

undertake the advertising in the Railways. Good credentials which should be certified by the CMI after

verification of his office.

Whenever any firm/individual applies for enrolment as canvasser, the CMIshould recommend the case on the above conditions, which will beforwarded to Headquarters for approval and appointment.

Commission charges payable to the canvasser:

The business is calculated on financial year basis.Business upto Rs.One Lakh 15 % Commission.

Business beyond Rs. One Lakh - 20% for the amount exceedingRs.One Lakh.

SAFETY OF PASSENGERS, LUGGAGE AND PARCELS

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Railways being the prime mode of transport of passengers and theirgoods are liable for their safe carriage to the destination. While safety ofpassengers depend on safe running of trains, the safety of goods dependon security measures taken by Railways. Despite the provision of variouspenalties for the offenders under Railways Act, 1989 crimes like dacoity,

looting, etc., become frequent, thus endangering the safety of passengersand their belongings. The GRP are responsible to maintain law and orderin the Railway premises and the RPF are responsible for protection ofrailway property/booked goods.

To ensure safety of passengers and their belongings, Railways aretaking a number of precautions. Anyhow the efforts can give theexpected results only when the travelling publics are co-operating withthe Railways. Hence the user publics are also educated to ensure bettersafety during their presence in the railway premises.

Basic safety measures taken by Railways:

(i) High/Medium level platforms for convenientboarding/detraining of passengers.

(ii) Provision of footboards in the coach to ensure safeboarding/detraining of passengers at low-level platforms.

(iii) Provision of first aid boxes with Guard/TrainSuperintendent of the train.

(iv) Training of train staff in first aid.(v) Provision of luggage locking chains in the compartments.

(vi) Prohibition of carriage of explosives and other inflammablearticles in the compartments.

(vii) Locking of doors and vestibules of coaches during night.(viii) Provision of secret cameras in platforms of important

statins to watch the movement of miscreants.(ix) Provision of armed escorts in the long distance trains

passing through vulnerable areas.(x) Provision of mobile police stations in important trains.

Role of train staff in ensuring safety of passengers and their belongings:

1) Doors of the coaches should not be kept open when the train ison the run.

2) To avoid theft of luggage, the vestibules should be closed duringnight.

3) The doors of the coaches should be closed and the train staffshould open one of the doors in the platform side to enableboarding/detraining of passengers at enroute stations.

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4) The Train Superintendent should assist in lodging FIR in case ofany crimes committed in running trains.

5) The train staff should prevent unauthorized entry ofbeggars/hawkers in the reserved coaches.

6) The Guard should lock the unmanned parcel van, if any in the

train to prevent running train theft.7) Commercial staff should ensure that the parcel vans/wagons are

not overloaded.8) Uneven/haphazard loading of heavy consignments should be

avoided as they can easily cause derailments.9) Defective doors of wagons/parcel vans should be immediately

repaired.10) The Guard and Staff of AC coaches should ensure provision of

fire extinguishers to avoid fire accidents.

Special protection to lady passengers:

(i) To prevent instances of lady passengers put to inconvenience byanti-social elements, GRP, RPF and frontline staff should begeared up to react promptly.

(ii) Lady constables may escort Ladies compartments.(iii) The vulnerable sections and trains should be identified and a

joint team of Officers from Commercial, RPF and GRP shouldconduct regular drives.

(iv) Regular co-ordination meetings should be conducted to chalk outthe strategies to prevent the nuisance.

Preventive measures against terrorist activities :

a) Ticket checking staff should check the entry of unauthorizedpassengers in coaches.

b) The ticket checking staff should be vigil and should look for anyunclaimed object in the compartments or in the platforms.

c) Ticket Collectors should check the entry of unauthorized personsand carriage of explosives and other inflammable articles in therailway premises.

d) The parcel office staff should be more careful while accepting theparcels and luggage.e) They should inspect the suspected packages for mis-declaration, if

any.f) If any unidentified and unclaimed articles are noticed, the staff on

duty should immediately report to the SM.g) The SM should pass on such message to RPF/GRP/Local Police

immediately.

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Announcements through audio systems to educate the public :

To achieve more fruitful results from the efforts being taken by Railwaysin ensuring safety of passengers and their belongings, co-operation from

the passengers is needed. Hence the passengers may be educatedthrough the audio systems by making announcements as follows:

1) Do not entrust your luggage to strangers.2) Do chain and lock your luggage with the wire ropes provided

underneath the seats.3) Do not leave your luggage uncared during your absence.4) Do not accept eatables from co-passengers.5) Do purchase all eatables by yourself.6) Beware of unauthorized hawkers.7) Do not exhibit expensive articles, jewel, cash, etc.8) Do not seek any information or any assistance from unknown or

unauthorized persons.9) Take care of your children during travel.10) Be careful of your pocket while boarding/alighting from train.11) Do not touch unclaimed property.12) Lady passengers to avoid sitting and standing by the side of open

windows/doors, which are easily accessible for chain snatching.

Campaign against carriage of explosives and inflammable articles :

Carriage of explosives and inflammable articles in passenger trains arestrictly prohibited and punishable under Sec. 59 & 164 of Railways Act,1989. But passengers are likely to carry crackers as part of luggageduring festival seasons. Hence Railways are undertaking campaignagainst carriage of these materials in trains.

This propaganda should be carried out through public addresssystem, CCTV, etc.,

Posters are exhibited in prominent places in the station premisesand in trains desisting the travelling public from carrying such

articles. Ticket checking staff and RPF staff mush exercise sufficient care inchecking the passengers luggage.

Any article of inflammable nature detected should be removedimmediately and action taken against the defaulter.

Alarm chain pulling

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Alarm chain apparatus has been provided in the compartments as ameans of communication between the passengers, guard and the driverof a train. In case of any emergency a passenger can pull the alarm chainto stop the train. But some miscreants misuse the alarm chain to stopthe train. Under Sec. 141 of Railways Act, 1989 unauthorized alarm

chain pulling is punishable. To deal with unauthorized alarm chain pullingthe Railways are taking the following steps:

1) As soon as the driver gives indication by whistling regardingunauthorized alarm chain pulling, the train staff includingRPF/GRP on escorting duty should become alert and get down tolocate the coach.

2) The staff should make efforts to detect and apprehend theperson who has interfered with the apparatus.

3) The Guard should give a report in the prescribed proforma induplicate with full details and hand over one copy to the SM whowill pass the same to the GRP.

4) GRP will initiate further action including legal action to book theculprit.

STATUTORY OBLIGATIONS OF RAILWAYS TOWARDS PASSENGERS

Under the Railways Act, 1989 the following are the statutoryobligations towards passengers:

Sl.

No.

Section

No. Subject1 49 Exhibition of timings and fare tables at stations2 50 Supply of tickets on payment of fare

3 51Ticket is issued but the class/train not having

accommodation for additional passengers4 52 Cancellation of ticket and refund5 53 Prohibition against transfer of certain tickets6 54 Exhibition and surrender of tickets and passes7 55 Prohibition against travelling without ticket or pass

8 56Power to refuse to carry persons suffering from infectious or

contagious diseases9 57 Maximum number of passengers for each compartment10 58 Earmarking of compartment for ladies

11 59Communication between passengers and railway servant incharge of train

SECTION 49 Exhibition of timings and fare tables at stations :

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1) The following are to be displayed in a conspicuous andaccessible place at every station in Hindi, English and Regionallanguage :

Arrival and Departure timings of trains carryingpassengers and stop at that station

Fare list from that station to other stations asconsidered necessary

2) A copy of the timetable in force shall be kept in SMs office forpassenger reference.

SECTION 50 Supply of tickets on payment of fares :

1) Every person desirous of travelling on a railway shall besupplied with a ticket on payment of fare with the following details :

Date of issue Class of travel Stations between the ticket is issued Fare

The above details should be in Hindi, English and regional languagein case of the lowest class and in Hindi and English in case of allother classes.

The Central Government may exempt the details being specified ina particular language if it is not feasible due to mechanization.

2) Also the working hours of the booking windows should bedisplayed.

SECTION 51 Ticket is issued but the class/train not havingaccommodation for additional passengers:

1) A ticket is deemed to have been issued subject to the conditionof availability of accommodation.2) If no such accommodation available and the holder travels in a

lower class, he is entitled for refund of the difference in fares onreturning the ticket.

SECTION 52 Cancellation of ticket and refund:

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If a ticket is returned for cancellation, it should be cancelled and theamount should be refunded as may be prescribed.

SECTION 53 Prohibition of transfer of certain tickets:

1) A ticket issued in the name of a person shall be used only by thatperson.

2) An authorized Railway servant may permit change of name of apassenger on reserved tickets.

3) Mutual transfer of a reserved seat/berth by passengers travelling bythe same train is not prevented.

SECTION 54 Exhibition and surrender of tickets and passes:

1) Every passenger should present his ticket/pass for examinationon demand by an authorized railway servant during or at the end ofthe journey.

2) Also the ticket/pass should be surrendered at the end of thejourney.

3) If the ticket is issued for a specified period, it should besurrendered on the expiry of such period.

SECTION 55 Prohibition against travelling without ticket/pass:

1) No person should enter or remain in any carriage for the purposeof travelling unless he has a proper ticket/pass or obtained

permission of an authorized railway servant.2) The permission should be in the form of a certificate that he has

been permitted to travel on condition that he subsequently pays thefare.

SECTION 56 Power to refuse to carry persons suffering from infectiousor contagious diseases :

1) Any person suffering from infectious/contagious diseasesprescribed should not enter or remain in any carriage or travel in a

train without the permission of an authorized railway servant.2) The authorized railway servant giving such permission shouldarrange for separation of such person from other persons in thetrain.

3) Without obtaining permission as above if any such personenters/remains in any carriage or travels in a train andaccompanying person if any, shall be liable to forfeiture of theirticket/pass.

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4) Also any authorized railway servant may remove them fromrailway.

SECTION 57 Maximum number of passengers for each compartment :

1) The Railway shall fix the maximum number of passengers, whichmay be carried in each compartment, subject to the approval of theCentral Government.

2) The number should be conspicuously displayed inside/outside ofeach compartment in Hindi, English and one or more regionallanguages commonly in use in the areas served by the railway.

SECTION 58 Earmarking of compartment, etc. for ladies :

Every railway should earmark one compartment or such number ofseats/berths as the railway may think fit in every train carryingpassengers for the exclusive use of females.

SECTION 59 Communication between passengers and railway servantin charge of train :

1) In every train carrying passengers such efficient means ofcommunication between the passengers and the railway servant incharge of the train should be provided and maintained by theRailway.

2) When such means of communication in a train is being misused, it

may be disconnected in that train for such period as the Railwaysthink fit.

3) A Railway may be exempted from providing such means ofcommunication in any train under any circumstances specified bythe Central Government.

ORGANISATION TO DEAL WITH PUBLIC COMPLAINTS & REMEDIES

Customer grievances are the feedback on the quality of service.They are the mirrors through which self-analysis can be done to improve

the quality in service rendered.

Public complaints arise due to,

Actual deficiency in service Imaginary deficiency due to high expectations Wrong information and No information

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Public complaints show what we are. It is the first step taken to aim forwhat we should be! Taking action towards what we should be will moveus from where we are to where we should be, i.e., creating a feelingamong the customers that we are an organization who cares for them.

Some of the regular complaints are,

1. Non-issue of LCC by TTEs in trains2. Non-availability of FIR forms with TTEs/Guards3. Non-availability/Bad condition of wheel chairs for

use of invalids4. Late display of reservation charts.5. Non-availability of coach indication slips &

reservation charts in both sides of coaches6. Parcels not stacked properly in platforms7. S.T.Holders, unauthorized vendors and beggars

travelling in reserved compartments8. Non-availability of water in coaches9. Failure of clean toilets

10. Non-functioning of lights and fans in the coaches11. Supply of dirty bedrolls in AC coaches.12. Non-supply of face towel along with bedroll13. Insect menace in AC Coaches14. Defective window/shutters in coaches15. Inadequate cooling in AC coaches

As the above problems are perpetual, the rail users consider the Railwaysas an inefficient organization. They were angry at Railways failure inattending the above grievances.

How to handle public Complaints ?

An open mind approach to solve problems created by actualdeficiency

Avoiding defensive approach in dealing with criticisms

Correcting wrong information by supplying authentic information Ensuring supply of full information through various media Educating the customers in availing our services Continuous counseling of frontline staff through effective training Creating a feeling that we really care for customers through

proactive service

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1) All complaints received through different points like B.O/P.O/G.S/V.R.R., etc., will be entered in the personal computer in theprescribed format.

2) One printed copy of the complaint should be kept in the office ofDy.SMR (Commercial).

II. Processing of Complaints by Stations:

1) When the action to be taken by a local supervisor,- a JOB CARD is printed by the system- JOB CARD should be handed over to the respective supervisor- Feedback obtained from the Supervisor should be entered in the

P.C.

2) When the complaint is to be enquired by the Complaints Inspector,-

Complaint should be transmitted to the Divisional Office.- JOB CARD is printed in the Divisional Office handed over to theComplaints Inspector for conducting enquiry and fixing theresponsibility.

- Feedback obtained from the Complaints Inspector should betransmitted to the complaint-registering unit.

3) When the Complaint pertains to other Divisions/Zones :- the complaint should be transmitted to the concerned division/zone

through e-mail.- Original record is kept at the forwarding station.

III. When the complaint is received by the Division:

- Complaints Inspector will enquire the complaint- The complainant will be replied by the division.

IV. When the complaint is received by the Zonal Railway:

- Zonal railway forwards the complaint to the concerned division.

- Division should redirect the same to the concerned station.- The feedback should be sent to the Zonal Railway and Zonal

Railway will reply to the complainant.

Time limit for acknowledgement:

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When the complaint is received at the Station, the complaint will beacknowledged on the spot, or within 24 hours after receipt of thecomplaint.

The complaint is acknowledged through the Computer itself. All

replies/feedbacks should be given within 3 days and in case enquiryinvolved, within 7 days.

Maintenance of Database:

Necessary data and statistics will be maintained by each unit under thefollowing heads:

1) Complaints registered.2) Complaints transmitted to other locations3) Complaints received from other locations4) Feedback on complaints5) Action taken

The data should be kept on floppies on daily/weekly/monthly basis.

Monitoring onboard deficiencies :

The deficiencies noted by TS/COR/TTE should be given to the Dy. SMR(Comml). This should be treated as an INTERNAL COMPLAINT andshould be processed exactly in the same manner as EXTERNAL

COMPLAINTS. Separate data & statistics should be maintained aboutINTERNAL COMPLAINTS.

Conclusion:

When British Airlines was incurring heavy losses and got a poorservice, due to 7 year long campaign from 1983 to 1989, calledputting the customer first, they became one of the worlds mostprofitable organization.

Hence Indian Railways can also achieve their corporate objectives ofImproving Quality and Reliability in Service, by putting the Customerfirst.

CITIZENS CHARTER ON PASSENGER SERVICES OF INDIAN

RAILWAYS

** Provide safe and dependable train services.

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** Set notified standards for various services wherever possible** Ensure adequate passengers amenities in trains and at

Railway Stations** Provide courteous and efficient counter services** Set up a responsive and effective grievance redressal

machinery, at various levels for time bound resolution ofcomplaints and grievances as far as possible.

CUSTOMER CARE & Its IMPORTANCE

Customer Care & Customer Service are the subjects being given alot of importance in the present competitive market in all customerrelated services. Similarly the Railways are also equally concernedsince the Customer Care is a very important tool in enhancing theimage of the organization and thus the market share.

What is Customer Care?

It means that a customer should get a feeling that he is being takencare apart from normal service for which he paid the charges. It doesnot mean mere transport of passenger or goods from one place toanother in Railways, but also involve an extra care and concern.

The importance of Customer Care in Railways :

The preamble of the citizens Charter on passenger services of Indian

Railways emphasis the importance of customer care as follows :

** Provide safe and dependable train services.** Set notified standards for various services wherever possible** Ensure adequate passenger amenities in trains and at

Railways Stations** Provide courteous and efficient counter services** Set up a responsive and effective grievance redressal

machinery, at various levels for time bound resolution ofcomplaints and grievances as far as possible.

Thus the citizens charter has given a commitment to the customers toset notified standards for various services and provided courteous andefficient service. Southern Railway coined a motto We Care to showtheir concern to the user public.

Why customer care is necessary?

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To retain ourselves in the market:

The market share of the Railways has been declined alarmingly due tovarious reasons. One of the major reasons for the same is anti-customer

approach and poor customer care. By improving the customer care, theRailways can retain the existing traffic to survive in the market.

To face competition and to build up a good image:

Building up a good image of the organization lies in the 100% loyalty offrontline staff who are directly dealing the customers. The competitionfrom the other modes of transport in the field of revenue earning traffic isa major threat for Railways. To face this competition the Railways shouldbuild up a good image apart from providing safe & satisfied transport to

the customer. Every staff has to do his best to build up a good imageamong the rail users.

To minimize the deficiencies in service:

As the customer awareness is increasing, there is an urgent need toimprove the awareness of staff about our accountability towards thecustomers. A large number of cases are filled in consumer redressalforums against Railway services. Any deficiency noticed by the forumleads to award of compensation to the customers. Hence we are bound totake steps to minimize the deficiencies in our service. Due importance

given to Customer Care will certainly minimize the number ofdeficiencies.

How to improve customer care in Railways?

For our own survival in the market, customer care has to be given its dueimportance. The following suggestions are made to improve thecustomer care in Railways.

1) Improvement of customer care requires a substantial

commitment at various levels. Everyone in the organizationshould continuously strive to achieve the goal.2) To study the opinion of the customers, customer surveys,

internal audit and quality improvement programmes may beconducted at regular intervals.

3) Present training programs and communication systems may berevamped to support the new emphasis on customer care.

4) Staff should be trained to be pro-active in their services.

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5) A strategy to improve customer care should be evolvedconsidering the following aspects:

Proper recognition to the staff rendering outstanding service. Proper counselling of staff wherever necessary

Improsing severe penalties on staff with improper behaviour Educating the rail users to avail our services effectively

6) Put yourself into the shoes of your customer Every frontlinestaff should know the problems faced by customer, so that hecan understand the feelings of a customer.

7) Staff should never lose temper staff should be trained tocontrol their emotions as they are facing hundreds andthousands of human beings in their transaction.

8) Staff should be positive in their approach staff should find out

all possible means to accommodate the needs of a customerwithin the framework of rules.9) A customer may be bad; but not an employee of a service

organization Remember the perishable nature of our product,i.e., transportation. It cannot be saved like other products forfuture sales.

10) Individual customer is important to the organization Onesatisfied customer may not bring another customer; but oneaggrieved customer may spoil 100 potential customers.

Role of Customers in improving the service:

In improving the quality of service, the user public can also play a vitalrole by their co-operation to the Railways as follows:

1. Observing clean and hygienic behaviour by proper use offacilities.

2. Dealing courteously with fellow passengers and railway staff.3. Maintaining proper queues wherever necessary.4. Abstaining from smoking and drinking where there is prohibited

as a courtesy to fellow passengers.

5. Travelling light and booking heavy luggage in the brake van.6. Using the alarm chain only for sufficient reason.7. Refraining from carrying contraband, inflammable and dangerous

goods in trains.8. Not encouraging unauthorized persons, touts and unscrupulous

elements by purchasing tickets from them.9. Boarding reserved coaches only when a seat/berth is allotted in

his favour.

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10. Protecting railway property from any misuse, damage orvandalism.

ACCOUNTS FOR COMMERCIAL/TRAFFICE APPRENTICE (STAGE III)

STATION OUTSTANDINGS

Definition:

Those amounts for which the SM has became accountable, but notliquidated his liability either by remittance of cash/voucher or bytaking special credits under the rules up to the closing of the monthare called Outstanding.

Kinds of outstandings:

The outstanding is shown as Closing Balance in the credit side of thebalance sheet. These outstanding are generally related to:

i) Disallowance by the Chief Cashier.ii) Admitted Debitsiii) Disputed Debitsiv) Freight outstanding on

a) To-Pay consignment on hand awaiting deliveryb) To-Pay consignments not on hand but accounted as force

entry as per MPAc) To-Pay consignments requiring clearance by over charge

sheet due to the consignment having been diverted toother stations

v) Wharfage/Demurrage charges foregone for which remissionorder is awaited.

vi) Unsold publications like Timetables, Tariffs, etc.

CLEARANCE OF STATION OUTSTANDING

i) Disallowance by Chief Cashier :

The cash remitted by the stations are checked in the Cash office. Incase the Chief Cashier finds any forged currency notes, shortremittance, etc. He will acknowledge the amount in the C.R. Note asreceived by him and specify the particulars of forged currency, shortremittance, etc. On receipt of Receipt foil of the CR Note is receivedat station, the SM should recover and remit the shortage from the staff

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responsible. If it is not recovered and remitted during the month, thesame should be taken into outstanding.

ii) Clearance of outstanding under Admitted Debits.

Various returns submitted by the stations are checked in the TrafficAccounts office or by the Travelling Inspector of Accounts during hisinspection at Stations. If any short collection or short accountal isdetected, the same will be debited by means of an Error Advice. Theerror advice received at the station will be accounted in the debit sideof the balance sheet of the month in hand. The error sheet may beeither Admitted or Disputed by the station. In case of admitteddebits the SM should fix the staff responsible. The debit should bedisputed only under proper grounds, which should be recorded in theerror advice. If the debits remain uncleared at the close of the month,they should be taken as outstanding.

1. Admitted debits should be cleared then and there.2. Admitted debits upto Rs. 150/- should be remitted in cash.3. If the admitted debits due from the same employee exceeds

Rs.150/-, it has to be cleared in reasonable installments.4. If the admitted debits are allowed to remain outstanding for more

than 3 months the staff responsible and the supervisor will be takenunder DAR.

Procedure to clear the outstanding through salary recovery:

The traffic Accounts office (SAO/T/TPJ for Coaching and SAO/T/MASfor Goods) will prepare each month the outstanding list under the headAdmitted Debits in 4 copies station-wise for each division separatelyfor items of Rs.150/- and above and items less than Rs.150/-. The listwill be sent to DCMs, DAOs of the divisions and CCM/MAS. The list willhave the details of Staff responsible for the admitted debit,Designation, PF No., EA reference, Amount, etc., CommercialSupervisors/Inspectors should ensure that the debits of Rs.150/- andbelow as indicated in the above list are remitted in cash.

Recovery of admitted debits through pay bills:

If the admitted debits of Rs.150/- and below including cashierdisallowance if any are not made good by cash, the SM will prepare astatement of recoveries with the following details in quintuplicate.

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Name of the staff responsible, Designation, PF No., EA No. andamount, Amount to be recovered.

Disposal of statement of recoveries:

First Copy - Bills preparing authority (DPO)Second Copy - Accounting authority (DAO)Third Copy - Traffic Accounts office (TPJ/MAS)Forth Copy - DCM OfficeFifth copy - Station Record

On receipt of recovery advice from stations, DCM will advise DPOregarding the number of installments and the amount of recovery tobe made every month. Based on this advice, DPO will prepare andsend change card to the EDP centre mentioning the debit code allottedviz., 47 Commercial debits. In respect of staff removed fromservice, long absentees, etc., the recovery may be made from theunpaid salaries, bonus, etc.

Role of Divisional Accounts Office :

A record of total debits due from the staff concerned should berecorded in a Recovery register duly indicating the monthly progress ofrecovery. The DAO office after internal check of the salary bill willprepare the recovery statement in quintuplicate and send a copy tothe Traffic Accounts office with transfer certificate and three copies to

DCM office. Retaining one copy the DCM office send two copies to thestation. The SM will clear the outstanding by taking special credit inhis balance sheet enclosing one copy along with balance sheet insupport of the credit. The SM should also maintain a recovery registershowing the monthly progress.

Transfer of debits to other stations :

To ensure expeditious clearance of admitted debits against the stafftransferred to station on other division/railway, the SM should transfer

the debit to the station where the employee is presentlyheadquartered. Such transfer of debit is done on the memo calledinter-station transfer Memo. The station where the outstanding is sotransferred will take necessary steps for clearance of the same. TheSM who transfers the debit will take special credit after receipt oforiginal copy of acknowledged transfer memo.

Recovery of debits from staff leaving/retiring from service:

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Any outstanding under the admitted debits against the staff retiringfrom service or leaving the service should be recovered from thesettlement dues of staff concerned. On recovery of the amount fromsettlement dues, the DCM will send a letter of authority duly

countersigned by DAO giving full details of recovery. The SM will takespecial credit enclosing one copy of the letter of authority with thebalance sheet.

iii) Clearance of Outstanding under Disputed Debits:

The outstanding under disputed debits will be cleared on receipt andaccountal of credit advice from the traffic Accounts office withdrawingthe incorrect debits. If the objection of the station is overruled, thedebit should be taken under admitted debits and cleared in the sameway as for admitted debits.

iv) Clearance of Freight Outstanding:

1) The Freight Not on hand outstanding may be due toforced MPA entries or diversion of the consignment to otherstations.

2) The outstanding on account of forced MPA entries willbe cleared on receipt and delivery of the consignment dulycollecting the charges.

3) The outstanding due to MPA entries if found wrongly

forced, special credit should be taken enclosing a certified truecopy of the invoice issued by the booking station.

4) The outstanding on the diverted consignments will becleared by issuing certified overcharge sheet by the stationagainst which the debit lies after diversion.

5) In case of loss of consignment the overcharge sheetwill be certified by the claims branch on the authority of whichthe outstanding will be cleared.

6) The freight outstanding against theunconnected/undelivered consignment will be cleared by utilizing

the Sale Proceeds received through disposal of the samethrough public auction.

v) Clearance of outstanding on Wharfage/Demurrage charges forgone:

Wharfage/Demurrage charges foregone if any, will be cleared onreceipt of remission orders issued by DCM. One copy of remission

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order should be enclosed with the balance sheet and special credit istaken.

vi) Clearance of outstanding on saleable publications :

On completion of sales, the outstanding will be cleared. If obsoletetimetables are returned to Head Quarters, the outstanding will becleared by taking special credit. In such cases, the acknowledgementreceived for the same will be enclosed with the balance sheet.

Outstanding List :

The outstanding list should be prepared category-wise in quintuplicateas follows:

One copy - Station recordTwo copies - FA & CAO/TPJ or MAS along with balance sheet.Two copies - Sr.DCM/CCM put together in one cover addressed

to DCM

1. Admitted Debits (Name of the staff responsible with hisDesignation, Staff No. & PF No. should also be furnished)

2. Disputed Debits (Full reason for objection should be furnished)3. Freight Not on hand4. Freight on hand5. Freight Current

6. Wharfage & Demurrage charges foregone7. Miscellaneous

A summary must be prepared as given below for every month:

Sl.No.

Category Old Current Total

1 Admitted Debits2 Disputed Debits3 Freight Not on Hand

4 Freight on hand5 Freight current6 Wharfage & Demurrage7 Miscellaneous

Grand Total

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are continued to be issued. Hence the station should send the balancesheet including the parcel items till such time the parcel outstanding iscleared.

b) Stations are closed for goods traffic for poor patronage.

Also stations are temporarily closed due to gaugeconversion.

Stations are closed for goods traffic as per the recommendations ofDRM with the approval of CCM. This will be notified to all concerned byissuing draft notification. The out

advance commercial notes

Documents