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| Circular number | no. 2017/TG-III/600/05 |
|---|---|
| Date | 2023-09-18 |
| Type | Commercial Circular |
| Topic | catering |
| Currency | Currency not verified |
Supervision and monitoring of catering services managed by IRCTC management of IRCTC and any violation of Catering Policy and Guidelines shall be
दकक्षिण पूरर मध्य र 帠ेलरे
South East Central Railway
प्रधान मु्रख्यर रािण्र प्रबन्धध ारारलर,
प्रथम तलरल, महाप्रबंध ारारलर भरन,
बबलासपु्र帠 (छ.ग.) - 495004
Principal Chief Commercial Manager’s
office, First floor , GM Office Building,
Bilaspur (C.G.) – 495004
No. C/SECR/BSP/Catg/IRCTC/Policy
ददनां / Date : 18.09.2023
To
Group General Manager, IRCTC,
South Central Zone
1st Floor, Oxford Plaza,
S. D. Road, Secunderabad - 500003.
Sub:
Supervision and monitoring of catering services managed by IRCTC.
Ref:
Railway Board’s letter no. 2017/TG-III/600/05 dated 10.08.2021.
To bring in a uniform system of handling instances of deficiencies in service or violation of the
provision of policy for the catering units managed by IRCTC, guidelines are being issued in terms
of Para 18 of Model Agreement and Railway Board’s letter under reference. The details of
penalty clause against deficiencies in service or violation of the provision of policy on different
units managed by IRCTC are as under:
For Mobile Units (Pantry Car/Mini Pantry /TSV):-
Cate-
gory
Type of deficiency/irregularity
Penalty
upto Rs.
A
1.
Not responding to the passengers/Delay in service/ Cold food
served.
2500/-
2.
Poor presentation of food in tray, improper packaging of food i.e.
leaking of casserole/packing etc.
3.
Personal grooming of catering staff/ waiter is bad ,such as torn and
unwashed uniform, untrimmed nails , unshaven , non wearing of
cap/ apron/ proper footwear / name badge/ Identity card etc.
4.
Discourteous service/behavior.
5.
Non availability of digital mode of payment.
6.
Non issuance of bills.
7.
Non availability of weighing scale.
8.
Non availability of printed menu card with tariff for the list of item
sold/ served with the waiters, catering manager.
9.
Not displaying Menu & Rate list at a conspicuous place.
10.
Mishandling of foods/items in platform/train coaches such as
pulling/ pushing crate / cartoons on platform/train coaches.
11.
Haphazard stacking of food items in freeze , dip freezer, rakes ,
counters etc.
12.
Use of plastic material for rendering catering service.
13.
Use of inferior quality of packaging material/disposables/Paper cups
for serving of food items/tea-coffee etc.
14.
Choice of food: veg / non-veg not provided.
15.
Non availability / improper size of tray mate, Menu not printed on
tray mate.
1
File No.SECR-HQ0COMM(CATG)/24/2020-O/o Dy. CCM/PS/HQ/SECR
I/71586/2023
488
B
1.
Non availability of required documentation viz. Police verification
Medical certificate etc.
5000/-
2.
Non availability of Identity Card with waiters/ Catering staff.
3.
Consumption / chewing gutka, pan masala, tobacco etc. by waiters/
catering staff.
4.
Demanding TIPS/Money from passengers.
5.
Deploying less number of waiters/catering staff.
6.
Talking in harsh tone with passengers.
7.
Not serving free food to the infants ( Ref : CC 26 of 2002)
8.
Non providing Janta Meal/Janta Khana/ Economy Meal.
9.
Non supply of meals after taking order.
C
1.
Food served not cooked properly.
10000/-
2.
Use of toilet water for washing of service ware and utensils.
3.
Hair found in food.
4.
Unhygienic handling of food.
5.
Less Quantity of food served.
6.
Improper safety arrangements.
7.
Food item kept on floor.
8.
Use of card boxes/cartoons instead of proper container for food items.
9.
Deficiencies regarding cleanliness & hygiene of Pantry Car/ Mini
Pantry etc.
10.
Improper management/disposal of waste: such as waste bin not
covered/not emptied regularly/not washed/not labeled properly ,
stacking trays containing leftover food/ garbage in corridor of passenger
coaches/ vestibules, throwing garbage from train, Garbage not being
collected at nominated stations and dumping it near the vestibule leading
to unhygienic conditions.
D
1.
Using unpurified water / non drinking water for preparation of
beverages / food items etc.
20000/-
2.
Foreign particles such as wood/ metal/plastic etc. found in food.
3.
Insect such as flies/worms/ants etc. found in food.
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