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Indian Railways commercial circulars and policies
Subl -c,ilizen's charter lqr Passengederyices
CircularreservationOpen the third-party archive copy
| Type | VCRC archived Railway commercial circular / manual |
|---|---|
| Topic | reservation |
| Archive source | vcrc.in |
Summary
System at important stations and also made available on telephone
Text of the circular
{\w 6overnment of India Ministry of Railways Railway Board' No. zot 9/TC-lV/t o/PA/Citizen's Charter New Delhi, dated: ft.o4.2o1) The Ceneral Managers, , Afr Zonal Railways.
., Cl\ 9uZ Subl -c,ilizen's charter lqr Passengederyices Please find enclosed the lndian Railways "Citizen's Charter for Passenger Services". The enclosed charter has the approval of Board (MT).
Since Citizen's Charter for Passenger Services defines the rights of rail passengers, due publicity may be given to the same.
'ta/rl r (Neeraj Sharma) Executive Director/Passenger Marketing Railway Board Copy to:
1.
PCCMs/All Zonal Railways,
2.
PCOMs/All Zonal Railways,
3.
PFAsiAll Zonal Railways,
4.
PCEs/All Zonal Railways,
5.
PCEEs lAll Zonal Railways, tfrr/ t{n*7**q* ;t"( u9w d' #)L\'., W
CITIZEN'S CHARTER FOR PASSENGER SERVICES Declaration of our Commitment to the Passengers lndian Railurays Government of lndia
VISItrlN To make the passenger services:
. more efiicient, . effective, . accountable, . responsive, . transparent and . ethical to its customers.
MISSIcl@ N Safe and dependable train services, Courteous and customer friendly services, Adequate Ievel of passenger amenities in trains and at railway stations, Responsive and effective grievance redressal machinery at various levels for time bound resolution for passenger grievances and complaints, Notify standards for various services, wherever possible, Clean and environment friendly atmosphere in trains and railway stations in cooperation with its customers, Requisite amenities to females, senior citizens and Divyangjan passengers for facilitating their convenience.
Refund of passenger fare:
PRS counter tickets booked on cash and cancelled across reservation counler.
PRS counter tickets booked on cash and cancelled through 139 or through IRCTC website PRS counter tickets booked through digital transactions through POS and cancelled across reservation counter ln case of Ticket Deposit Receipt (TDR) is filed along-with original reservation counter in case of special circumstances Fully waitlisted etickets booked online and Passenger Name Record (PNR) is dropped after preparation of first chart.
Fully confirmed e{ickets booked and cancelled online ln case of auto cancellation of e{ickets due to cancellation of train services ln case of filing of Ticket Deposit Receipt (TDR) online for e-tickets lmmediately on sunendering of the original ticket across the counter.
lmmediately on surrendering of the original ticket across the counter within prescribed time limit.
Within 7 working days amount is transferred and deposited in the account.
Within 90 days.
Within 5 working days.
Wthin 5 working days.
Within 5 working days.
Within 90 days.
Lost, torn or mutilated reserved tickets booked across counter:
LosUMisplaced tickets Torn or mutilated if genuineness and aulhenticity are verifiable
(a) lssue of duplicate ticket in case of lost/misplaced ticket as well as torn or mutilated tickets (Before of preparation of first chart)
(b) After preparation of flrst chart:
No refund applicable.
Refund of fare as per rule is applicable.
For RAC and confirmed reserved tickets subject to applicable charge for issue of duplicate tickets { 50 per passenger for second and sleeper class and t 1 00 per passenger for other classes.
(i) For confirmed reserved lickets (lost or misplaced) after preparation of lirst chart: Duplicate tickets can be issued even after preparation of first chart at the charge of 50% of the total fare. No duplicate tickets after preparation of first chart for RAC status tickets.
(ii). For MC and confirmed reserved tickets (Torn or mutilated): Duplicate tickets can be issued even after preparation of first chart at the charge of 25% of the total fare.
Booking of Luggage
Deficiency in Ticketing issues Unreserved Ticketing Reserved Ticketing Unreserved Ticketing System (UTS) counters at Railway Stations Automatic Ticket Vending Machine (ATVM) inside Railway premises Jansadhara
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