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, it is called Lost Property. When the ownership is known but the article is left without claim, it is called Undelivered article. Disposal of Lost Property: 1) At the terminal station a responsible station staff should check all empty carriages of the incoming trains with an RPF for left behind property, it any. 2) Any such articles found shall be deposited to the SM for further disposal. 3) The SM should issue receipt for such articles after taking inventory, which should be attested by the staff handing over the property. 4) If any suspicious article is found unclaimed GRP should be advised to check whether it contains explosives or other dangerous goods. 5) All lost property should be entered in the Lost Property Register with their full description, actual weight, approximate value (if it can be ascertained), etc. 6) In case of box/bag, an inventory should be taken in triplicate in the presence of RPF/GRP. If RPF/GRP is not available inventory can be 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 is pasted in the Lost Property Register. 9) The contents are repacked and sealed to avoid damage and pilferage. 10) Packages hermetically sealed or known to contain photographic materials, which are liable to deteriorate when exposed, should not be opened. 11) Each lost property should be labeled with the Serial No. in the Lost Property Register.

Lost Property claimed by Owner: 1. 2. 3. 4. 5. 6. 7. SM should make all possible efforts to deliver the lost property to the rightful owner, using the clues available in the packages, if any. Package will be delivered after identification by the owner and on receipt of an application. Full address of the owner is recorded and his signature is obtained in the lost property register. No commercial charges are collected. If SM has any doubt about the ownership, the lost property can be delivered only as per the orders of Sr.DCM. All lost property if not claimed within 7 days of their deposit should be sold by public auction. 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) 2) 3) Lost property of insignificant value such as old shoes, unserviceable hats, etc., should be sold by public auction in the same station after 7 days. Articles fetching no value should be thrown away. The SM should certify in the lost property register that the article was of no value. Lost Property of Arms, Ammunitions, Explosives and other dangerous goods, intoxicating liquors, etc., for which a license is required for sales, should be handed over to the police or Excise authorities as the case may be under acknowledgement in the lost property register. Police/Excise authorities should remit the charges due to the Railway after the disposal of the lost property. Arms, ammunitions, explosives, etc., with distinct Military marks should be handed over to the defence department duly collecting the charges due. Handing over of such articles to Police/Excise/Defence authorities should be advised to CCM and Traffic Accounts Office. While articles of dangerous, perishables or offensive nature are handed over immediately, all other articles should be handed over only after 7 days. Gold and Silver jewellery, if not claimed within 7 days, should be sent to CCO in a sealed cover thro special messenger.

4) 5) 6) 7) 8)

9) 10) 11) 12) 13) 14) 15) 16) 17) 18)

The articles in the sealed cover will be verified and weighed by CCO in the presence of an Accounts Officer. Then the articles should be sent to the Mint Officer. Other valuable articles like Camera, Watch, Costly Pens, Spectacles, etc. if not claimed within 24 hours will be disposed as per the instructions of Sr.DCM. All Currency notes and Coins found as lost property must be accounted as Miscellaneous receipt and remitted along with station earnings on the day. A detailed report with particulars of remittance should be sent to CCM to arrange refund when there is a claim. Lost property of perishable nature should be sold in public auction after the expiry of 24 hours or earlier if they are likely to become offensive. The amount realized should be remitted as a Misc. receipt. Sales details with list of bidders should be advised to the Sr.DCM and Traffic Accounts office. Unclaimed animals and birds also should be sold in public auction after the expiry of 24 hours in the same manner as perishables. Feeding charges if any should be recovered as per instructions from Sr.DCM.

Disposal of undelivered consignments Any goods booked under Railway Receipt but left undelivered for want of claim at the destination is called undelivered consignment. 1. After 7 days, a notice of removal under Sec.83 & 84 of Railways Act, 1989 will be served on the owner of goods by registered post with acknowledgement. 2. If address of the consignee is not known the notice of removal should be served to the consignor. 3. If the goods are not taken delivery even after the expiry of 7 days notice period, the goods should be auctioned at the destination or transferred under free invoice to nearby station nominated by the Railways. 4. Undelivered RMC may be disposed as per the instructions of Sr.DCM. 5. Undelivered perishables should be sold after 24 hours or earlier, if they become offensive.

PROCEDURE FOR DISPOSAL 1) All endeavours should be made to handover the goods to the Railway department, on joint valuation by the representatives of Commercial department and the department taking over the goods. 2) If goods are not acceptable to the Railway departments they may be disposed off by public auction. 3) Excisable or prohibited articles should be made over to the authorities concerned under acknowledgement. 4) The details should be advised to the CCM and Traffic Accounts for realization of the amount due to Railways. 5) Atleast 7 days notice of the sale by public auction will be given by an advertisement in the local newspapers. 6) The advertisement should have the details of time, date & place of auction and the nature of goods. 7) In case of perishables, a notice may be pasted in the goods shed and other places in the same station. 8) If perishables available in large quantity, it should be advertised in nearby market, if any. PROCEDURE FOR AUCTION SALE 1. Goods should be separately auctioned, unless auction of goods of same nature in one lot is likely to fetch better price. 2. Before commencing the auction, conditions of auction sale should be announced. 3. The Railway reserves the right to withdraw any goods from the auction for 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 and preserved for record. Names and addresses of the three highest bidders should be recorded and their signature obtained. All records related to fixation of reserve price, sale list and bid sheets should be kept in safe custody. 6. The highest bidder on the fall of the hammer is considered as the purchaser unless the bid is lower than the reserve price.

If the reserve price is not bidden in the first or second auction, the auctioning officer may be empowered to dispose the goods at a price up to 20% below the reserve price. If bid up to 20% below the reserve price also could not be obtained, with the approval of Sr.DCM, further lower price cam be quoted. In case of Scooter/Motorcycle the ownership should be found out from registration numbers and they should be contacted. In case of the books, the publishers may be contacted to identify the owner. All possible efforts should be taken to connect the unconnected goods, since the desired price may not be realized in the auction. 7. No Railway Servant is allowed to participate in the bid either directly or indirectly. 8. Sale proceeds must be collected in cash and remitted to cash office on the same day. 9. Any restriction/ban imposed by State/Central government on the sale of the goods should be strictly observed. 10. The same is witnessed by the CMI & TIA. 11. Auctioned goods should be removed within the period allowed otherwise wharfage should be collected. 12. A sale register should be maintained with full details of auction sale in which the supervising officials should sign in token of the correctness of the details. 13. An auction sale statement should be prepared in duplicate and one copy is submitted to Traffic Accounts along with balance sheet.FIXATION OF RESERVE PRICE (Ref:RB No.77/Tc-III/53 dt.17/01/1983)

1) The CMI should ascertain the current market price of the goods. 2) If trade invoice/beejuck is available in the package, the price given therein can be adopted. 3) In case of standard items of popular brand, market price can be obtained from the authorities distributors/wholesale dealers in the local market. 4) In case of non-standard items, rates given in newspapers, wholesale rate quoted by reputed manufacturers of merchants in local market for stuff of same or near about quality, bulk, grade, condition, etc., should be adopted to fix reasonable market price.

5) In

case of machines, electrical goods, scientific instruments, sophisticated imported articles, etc. the value of which cannot be easily determined, technical officers of Railways should be consulted 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 be easily 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 similar nature could be allowed. 9) In case of damaged articles a further reasonable reduction in reserved price commensurate with the condition of the articles could be made. 10) The CMI should submit his proposal to fix the reserve price. But the reserve price will be fixed by the officer authorized to conduct the auction. 11) The reserve price should be fixed well before the auction and kept confidentially. 12) It should be given to the staff conducting the auction only on the day 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 increased expectation on the part of rail users, certain standards to be followed in the facilities provided to them at the station. While planning for provision\augmentation of stations, due consideration needs to be given to the passenger amenities from the point of view of passenger traffic. The stations are divided into six categories for provision of necessary amenities. Categorisation of stations: Annual Passenger Earnings is an important parameter to decide the category of a station to provide passenger amenities. Stations have been categorized into SIX depending upon their passenger earnings. The categorization will be reviewed every five years. Earnings of the year 1995-96 was taken as the base year and most of the stations were categorized already. Based on the passenger earnings of 2000-01, the stations should be again categorized. All suburban stations

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

Category Type of station and Passenger Earnings per annum A Non-suburban stations with passenger earnings of Rs. 6 crores and above B Non-suburban stations with passenger earnings between Rs. 3 crores and Rs. 6 Crores Stations of Tourist importance or an important Junction (To be decided by GM.) C All suburban stations. D Non-suburban station with passenger earnings between Rs. 1 crore and Rs. 3 Crores. E Non-suburban station with passenger earnings less than Re.One crore F Train Halts. Minimum Essential Amenities: When a station is constructed certain minimum amenities should be provided at all the categories of stations. These were earlier termed as Basic Amenities or Infrastructural facilities and now called Minimum Essential Amenities. Availability of these amenities at the prescribed scale at all stations will have to be ensured. Amenities over and above the 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 essential amenities are available at a station, further augmentation of these amenities as per the norms should be done. Desirable Amenities: The amenities, which are considered desirable to improve customer satisfaction and interface process at the station, are called Desirable Amenities. The quantum of these amenities would depend upon the category of the station. To provide the desirable amenities, the Railway need not wait for provision of all the recommended amenities. These amenities should be provided based on the need and relative importance of the station.

MINIMUM ESSENTIAL AMENITIES AT EACH CATEGORY OF STATION

AMENITES

Booking facility Platfrom - High - Low - Rail level Drinking Water-Piped Yes - Hand Pump Waiting Hall\Shed Yes Seating arrangement Yes Platform Shelter Yes Shady Trees Lighting Yes Fans Yes Urinals Yes Latrines Yes Foot over bridge Yes Time Table Display Yes Clock Yes * Where trains stop at night.

A Yes Yes

STATION CATEGORY B C D E Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes --Yes Yes Yes Yes Yes Yes Yes --

F Yes Yes ------Yes Yes* ----Yes --

SCALE OF MINIMUM ESSENTIAL AMENITIES AT STATIONS AMENITES Booking facility (No.of counters) Drinking Water Waiting Hall STATION CATEGORY C D E 07 04 02 06 taps Per PF 15 Sq.m. 4 2 200 Sq.m. Per PF 06 taps Per PF 30 Sq.m. 4 4 50 Sq.m Per PF 01 tap or hand pump 15 Sq.m.

A 15 12 Taps per PF 100 Sq.m 10 10 400 sq.m. Per PF

B 10 12 Taps per PF 50 Sq.m. 6 6 200 Sq.m Per PF

F 01 1hand pump Per Stn. 10 Sq.m.B.O Cum Waiting --------Shady trees On PF

Urinals Latrines PF Shelters

1 1 Shady trees On PF

Seating arrangements

100 75 20 50 Per PF Per PF PER PF PER PF DESIRABLE AMENITIES

10 PER PF

--

AMENITIES Retiring Room Waiting Rooms------Common Separate for Upper & II class passengers Separate for Ladies Cloak Room Enquiry NTES IVRS PA System Water vending machines\Chilling plants Water Coolers Bathing facilities Book stalls & other essential good stalls Refreshment Room Catering\Vending stalls Parking Area Train indicator board Public phone

A Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

STATION CATEGORY B C D E Yes -Yes -Yes -Yes ---------Yes Yes -Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes -Yes --Yes -Yes -Yes -Yes Yes Yes Yes -Yes ----Yes Yes --Yes Yes ------------Yes ----

F -------------------

Augmentation of the existing amenities in a planned manner Preparation of Master Plans The Zonal Railway should carry out a survey of available amenities at stations in relation to the Minimum Essential Amenities, Recommended and Desirable Amenities. From the results of this survey a list of Minimum Essential Amenities, Recommended and Desirable Amenities to be provided should be separately drawn station-wise for each route. The Master Plan for each station should show the amenities required. All minimum Essential Amenities should be provided as per the scale immediately at all classes of stations. Since most of the passenger traffic is handled in A, B & C Categories of stations, priority should be given to 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 Passenger Amenities in view, a time frame is allocated to each phase of the General Action Plan. Low expenditure amenities items for which funds can easily be earmarked, can be taken up earlier than those requiring heavy outlay, even if the later are in higher priority. Remaining works should be prioritized in a manner such that gaps in essential amenities, recommended amenities and desirable amenities are filled up, in the same order. As scarcity of funds exists in Railways an existing amenity should not be substituted with more expensive one. Minimum Essential Amenities as prescribed shall always be provided as a part of the concerned plan head at the time of construction of new stations. Augmentation of any facility thereafter at stations should be charged under Plan Head Passenger and other user Amenities. OTHER IMPORTANT ASPECTS While upgrading the amenities at a station, the following aspects should be given due consideration. 1) 2) 3) 4) 5) 6) 7) 8) All toilets should be gradually converted into Pay & Use toilets. All the signages should be standardized as per the norms. For location of signages, a plan should be made for each station, All stalls should made modular and reduced in size as per the Boards guidelines. Efforts should be made to make the stations cooking free and reduce the number of trolleys. The no. of trolleys and catering stalls under the covered shed should be reduced to a minimum. There should be efforts to reduce the stalls to the bare minimum and their measures be limited for activities essentially connected with traveling. In the circulating area proper traffic movement flow plan should be made. A green path should also be developed. Wherever circulation areas are redesigned, altered, wherever stations are congested, possibility of providing Foot Over Bridges directly to the circulating areas should be examined as it decongests main

platforms. There should be proper segregation of incoming and outgoing 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 of unauthorized entrants is reduced, to avoid unnecessary pressure on amenities. MAINTENANCE OF PASSENGER AMENITIES The amenities provided at all the stations should be maintained in good working order. Maintenance staff shall carry out repairs to bring back the amenity to functional order immediately on intimation by the SM. The SMs of stations shall be provided with adequate imprest cash, where Railway maintenance staffs are not available, to enable them organize expeditious repairs to small items of passeneger amenities such as hand pumps, taps, water trolleys, clock, light\fans, urinal\latrines and furnitures at the stations. Additions\modification to the passenger amenities available at the stations should be incorporated in the database and Passenger Amenities Management System (PAMS) and printed in the form of Passenger Amenity Booklets of each division for the financial year. The details of passenger amenities at stations should be updated and sent every year to Board in floppies\E-Mail in the format circulated. WORKS PROGRAMME The Citizens Charter on passenger services of Indian Railways incorporates two prime objectives of Railways towards customer satisfaction 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 objectives so as to improve the Railways image among the user public. But due to paucity of funds the Railways could not provide many amenities at stations to the standard as expected by the user public. Works on passenger amenities should be proposed by the Commercial department

and to be executed by the Engineering department on approval and according to availability of funds. To identify prioritized areas of passenger amenities, an effective planning is essential. Users amenities are considered sufficiently important as to have a separate plan head in the works programme. While compiling the works programme the times should be grouped as follows; 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 to the programme year. The works are further grouped into sub-groups as follows: (i) Works costing more than Rs.5 Lakhs each (ii) Works costing up to Rs. 5 lakhs each. An alphabetical index of works and various managerial information regarding expenditure position relating to passengers and railway users amenities etc. should be included. Proposal of new work: 1) The proposal for the annual works programme should be developed at the divisional officer level. 2) The same may also be initiated based on the inspection notes of GM, HODs and DRM. 3) Works costing up to Rs. 5 lakhs should be initiated, developed and process by the Divisional Officer of the sponsoring department. Works costing more than Rs. 5 lakhs should be initiated by the Divisional officer concerned but developed and processed by the HOD of the sponsoring department at H.Q. level. Developing and processing of proposals( upto Rs. 5 lakhs): 1) 2) The Divisional officer should submit the proposal to DRM for approval, with necessary justification. On approval by DRM, the proposal is sent to DEN with details of proposal and rough sketch.

3)

The DEN will check the feasibility of the proposals at the site and suggest modifications if any, and draw out an engineering plan. 4) The engineering plan after approval of DRM will be sent to the Divisional officer in 4 copies. 5) Also copies are sent to the DSTE, DEE, & DEN to work out the cost estimate pertaining to their portion of the work. 6) On receipt of cost estimate from DSTE, DEE & DEN, the Divisional officer will get the concurrence of DAO. 7) The justification for the proposal duly concurred by DAO will be submitted to the HOD of the sponsoring department. 8) On satisfaction about the need for the work, the HOD will forward the proposal to CE for verification of cost. 9) Then the proposal will be submitted to FA&CAO in the prescribed form in duplicate. 10) With the comments of FA&CAO, one copy of the proposal will be returned to the HOD. 11) The proposal may be accepted/rejected/questioned about the justification, for which the HOD will give necessary clarification and modify the proposal if necessary. 12) On acceptance by FA&CAO, the proposal will be sent to CE for execution. 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 obtain the Boards approval to include the same in the annual works programme. Important aspects to be given in the justification for improvement of passenger amenities at a station a) b) c) d) e) State the existing and proposed waiting room accommodation. State the existing and/or proposed refreshment room. State water supply facilities existing and required Justify the requirement of Foot Over Bridge. What are the minimum passenger amenities on the yardstick given by the Board available and required? f) Give a short note on required staff and existing staff and accommodation required. CONSULTATIVE COMMITTEES Various consultative committees have been set up to afford opportunities for consultation with rail users on matters related to

passenger amenities and other services provided by Railways. The committees and their functions are briefly discussed below: The various committees are: 1. 2. 3. 4. 5. Divisional Rail Users Consultative Committee (DRUCC) Zonal Rail Users Consultative Committee (ZRUCC) National Rail Users Consultative Council (NRUCC) Suburban Rail Users Consultative Committee (SRUCC) Station Consultative Committee. 1) DRUCC: a) It represents the Railways Users in the Division and it functions 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. Any subject of general interest represented by rail users or reffered to them by ZRUCC, NRUCC Or by the Railways. ZRUCC: a) It is a committee formed at the Head Quarters of the Zonal Railway, It functions under the head of GM and 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. NRUCC: a) It is a council formed at the Railway Board and represents the users of Indian Railways as a whole. 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 by the Minister of Railways.

2)

3)

Such matters related to the services,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 set up at Chennai, Mumbai and Kolkatta to consider the problems related 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 the timings of main line trains. 05) Station Consultative Committee: a) These committees are set up at the stations in District Head Quarters and at stations in important industrial, commercial and political centres. b) The GM can decide the stations where these committees can be set up, composition of the committees and their functions, etc, in consultation 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 of trains, deficiencies and irregularities in the services provided, etc. Functioning of the Committees/Council: The members are nominated for a period not exceeding two years. They are authorized to inspect passenger amenities and to associate with ticket checking staff in ticket checking. The committees/council will ordinarily meet three times in a year. To attend the meetings, the members are provided with Complimentary passes and Travelling Allowances will be paid to them as prescribed from time to time. Questions related to staff, discipline and appointment should not be brought before the Consultative Committees or Council.

PASSENGER AMENITIES YEAR: The year 2002-03 has been declared as the passenger Amenities Year, to stress the importance of the amenities to be provided by Railways. The Indian Railways Catering and Tourism Corporation Ltd. (IRCTC) has been established for upgrading and professionalizing passenger 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 to the passengers. A pilot project for provision of 6 budget hotels. Plants for manufacture of packaged drinking water under the brand name Rail Neer. MODEL STATIONS The concept of Model Station was introduced in June 1999 for the purpose of providing passenger amenities and to be upgraded as a model for other stations. Initially 61 stations were selected for this purpose and 287 stations are now declared (in Dec. 2001) all over Indian Railways as Model Stations to provide with upgraded passenger amenities. These station includes, All A category stations (and) selected stations under category B to E i) Provision of passenger amenities is linked to the category of the station. i.e., A category station should be provided with much improved facilities as compared to the model station of other categories. 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 according to their category. iv) The revised list of Desirable Amenities to be provided at every model station is furnished below: (F category stations are not included in this list)

Facility Retiring Room Waiting Room Common Separate for Upper & Second class Separate for ladies & Gents Cloak Room Enquiry NTES IVRS Public Address system Water Vending Machines or Chilling Plants Water Coolers Bathing facilities Stalls of essential gods Refreshment Room Catering/Vending stalls Parking/Circulatory area Washable apron (Where trains originate/terminate or stop for Longer periods in the morning) Train Indicator Board Public Phones Signages Modular Catering Stalls AVMs Pay & Use toilets SPTMs Computerization of complaints SPECIAL TRAINS

Station category A B C D E Yes Yes -Yes -Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes --Yes Yes -Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes -----Yes --Yes -Yes -Yes -Yes Yes -Yes ---Yes ----Yes Yes --Yes Yes --------------Yes ---

Yes --Yes --Yes Yes -Yes Yes Yes Yes Yes Yes Yes --Yes ------

Apart from the regular train/coach services operated by the Railways, Special trains/coaches also can be ordered to meet the specific needs of passengers. Such trains/coaches can be ordered on request from the passenger as follows; A special train can be ordered or a special coach can be attached in regular trains for, i) Clearance of waitlisted passengers/extra rush or trains run in public interest during special events.

ii) Chartered coaches/trains requested by IRCTC to promote tourism. iii) Special coaches/trains on specific request other than by IRCTC on FTR (Full Tariff Rate) PRIORITY FOR PROGRAMMED TRAFFIC PRIORITY FOR RUNNING SPECIAL TRAINS; It shall be as under; i) ii) iii) First priority will be given for clearance of waitlisted passengers or to clear extra rush or in the public interest during special events. Second priority be for Chartered trains requested by IRCTC, Third priority shall be given to special trains run on FTR (Full Tariff Rate)

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 the time of booking. 3) The security deposit refundable after adjusting any amount due viz., detention charges,etc., on completion of the tour On the basis of certification of the SM, the CCM will arrange the refund if any, on receipt 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 at the time of booking and Rs. 10,000/- will be refunded after adjusting any amount due, after completion of trip. 6) Luggage and animals of the circus party will be separately charged at the rates notified. Minimum Distance, Composition & Charges for FTR SPECIAL TRAINS: i) The minimum distance for a special train will be 500 kms, and the minimum composition will be 15 coaches.

ii) iii) iv) v) vi)

It is also applicable for a chartered Rajdhani type train with entire AC COACHES. For a chartered Shatabdi type train with entire AC coaches, the minimum chargeable distance will be 200 kms, with minimum composition of 10 coaches. The composition can be changed on request of IRCTC, but not below minimum charge of 10 coaches plus service charges at 15% and the detention charges. For clearance of extra rush or for clearance of waitlist, or for train running in public interest, no minimum composition or distance is applicable. In the case of special trains over Hill Sections (NG), the minimum chargeable distance will be the chargeable distance (inflated) of the whole section subject to a minimum of 200 kms. the minimum composition will be maximum permissible load (no. of coaches) for the concerned section.

CHARGES FOR SPECIAL TRAINS: 1) 2) 3) 4) 5) 6) 7) 8) The charges will be calculated on point-to-point basis. Full adult Express farer of the concerned classes will be levied both for adult and child passenger No concession is allowed for booking a special train except in the case of Kisan specials and Industrial Workers specials. The charges will be levied for the actual number of passengers traveling or the MCC of the coaches whichever is more. If any journey involves more than one gauge, the fare should be calculated separately for both gauges. The charges should be levied on pro-rata for extra passengers if any, before or at the time of commencement of journey. Extra passengers if found traveling without payment of charges will be charges at pro-rata with penalty as per rules. 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.14/12/2001 For charging of special trains/coaches at Full Tariff Rates, the service charge will be levied only on fare and not on any other charge/surcharge including safety surcharge. 9) The charges should be paid in full atleast 48 hours in advance of the departure of the train.

10)

Otherwise, running of the special train will be countermanded and the registration charge-cum-security deposit will be forfeited. 11) Empty haulage charges will be levied for flat 200 kms. Per coach for every 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 AC Coach Partial AC Coach Non AC Coach 12) Rate per Coach per km. Rs. 16/Rs. 14/Rs. 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 list of their names should be submitted to the SM of the originating station before commencement of journey. The organizer should issue an identity token to each passenger as an authority to move in and out of the enroute station. The identity token should be signed and stamped by the SM of the originating station. SM can permit name change subject to a maximum of 10% of the group due to illness or any other emergencies till departure of the special train. DETENTION CHARGES: If the party detains special train at starting/enroute/destination stations, without allowing any free time detention charges will be levied as follows: Detention charges per hour or part per Bogie BG MG/NG Rs. 221/Rs.182/Rs.163/Rs.130/Rs. 130/Rs.104/-

13)

Type of coach AC Coach Partial AC Coach Non AC Coach

The detention charge is levied subject to a minimum of Rs.600/- per Bogie. It is levied during the halts of the special train at the request of parties.

Minor halts of a few minutes for passengers to entrain/detrain are not charged. For keeping the engine in steam or detention to Electric/Diesel locomotives the charge is levied at the rate of Rs.250/- on BG and 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 should submit an application to the CPTM through the SM of the originating station. The application should contain the number of passengers, destination, route and halts required enroute, duration of halts, etc. The application should be submitted atleast 30 days in advance of the journey and not more than 6 months. CPTM can permit special trains within 30 days in advance of the journey also. Arranging the special train, programming the movement, etc. will be the discretion of the Railway. On arranging the train, CPTM will issue the approved programme for the entire tour to the party with copies to the stations concerned and operating branch. If the special train could not be run, the CCM will refund the registration-cum-deposit charge on surrendering the money receipt with an application. 15) FOLDER: CCM will issue a folder to the party containing details of sanctioned tour programme before commencement of journey, Also columns are provided in the folder to record the details of tour programme actually followed, type and carrying capacity 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 folder with 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, countermanding charges will be levied as follows: Time of cancellation Up to two days earlier than the scheduled Day of journey One day in advance excluding the day of Journey and up to four hours before Scheduled departure of the train. Within four hours before scheduled Departure of the train and after wards Countermanding charges 10% of registration fee 25% of the chargeable fare 50% fare. of the chargeable

SPECIAL TRAIN FOR FILM SHOOTING A special train consisting of maximum of 4 bogeis or equivalent excluding brake van may be arranged for shooting of films 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 of Rs273-80 per km per train on BG and Rs.341-60 per km per train on MG/NG. For any additional coaching vehicles attached, fares for the actual seats provided in each class of vehicles for the distance the train is run subject to a minimum of Rs.10-71 on BG and Rs.1738 on MG/NG per 4-wheeled vehicle or Rs.21-40 on BG and Rs.34-80 on MG/NG per bogie. Charges for the luggage loaded in the vehicles at luggage scale rates subject to a minimum of Rs.10-71 on BG and Rs.17-38 on MG/NG per km per 4-wheeled vehicle. Charges for luggage loaded in the luggage portion of the brake van at luggage scale rates subject to a minimum weight for charge for 60/40/35 qtls. Over BG/MG/NG.

2)

3) 4)

5) 6)

Dining car & Kitchen car if any will be charged @ Rs. 45/- per km per car on BG and Rs.41/- per km on MG. Detention charges will be levied for detention on partys request as follows; Type of Coach AC Coach Partial AC Coach Non AC Coach Detention charges per hour or part per bogie. BG MG/NG Rs.221/Rs.182/Rs.163/Rs.130/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/- per hour or part on BG and Rs150/- per Hour or part on MG/NG. If light engine is run to/from any depot, an empty haulage is levied @ Rs.150 per km A service charge of 15% will be levied on the overall charges. 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 Tariff Rate) In addition to special coaches, tourist cars and saloons can also be attached with regular trains as per the request of the passengers. Except the following conditions, all other rules and conditions are applicable as for Special Trains.

8)

Minimum Distance & Charges for Special Coaches: i) ii) iii) iv) v) The minimum distance for charging a special coach will be 500 kms. For Mail/Exp. Trains. The minimum chargeable distance of 500 kms is applicable separately for outward and return journey. The distance may be reduced on operating convenience or for business development of IRCTC coaches. Incase of Rajdhani/Shatabdi type trains, the coaches will be booked only from end to end. 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 minimum of 200 Kms.

FOLDER: 1. CCM will issue a folder to the party containing details of sanctioned tour programme before commencement of journey. 2. The SM has to fill up the details in the folder under his seal and signature. 3. The folder entries should be filled up only in respect of halts requested by the party and not operational halts. 4. It is the responsibility of the party to 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. 5. The special coach should not be detained at the instance of the party more than that specified in the approved programme unless it is requested by the party in writing. 6. On completion of the tour, the party should submit the folder with all necessary entries to the SM of the tour originating station within 15 days of completion of the tour. 7. The SM should submit the folder to Traffic Accounts Office for verification of the charges due for the tour. Deposit for special coaches for journeys performed by railway employees on Pass/PTO Railway employees and their families on privilege pass & PTOs should pay an amount of Rs.10,000/- per coach uniformly for carriages/tourist cars/saloons, etc.

Exemptions from payment of deposit charges: Tourists are exempted from paying the deposit for reserved carriages provided, i) They apply through recognized Tourist Agencies who should give a guarantee to the Railways. ii) Their journeys are sponsored by Indian embassies abroad.INDIAN RAILWAY CATERING AND TOURISM CORPORATION Ltd (IRCTC)

Introduction : IRCTC was incorporated in 1999, as a marketing arm of Indian Railways in the area of hospitality and passenger amenity and also to promote domestic and international tourism. It will market the hill railways and isolated lines having tourism potential. It will also provide tour packages to religious/tourism important places by strengthening Railway linkages with travel intermediaries. Security deposit-cum-registration Coaches/Special Trains : charges for chartered IRCTC

1. The IRCTC will deposit one time lump sum amount of Rs. One Lakh in 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 concerned Zonal Railway on demand. Permission for block booking by IRCTC :

a) Block booking across the counter may be permitted for IRCTC tours on 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 the train whichever is less. c) All details such as name, age, sex, etc. should be furnished at the time 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 tour packages and such coaches will be known as Chartered IRCTC Coaches. 1) As far as possible additional coaches may be attached on Full Tariff Rate (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. When the demand is for less than a coach. 3) The tour package should be for a minimum duration of six months covering the lean and peak seasons. The CCM/PM may waive the condition 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 the first trip and not more than six months in advance of the first trip. 7) With specific permission from CCM/PM, the application for earmarking of coaches/berths may be submitted within three months in advance also. 8) Coaches/Berths in the regular trains shall be earmarked on end-toend basis only. The CCM/PM can relax this condition duly ensuring that there is no loss of revenue to the Railways. 9) Payment of charges : i. On approval of the tour package, IRCTC will deposit a Service Charge as initial deposit, which is non-refundable. ii. It is calculated at the rate of 15% of full adult fares leviable between the pair of stations for the entire tour package. iii. It should be paid atleast 70 days in advance of the first trip of the package. If the amount exceeds Rs.3 Lakhs, it

may be paid in three installments. But the whole amount should be paid atleast 70 days in advance of the first trip. iv. The fare for each and every subsequent journey should also be paid minimum 70 days in advance of the journey date. v. If the fares are not paid as above, the coach/berths earmarked will be opened for general booking as per existing rules (60 days in advance). vi. The fares will be calculated for the CC of the coach or the actual number of passengers travelling whichever is higher in case of earmarking of coach. In case of earmarking of berths, 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 train composition. ix. In addition a service charge of 15% of the total fare will also be collected. x. On payment of all charges due, CCM/PM will approve the booking by giving a written advice with copy to the CRS of the tour originating station. xi. The names of the tourist should be submitted to CCM/PM with a copy to CRS/Charting atleast 72 hours in advance of scheduled departure of the train, so that the names can be included in the chart. xii. If the names are not given as above, the coach/berths will be released to waitlisted passengers of the train. xiii. If any berth falling vacant due to non-joining of any tourist in the train, the same will be released to RAC passengers, etc. as per extant rules. 10) Refunds : a) Amount collected towards the initial deposit (the service charge) is non-refundable under any circumstance. b) If the earmarked coach/berths are cancelled after payment of all charges due, normal refund rules will apply. c) The Railways are not liable for any damages if the tour package is terminated by IRCTC at short notice. d) Also they are not liable for any damages arising out of any agreement/provision between the tourist and IRCTC.

e) IRCTC will be responsible to ensure compliance of all conditions laid down by the Railways. IRCTC organized value added tour packages KSTDC : A joint venture with

IRCTC and State Tourism Development Corporations will be jointly organizing tours to promote tourism. The tours may be organized on execution of agreements by the concerned corporations. The conditions for such tours organized jointly by IRCTC and KTDC (Kerala Tourism Development Corporation Ltd.,) are as follows : 1) 2) 3) 4) 5) 6) 7) 8) Either an entire coach in a regular train service may be earmarked or additional coach may be attached for exclusive use of IRCTC. The normal Adult fare for the class by Mail/Exp. For the actual number of persons carried or the maximum carrying capacity of the coach whichever is higher will be charged. 15% of the total fare will be levied as service charge. Empty haulage charge and detention charges will not be levied provided the party vacates the coach at the destination. All charges must be paid atleast 48 hours in advance of the scheduled departure of the train. The itinerary will be jointly decided by IRCTC, S.Rly. and KTDC. No concession or free passes will be allowed. 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 six months 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 following factors: Steep increase in staff cost after implementation of Vth Pay Commission 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 Review Committee. In this context, it is imperative that supplementary revenues must be apart from traditional resources. Some of the non-traditional sources adopted by the Railways are as follows: a) b) c) d) e) Own Your Wagon Scheme (OYWS) Build, Operate, Lease & Transfer Scheme (BOLT) Right of way for laying optical fiber cable along rail network Commercial use of Railway land and air space. Commercial Advertising

Modern approach to Commercial Advertising : As a carrier of more than 12.5 million passengers daily through 6867 stations located across the nerves and bones of the country advertising has enormous potential to explore. The following thrust areas have been identified to generate additional resources through commercial advertising in addition to regular methods of displaying advertisements in the Railway premises. i) Freight wagons:

Advertising space on the panels of freight wagons could be offered, as the wagons are moving in various geographical areas of the country. ii) Passenger trains:

Coaches of prestigious trains like Rajdhani/Shatabdi express could be offered for exclusive advertising rights both interior and exterior of the entire train. Sponsorship of uniform for onboard staff and subsidized supply of products like toiletries, tea/coffee bags, sauce/pickles, etc. could also be offered. Separate packages could be developed for suburban and other Exp/Pass. Trains. iii) Railway Level Crossings:

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

iv)

Sites along Railway track:

Revenue generation could be attempted by offering advertising rights along track-side especially within the city limits nearing the stations where the speed of the trains are slow down due to bunching arrival of trains in the terminals. v) Railway Stations :

Apart from generating revenue, commercial advertising at stations can be utilized to uplift the overall view of the station premises. Firms may be asked to sponsor the renovation of furniture at passenger interface points like, platforms, waiting halls, offices of frontline supervisors, etc. The offer could be made more attractive by offering the rights for longer periods. vi) Other areas of advertising :

Apart from five major areas as detailed above, there are miscellaneous areas such as Public Announcement channels in trains and stations, Reservations Forms, Reverse side of Computer Printed Tickets, LCD display boards, Touch Screen terminals for enquiry, etc. Though the earnings may be less the offer will reduce the railways expenditure on maintaining these items. vii) Advertising on Railway websites :

Web advertising is a dynamic field, which offers striking appeal at low cost among the net users. The Southern Railway web sites (Southernrailway.org and srailway.com) offer a comprehensive range of travel-related information, which attracts huge number of visitors. The industrial & 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 of advertisers to reach selected group of people. For the purpose of tariff fixation the media are classified as Standard media and Non-standard media. Posters including cinema posters are classified as standard media for which Railway Board fixes the tariff.

The following are various non-standard media for which the tariff can be fixed by respective divisions with approval from Head quarters. Painted boards & enameled plates. Hoardings Illuminated advertisements such as neon sign, show cases, glow sign boxes, etc. 4) Electronic display boards 5) Sign blow clocks 6) 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 coaches and Diesel cars (Red and Green colours should not be used) 9) Painting advertisements on boundary/building walls 10) Coach indication slips (Rs.4000/- per one-lakh slips for a text of size 2.5 X 6. Also coast of stationery, printing and supply should be borne by the party) 11) Lunch cardboard boxes. 12) Closed Circuit TV 13) Advertisement on reverse side of CPT (Rs.10,000/- per lakh tickets 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 as follows: 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. On receipt of partys offer for advertisement space at a station, DCM will entrust the case to a CMI for spot inspection. The Secrecy about the space requested will be maintained. The offer should contain medium of advertisement, size, total number required, single/double sided, details of location with a rough sketch, ordinary position or special position, etc., 1) 2) 3)

2) 3) 4)

5) 6)

Sites above booking windows, inside the Foot Over Bridge, Subways above the entrance and exit passages, Sites, which are in vantage positions, are treated as special positions and will be charged 50% extra. Site Inspection : i. The site if offered should not obstruct the railway signals ii. Display on the site should not obstruct view of other display materials. iii. Free movement of passengers should not be affected in the least. iv. Display should not be hindrance to the normal railway working. v. Safety of travelling public should be ensured in displaying the advertisements. vi. Whether the site comes under Special/Ordinary position will be decided by the CMI. vii. Allotment of sites at Model Stations (MAS, MS, MDU, MYS, CBE, SBC, TPJ & TVC) should be with prior clearance from CE and approval from CCM (PS).

7) 8) 9) 10) 11) 12) 13) 14) 15) 16)

After site inspection with CMI should certify whether the site could be allotted or not. If site could be allotted, DCM will intimate the party duly fixing the tariff. The rental charges should be paid within 21 days to the Divisional Cashier and the remittance particulars should be sent to DCM. The party should execute a contract form. 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 per priority of date of requisition. The advertisement material should be delivered at DCM office or at the station concerned by the advertiser. The advertiser should supply the materials required to fix the advertisement and the Railway will fix it in the site. The party should fix/remove the material if the size is more than 50 sq. ft. Any change in the advertisement material during the contract period is permitted with prior approval of DCM. On termination of contract, the advertiser should remove the material within a months period. Otherwise Railways will dispose the material, as they like. The advertiser should pay advertisement tax if any directly to the local government bodies.

17)

DCM will advise the SM regarding permission granted for display of any advertisement material in the station. 18) SM should maintain an advertising register with details of all advertisement 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 to DCM, keeping the material displayed. Contract for CCTV : 1) 2) 3) 4) 5) Headquarters will award contracts for Closed Circuit Televisions normally for a period of 3 years only. CCM (PS) will fix reserve price for each station at the initial stage. Before expiry of the current term, action should be initiated for renewal of contracts. If contract is awarded to any other person than the existing contractor, the other person should install the system well in time to avoid loss of revenue. Otherwise, the existing contractor may be allowed to operate the system on collection of proportionate charges.

Note: As per the existing instructions, the divisions award the contract for CCTV. Role of Canvassers: In Southern Railway 92 accredited canvassers procure the business of commercial publicity making 70% of the advertisement earnings. A canvasser is authorized to request for advertisement sites on behalf of his client and offers his services in remitting the rental charges, displaying the advertisement material in the allotted sites, etc. At the time of renewal of contract, the canvasser may collect and remit the rental charges or obtain necessary letter when the client is not interested in renewing the contract. But Railways enter into contract only with advertisers. The canvasser may accompany the CMI during site 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 CMI should recommend the case on the above conditions, which will be forwarded 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 exceeding Rs.One Lakh.

SAFETY OF PASSENGERS, LUGGAGE AND PARCELS Railways being the prime mode of transport of passengers and their goods are liable for their safe carriage to the destination. While safety of passengers depend on safe running of trains, the safety of goods depend on security measures taken by Railways. Despite the provision of various penalties for the offenders under Railways Act, 1989 crimes like dacoity, looting, etc., become frequent, thus endangering the safety of passengers and their belongings. The GRP are responsible to maintain law and order in the Railway premises and the RPF are responsible for protection of railway property/booked goods. To ensure safety of passengers and their belongings, Railways are taking a number of precautions. Anyhow the efforts can give the expected results only when the travelling publics are co-operating with the Railways. Hence the user publics are also educated to ensure better safety during their presence in the railway premises. Basic safety measures taken by Railways: (i) High/Medium level platforms for convenient boarding/detraining of passengers. (ii) Provision of footboards in the coach to ensure safe boarding/detraining of passengers at low-level platforms.

(iii) Provision of first aid boxes with Guard/Train Superintendent 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 inflammable articles 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) 2) 3) 4) 5) 6) 7) 8) 9) 10) Doors of the coaches should not be kept open when the train is on the run. To avoid theft of luggage, the vestibules should be closed during night. The doors of the coaches should be closed and the train staff should open one of the doors in the platform side to enable boarding/detraining of passengers at enroute stations. The Train Superintendent should assist in lodging FIR in case of any crimes committed in running trains. The train staff should prevent unauthorized entry of beggars/hawkers in the reserved coaches. The Guard should lock the unmanned parcel van, if any in the train to prevent running train theft. Commercial staff should ensure that the parcel vans/wagons are not overloaded. Uneven/haphazard loading of heavy consignments should be avoided as they can easily cause derailments. Defective doors of wagons/parcel vans should be immediately repaired. The Guard and Staff of AC coaches should ensure provision of fire extinguishers to avoid fire accidents.

Special protection to lady passengers: (i) (ii) To prevent instances of lady passengers put to inconvenience by anti-social elements, GRP, RPF and frontline staff should be geared up to react promptly. Lady constables may escort Ladies compartments.

(iii) (iv)

The vulnerable sections and trains should be identified and a joint team of Officers from Commercial, RPF and GRP should conduct regular drives. Regular co-ordination meetings should be conducted to chalk out the strategies to prevent the nuisance.

Preventive measures against terrorist activities : a) Ticket checking staff should check the entry of unauthorized passengers in coaches. b) The ticket checking staff should be vigil and should look for any unclaimed object in the compartments or in the platforms. c) Ticket Collectors should check the entry of unauthorized persons and carriage of explosives and other inflammable articles in the railway premises. d) The parcel office staff should be more careful while accepting the parcels 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. Announcements through audio systems to educate the public : To achieve more fruitful results from the efforts being taken by Railways in ensuring safety of passengers and their belongings, co-operation from the passengers is needed. Hence the passengers may be educated through the audio systems by making announcements as follows: Do not entrust your luggage to strangers. 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. 2) 1)

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 are strictly prohibited and punishable under Sec. 59 & 164 of Railways Act, 1989. But passengers are likely to carry crackers as part of luggage during festival seasons. Hence Railways are undertaking campaign against carriage of these materials in trains. This propaganda should be carried out through public address system, CCTV, etc., Posters are exhibited in prominent places in the station premises and in trains desisting the travelling public from carrying such articles. Ticket checking staff and RPF staff mush exercise sufficient care in checking the passengers luggage. Any article of inflammable nature detected should be removed immediately and action taken against the defaulter. Alarm chain pulling Alarm chain apparatus has been provided in the compartments as a means of communication between the passengers, guard and the driver of a train. In case of any emergency a passenger can pull the alarm chain to stop the train. But some miscreants misuse the alarm chain to stop the train. Under Sec. 141 of Railways Act, 1989 unauthorized alarm chain pulling is punishable. To deal with unauthorized alarm chain pulling the Railways are taking the following steps: 1) As soon as the driver gives indication by whistling regarding unauthorized alarm chain pulling, the train staff including RPF/GRP on escorting duty should become alert and get down to locate the coach. The staff should make efforts to detect and apprehend the person who has interfered with the apparatus. The Guard should give a report in the prescribed proforma in duplicate with full details and hand over one copy to the SM who will pass the same to the GRP. GRP will initiate further action including legal action to book the culprit.

2) 3) 4)

STATUTORY OBLIGATIONS OF RAILWAYS TOWARDS PASSENGERS

Under the Railways Act, 1989 the following are the statutory obligations towards passengers: Sl. Section No. No. 1 49 2 50 3 4 5 6 7 8 9 10 11 51 52 53 54 55 56 57 58 59 Subject Exhibition of timings and fare tables at stations Supply of tickets on payment of fare Ticket is issued but the class/train not having accommodation for additional passengers Cancellation of ticket and refund Prohibition against transfer of certain tickets Exhibition and surrender of tickets and passes Prohibition against travelling without ticket or pass Power to refuse to carry persons suffering from infectious or contagious diseases Maximum number of passengers for each compartment Earmarking of compartment for ladies Communication between passengers and railway servant in charge of train

SECTION 49 Exhibition of timings and fare tables at stations : 1) The following are to be displayed in a conspicuous and accessible place at every station in Hindi, English and Regional language : Arrival and Departure timings of trains carrying passengers and stop at that station Fare list from that station to other stations as considered necessary 2) A copy of the timetable in force shall be kept in SMs office for passenger reference. SECTION 50 Supply of tickets on payment of fares : 1) Every person desirous of travelling on a railway shall be supplied 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 language in case of the lowest class and in Hindi and English in case of all other classes. The Central Government may exempt the details being specified in a particular language if it is not feasible due to mechanization. 2) Also the working hours of the booking windows should be displayed. SECTION 51 Ticket is issued but accommodation for additional passengers: 1) 2) the class/train not having

A ticket is deemed to have been issued subject to the condition of availability of accommodation. If no such accommodation available and the holder travels in a lower class, he is entitled for refund of the difference in fares on returning the ticket.

SECTION 52 Cancellation of ticket and refund: If a ticket is returned for cancellation, it should be cancelled and the amount 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 that person. 2) An authorized Railway servant may permit change of name of a passenger on reserved tickets. 3) Mutual transfer of a reserved seat/berth by passengers travelling by the same train is not prevented. SECTION 54 Exhibition and surrender of tickets and passes: 1) Every passenger should present his ticket/pass for examination on demand by an authorized railway servant during or at the end of the journey. 2) Also the ticket/pass should be surrendered at the end of the journey. 3) If the ticket is issued for a specified period, it should be surrendered on the expiry of such period.

SECTION 55 Prohibition against travelling without ticket/pass: 1) 2) No person should enter or remain in any carriage for the purpose of travelling unless he has a proper ticket/pass or obtained permission of an authorized railway servant. The permission should be in the form of a certificate that he has been permitted to travel on condition that he subsequently pays the fare.

SECTION 56 Power to refuse to carry persons suffering from infectious or contagious diseases : 1) 2) 3) Any person suffering from infectious/contagious diseases prescribed should not enter or remain in any carriage or travel in a train without the permission of an authorized railway servant. The authorized railway servant giving such permission should arrange for separation of such person from other persons in the train. Without obtaining permission as above if any such person enters/remains in any carriage or travels in a train and accompanying person if any, shall be liable to forfeiture of their ticket/pass. Also any authorized railway servant may remove them from railway.

4)

SECTION 57 Maximum number of passengers for each compartment : 1) 2) The Railway shall fix the maximum number of passengers, which may be carried in each compartment, subject to the approval of the Central Government. The number should be conspicuously displayed inside/outside of each compartment in Hindi, English and one or more regional languages 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 of seats/berths as the railway may think fit in every train carrying passengers for the exclusive use of females. SECTION 59 Communication between passengers and railway servant in charge of train :

1) In every train carrying passengers such efficient means of communication between the passengers and the railway servant in charge of the train should be provided and maintained by the Railway. 2) When such means of communication in a train is being misused, it may be disconnected in that train for such period as the Railways think fit. 3) A Railway may be exempted from providing such means of communication in any train under any circumstances specified by the 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

Public complaints show what we are. It is the first step taken to aim for what we should be! Taking action towards what we should be will move us from where we are to where we should be, i.e., creating a feeling among 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 trains 2. Non-availability of FIR forms with TTEs/Guards 3. Non-availability/Bad condition of wheel chairs for use of invalids 4. Late display of reservation charts. 5. Non-availability of coach indication slips & reservation charts in both sides of coaches 6. Parcels not stacked properly in platforms 7. S.T.Holders, unauthorized vendors and beggars travelling in reserved compartments 8. Non-availability of water in coaches 9. Failure of clean toilets 10. Non-functioning of lights and fans in the coaches

11. 12. 13. 14. 15.

Supply of dirty bedrolls in AC coaches. Non-supply of face towel along with bedroll Insect menace in AC Coaches Defective window/shutters in coaches Inadequate cooling in AC coaches

As the above problems are perpetual, the rail users consider the Railways as an inefficient organization. They were angry at Railways failure in attending the above grievances. How to handle public Complaints ? An open mind approach to solve problems created by actual deficiency 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 Organisational set up existing in Railways to receive and redress public complaints: A Public Grievances cell is functioning at Divisional level, Zonal level and Railway Boards level. At Railway Baord: Member (Staff) as Chairman, Director (Efficiency Bureau) as Secretary, Director (Public Grievances) as member. At Zonal Level: AGM as Director, SDGM, CME, CEE, CE, CPTM, CCM, CPRO & Dy. Director (P.G) as members. At Divisional Level: ADRM as Chairman, DME, DMO, DEE & DCM as members Complaints Inspectors are assisting the organization in settling the public complaints.

Computerisation of handling public complaints: Public Complaints are received through four basic units, viz., 1. 2. 3. 4. Stations Divisions Zonal Headquarters and Railway Board

The personal computers are installed with separate telephones at A class stations with Deputy Station Manager (Comml.). In divisions, the personal computer should be installed to DCMs office. In zonal Railway, the personal computer should be provided with CCM (PS) and in Railway board the personal computer is installed in TG II section. All these computers are connected through RAILNET. Procedure : I. Registration of Complaints: 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 the prescribed format. 2) One printed copy of the complaint should be kept in the office of Dy.SMR (Commercial). II. 1) Processing of Complaints by Stations: 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 the Complaints Inspector for conducting enquiry and fixing the responsibility. - Feedback obtained from the Complaints Inspector should be transmitted to the complaint-registering unit. 3) When the Complaint pertains to other Divisions/Zones :

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the complaint should be transmitted to the concerned division/zone through e-mail. Original record is kept at the forwarding station. When the complaint is received by the Division:

III. IV. -

Complaints Inspector will enquire the complaint The complainant will be replied by the division. 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: When the complaint is received at the Station, the complaint will be acknowledged on the spot, or within 24 hours after receipt of the complaint. The complaint is acknowledged through the Computer itself. All replies/feedbacks should be given within 3 days and in case enquiry involved, within 7 days. Maintenance of Database: Necessary data and statistics will be maintained by each unit under the following heads: 1) 2) 3) 4) 5) Complaints registered. Complaints transmitted to other locations Complaints received from other locations Feedback on complaints 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 and

should be processed exactly in the same manner as EXTERNAL COMPLAINTS. Separate data & statistics should be maintained about INTERNAL COMPLAINTS. Conclusion: When British Airlines was incurring heavy losses and got a poor service, due to 7 year long campaign from 1983 to 1989, called putting the customer first, they became one of the worlds most profitable organization. Hence Indian Railways can also achieve their corporate objectives of Improving Quality and Reliability in Service, by putting the Customer first. CITIZENS CHARTER ON PASSENGER SERVICES OF INDIAN RAILWAYS ** ** ** ** ** Provide safe and dependable train services. 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 of complaints and grievances as far as possible. CUSTOMER CARE & Its IMPORTANCE Customer Care & Customer Service are the subjects being given a lot of importance in the present competitive market in all customer related services. Similarly the Railways are also equally concerned since the Customer Care is a very important tool in enhancing the image 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 taken care apart from normal service for which he paid the charges. It does not mean mere transport of passenger or goods from one place to another 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 of complaints and grievances as far as possible. Thus the citizens charter has given a commitment to the customers to set notified standards for various services and provided courteous and efficient service. Southern Railway coined a motto We Care to show their concern to the user public. Why customer care is necessary? To retain ourselves in the market: The market share of the Railways has been declined alarmingly due to various reasons. One of the major reasons for the same is anti-customer approach and poor customer care. By improving the customer care, the Railways 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 of frontline staff who are directly dealing the customers. The competition from the other modes of transport in the field of revenue earning traffic is a major threat for Railways. To face this competition the Railways should build 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 image among the rail users. To minimize the deficiencies in service: As the customer awareness is increasing, there is an urgent need to improve the awareness of staff about our accountability towards the customers. A large number of cases are filled in consumer redressal forums against Railway services. Any deficiency noticed by the forum leads to award of compensation to the customers. Hence we are bound to

take steps to minimize the deficiencies in our service. Due importance given to Customer Care will certainly minimize the number of deficiencies. How to improve customer care in Railways? For our own survival in the market, customer care has to be given its due importance. The following suggestions are made to improve the customer care in Railways. 1) 2) 3) 4) 5) Improvement of customer care requires a substantial commitment at various levels. Everyone in the organization should continuously strive to achieve the goal. To study the opinion of the customers, customer surveys, internal audit and quality improvement programmes may be conducted at regular intervals. Present training programs and communication systems may be revamped to support the new emphasis on customer care. Staff should be trained to be pro-active in their services. A strategy to improve customer care should be evolved considering the following aspects: 6) 7) 8) 9) 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

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Put yourself into the shoes of your customer Every frontline staff should know the problems faced by customer, so that he can understand the feelings of a customer. Staff should never lose temper staff should be trained to control their emotions as they are facing hundreds and thousands of human beings in their transaction. Staff should be positive in their approach staff should find out all possible means to accommodate the needs of a customer within the framework of rules. 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 for future sales. Individual customer is important to the organization One satisfied customer may not bring another customer; but one aggrieved 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 vital role by their co-operation to the Railways as follows: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Observing clean and hygienic behaviour by proper use of facilities. Dealing courteously with fellow passengers and railway staff. Maintaining proper queues wherever necessary. Abstaining from smoking and drinking where there is prohibited as a courtesy to fellow passengers. Travelling light and booking heavy luggage in the brake van. Using the alarm chain only for sufficient reason. Refraining from carrying contraband, inflammable and dangerous goods in trains. Not encouraging unauthorized persons, touts and unscrupulous elements by purchasing tickets from them. Boarding reserved coaches only when a seat/berth is allotted in his favour. Protecting railway property from any misuse, damage or vandalism.

ACCOUNTS FOR COMMERCIAL/TRAFFICE APPRENTICE (STAGE III)

STATION OUTSTANDINGS Definition: Those amounts for which the SM has became accountable, but not liquidated his liability either by remittance of cash/voucher or by taking special credits under the rules up to the closing of the month are called Outstanding. Kinds of outstandings: The outstanding is shown as Closing Balance in the credit side of the balance sheet. These outstanding are generally related to: i) Disallowance by the Chief Cashier. ii) Admitted Debits iii) Disputed Debits iv) Freight outstanding on a) To-Pay consignment on hand awaiting delivery

b) To-Pay consignments not on hand but accounted as force entry as per MPA c) To-Pay consignments requiring clearance by over charge sheet due to the consignment having been diverted to other stations v) Wharfage/Demurrage charges foregone for which remission order 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. In case the Chief Cashier finds any forged currency notes, short remittance, etc. He will acknowledge the amount in the C.R. Note as received by him and specify the particulars of forged currency, short remittance, etc. On receipt of Receipt foil of the CR Note is received at station, the SM should recover and remit the shortage from the staff responsible. If it is not recovered and remitted during the month, the same should be taken into outstanding. ii) Clearance of outstanding under Admitted Debits. Various returns submitted by the stations are checked in the Traffic Accounts office or by the Travelling Inspector of Accounts during his inspection at Stations. If any short collection or short accountal is detected, the same will be debited by means of an Error Advice. The error advice received at the station will be accounted in the debit side of the balance sheet of the month in hand. The error sheet may be either Admitted or Disputed by the station. In case of admitted debits the SM should fix the staff responsible. The debit should be disputed only under proper grounds, which should be recorded in the error 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 taken under DAR.

Procedure to clear the outstanding through salary recovery: The traffic Accounts office (SAO/T/TPJ for Coaching and SAO/T/MAS for Goods) will prepare each month the outstanding list under the head Admitted Debits in 4 copies station-wise for each division separately for items of Rs.150/- and above and items less than Rs.150/-. The list will be sent to DCMs, DAOs of the divisions and CCM/MAS. The list will have the details of Staff responsible for the admitted debit, Designation, PF No., EA reference, Amount, etc., Commercial Supervisors/Inspectors should ensure that the debits of Rs.150/- and below 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 cashier disallowance if any are not made