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Eastern Railways is committed to deliver satisfactory services to its customers. Towards this end, it has set itself of benchmarks for service levels. Given the enormous pressure on the system and network in the face of inadequate infrastructure and human resources, these service levels are guideposts for employees to strive and achieve.

Therefore, the time limits (service levels) are indicative and the timeline for delivery of service levels does not constitute legal commitment nor does it confer any right to challenging Railways in the event of non-fulfillment of the prescribed limits.

TIME SCHEDULE FOR DELIVERY OF SERVICES

RENDERED BY EASTERN RAILWAY

1.

Passenger Ticketing

2.

Full Tariff Rate (FTR) - Coach or Train booking

3.

Refunds in Divisional / Chief Commercial Managers' Office

4.

Freight Services

5.

Opening of New Private Sidings / Private Freight Terminals

(Greenfield projects) (When consultant is engaged)

6.

Way Leave Proposals

7.

Parcels : Where exclusive Parcel Office is provided

8.

Land Licensing (connected with Railway Siding)

9.

Allotment of Commercial Plots

10.

Time frame for attending complaints on Cleanliness

11.

Reply of Public Complaints/Grievances

12.

Theft of Luggage

13.

Cooperation from Passengers


Note to Customers:- 

1.

The above time limits are applicable to Railways for delivering various services, provided the customer has fulfilled all the relevant conditions and other pre-requisites for rendering the services.

2.

Above time schedule of delivery of services is an earnest attempt by Eastern Railway to comply in delivery of services, keeping the citizens/customers' expectations.  All efforts will be made to deliver the services within the time limits specified in this citizen charter, except for special or unusual reasons and for the reasons beyond the control of Railway Administration.

3.

For reporting other deficiencies in services provided by Railways through complaints as well as other suggestions, citizens/customers may access webpage on the subject 'Public Grievances Redressal' on the website of Eastern Railway.

Disclaimer:

 

Above time limits for delivery of services does not confer any right on citizen/customers for legally questioning Railways when there is some failure to deliver services within the prescribed time limits.




Source : Eastern Railway CMS Team Last Reviewed on: 28-09-2016  


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