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Citizen Charter

GM's Message on Citizen Charter



1.0  Opening of new Private Sidings / Private Freight Terminals

        (Greenfield projects) (When consultant is engaged)

2.0  Land Licensing (connected with Railway Siding)

3.0  Allotment of Commercial Plots

4.0  Way Leave Proposals

5.0  Refunds in Divisional / Chief Commercial Managers' Office

6.0  Passenger Ticketing

7.0  Full Tariff Rate (FTR) - Coach or Train booking

8.0 Parcels: Where exclusive parcel office is provided

9.0 Freight Services

10.0 Time frame for attending complaints on Cleanliness

11.0 Reply of Public Complaints/Grievances

12.0 Theft of Luggage

13.0 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 Railways to comply in delivery of services, keeping the citizen/customers' expectations.  All efforts will be made to deliver the services within the time limits specified in the citizen charter, except for special or unusual reasons and for the reasons beyond the control of Railway administration.

(3) For reporting other deficiencies in service provided by Railways through complaints as well as other suggestions, public may access webpage on the subject 'Public grievances' in  S. E. Railway website.

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. These time limits are not justifiable.

Source : South Eastern Railway CMS Team Last Reviewed : 29-06-2021  

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