TIME SCHEDULE FOR DELIVERY OF SERVICES RENDERED BY SOUTH CENTRAL RAILWAY - COMMERCIAL DEPARTMENT

 
 
 
 
 
 
 
S.No Service Time Limit (With Remarks) Single Window agency (to be contacted for progress / Non-compliance)
1.0
Opening of new Private Sidings / Private Freight Terminals: (Greenfeild Projects) (When consultant is engaged)
1.2 (a)

DPR approval (Customers to see Check List & instructions in Operating Branch, HQ Webpage)

30 Days CTPM through email ID ctpm@scr.railnet.gov.in
1.2 (b) Drawings Approval: (Customers to see Check List & instructions in Operating Branch, HQ Webpage)

30 Days(without Bridges)

60 Days (with Bridges)

CGE through e-mail ID cge@scr.railnet.gov.in
1.3 Divisional Certificate after execution of the works 30 days Sr DOM (through email ID)
1.4 Signing of Siding Agreement - Private Siding Agreement 15 days

CTPM through email ID ctpm@scr.railnet.gov.in

1.5 Notification after certification

5 days (After receipt of Completion Certificate and signing of siding agreement & Land agreement)

CCM/FS through email ID ccmfs@scr.railnet.gov.in
2.0 Land Licensing (Connected with Railway siding) (Customers to see check list and instructions in Engg, Dept/HQ webpage) 90 days Sr DEN/Coord (Through email ID)
3.0 Allotment of Commercial Plots: (Customers to see Check list & instructions in Commercial Dept/HQ webpage) Check List for Commercial Plots 75 days Sr DCM (Through email ID)
5.0 Refunds in Divisional/Chief Commercial Managers' Office:
5.1

Coaching Refunds:

Application Form

45 days after submission of TDR & claim SCM /Refunds through email ID scmrefunds@scr.railnet.gov.in
5.2

Goods Refunds:

Application Form

60 days SCM /Refunds through email ID scmrefunds@scr.railnet.gov.in
5.3 (a)

Claims for non-delivery of wagons:

Application Form

60 Days
SCM /Claims through email ID scmclaims@scr.railnet.gov.in
(b)

Claims for non-delivery of Parcels:

Application Form

60 Days
SCM /Claims through email ID scmclaims@scr.railnet.gov.in
5.4

Shortage/Damage/Leading to complaints/Open Delivery etc

Application Form

45 Days
SCM /Claims through email ID scmclaims@scr.railnet.gov.in
6.0 Passenger Ticketing:
6.1 Unreserved Tickets
(At Stations where exclusive Counters are provided - After the passenger enters the queue at window)

Wayside Station - 10 minutes

Major Stations Non Peak time - 10 mins, Peak time - 20 mins

Divisional Commercial Control
(through SMS to Mobile Number)
6.2 Reserved Tickets
a)

Reservation and Cancellation
(at Stations where exclusive Reservation Counters are provided - After the passenger enters the queue at window)

Reservation Form

30 Minutes

i) SMR (through SMS to Mobile Number) for PRS at bigger station viz., A,B,&D class.

ii) Divisional Commercial Controller (Through SMS to Mobile Number) for Other stations & PRS at Remote Locations

b)

Reservation and Cancellation
(at Stations where Reservation and General tickets are issued from unified Counter - After the passenger enters the queue at window)

Reservation Form

20 minutes

(General tickets will be given priority over PRS tickets during train timings)

Divisional Commercial Control
(through SMS to Mobile Number)
8.0 Parcels: Where exclusive Parcel Office is provided:
8.1

Booking time: (after filling up forwarding note)

Forwarding Note

15 mins for generation of PWB/LT excluding time taken for filling up the Forwarding Note Divisional Commercial Control
(through SMS to Mobile Number)
8.2 Delivery of Parcel / Luggage 10 mins Divisional Commercial Control
(through SMS to Mobile Number)
8.3 Loading Time within 24 hrs of booking for daily trains Divisional Commercial Control
(through SMS to Mobile Number)
9.0 Freight Services
9.1

Registration of Indent (After filling up of Forwarding note)

Forwarding Note

20 Minutes Divisional Commercial Control
(through SMS to Mobile Number)
9.2 Booking: (On completion of loading). e-payment agreement 20 Minutes Divisional Commercial Control
(through SMS to Mobile Number)
9.3 Supply of Rakes: (Applicable for unrestricted destinations) Covered Wagons:
To Sidings - 1 week
To Goods Shed - 2 weeks
Open Wagons:- 1 week
Sr.DOM (through e-mail id)

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 "Public grievances" in S.C. 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 justiciable.