| 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) |
(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.