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TIME SCHEDULE FOR DELIVERY OF SERVICES RENDERED BY SOUTH CENTRAL RAILWAY

 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. 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.

1.0 Opening of new Private Sidings/Private Freight Terminals:

(Greenfield projects) (When consultant is engaged)

Sl. No.

Service

Time limit

 

·Single Window Agency
(to be contacted for progress/

·non-compliance)

1.1

 In Principle approval

 

30 days

·CTPM
(ctpm@scr.railnet.gov.in)

1.2 (a)

Detailed Project Report (DPR) approval

30 days

CTPM
(ctpm@scr.railnet.gov.in)

1.2(b)

Drawings Approval

30 days
 (w/o Bridges)    
60 days 
(with bridges)

CGE
(cge@scr.railnet.gov.in)

1.3

Divisional certification after execution of the works

30 days

Sr.DOM of concerned Division

1.4

Signing of Siding agreement

15 days

CTPM
(ctpm@scr.railnet.gov.in)

1.5

Notification after certification

 

CCM/FS
(ccmfs@scr.railnet.gov.in)

 

 

 

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2.0 Land licensing:  (Connected with Railway Siding)

Sl. No.

Service

Time limit

 

Single Window Agency
(to be contacted for progress/ non-compliance)

2.0

Land licensing

(Download Check list)

90 days

Sr.DEN/Co-ordination.

Secunderabad division: srdencoord@sc.railnet.gov.in

Hyderabad division

srdencoord@hyb.railnet.gov.in

Guntur division

srdencoord@gnt.railnet.gov.in

Vijayawada division

srdencoord@bza.railnet.gov.in

Nanded division

srdencoord@ned.railnet.gov.in

Guntakal division

srdencoord@gtl.railnet.gov.in

Application for Licensing of Railway Land for Private Siding

 

 

 

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Allotment of Commercial Plots:

Sl. No.

Service

Time limit

 

Single Window Agency
(to be contacted for progress/ non-compliance)

3.0

Allotment of Commercial Plots

(Please see Check list)

75 days
 

Sr.DCM

Secunderabad division: srdcm@sc.railnet.gov.in

Hyderabad division

srdcm@hyb.railnet.gov.in

Guntur division

srdcm@gnt.railnet.gov.in

Vijayawada division

srdcm@bza.railnet.gov.in

Nanded division

srdcm@ned.railnet.gov.in

Guntakal division

srdcm@gtl.railnet.gov.in
 

 

 

 

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Way leave proposals:

Sl. No.

Service

Time limit

 

Single Window Agency
(to be contacted for progress/ non-compliance)

4.1

In principle approval of proposal of Division

20 days

ADRM
Secunderabad division: adrmt@sc.railnet.gov.in

Hyderabad division

adrm@hyb.railnet.gov.in

Guntur division

adrm@gnt.railnet.gov.in

Vijayawada division

adrm@bza.railnet.gov.in

Nanded division

adrm@ned.railnet.gov.in

Guntakal division

adrm@gtl.railnet.gov.in

4.2 (i)

Applications under Divisional Powers

Not involving Track crossing

30 days

ADRM
Secunderabad division: adrmt@sc.railnet.gov.in

Hyderabad division

adrm@hyb.railnet.gov.in

Guntur division

adrm@gnt.railnet.gov.in

Vijayawada division

adrm@bza.railnet.gov.in

Nanded division

adrm@ned.railnet.gov.in

Guntakal division

adrm@gtl.railnet.gov.in

4.2(ii)

Applications under Divisional Powers

 Involving track crossing

45 days

ADRM
Secunderabad division: adrmt@sc.railnet.gov.in

Hyderabad division

adrm@hyb.railnet.gov.in

Guntur division

adrm@gnt.railnet.gov.in

Vijayawada division

adrm@bza.railnet.gov.in

Nanded division

adrm@ned.railnet.gov.in

Guntakal division

adrm@gtl.railnet.gov.in

4.3(i)

Applications under Headquarters Powers Not involving CRS sanction

Additional 45 days   over 4.2 (i)

CGE
cge@scr.railnet.gov.in

4.3(ii)

Applications under Headquarters Powers Involving CRS sanction

Additional 60 days  over 4.2 (ii)

CGE
cge@scr.railnet.gov.in

 

 

 

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5.0 Refunds in Divisional/Chief Commercial Managers' Office::

Sl. No.

Service

Time limit

 

Single Window Agency
(to be contacted for progress/ non-compliance)

5.1

 Coaching Refunds

(Download Coaching Refund form)

 

45 days after submission of TDR & claim

SCM /Refunds
scmrefunds@scr.railnet.gov.in

5.2

Goods  Refunds

(Download Goods Refund form)

60 days

SCM/Refunds
scmrefunds@scr.railnet.gov.in

5.3 (a)

Claims for non-delivery of wagons

(Download Form)

.

60 days

SCM/Claims
scmclaims@scr.railnet.gov.in

5.3(b)

Claims for non-delivery of parcels

(Download Form)

60 days

 SCM/Claims
scmclaims@scr.railnet.gov.in

5.4

Shortage/damage/leading to complaints/open delivery etc.

(Submit Form)

45 days

SCM/Claims
scmclaims@scr.railnet.gov.in

 

 

 

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6.0 Passenger Ticketing:

Sl. No.

Service

Time limit

 

Single Window Agency
(to be contacted for progress/ non-compliance)

6.1

Unreserved Tickets   

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

Wayside stations - 10 min.

Major stations      
 Non-peak time - 10 min.
peak time - 15 min

 Divisional Commercial Control
 

Secunderabad division:

SMS to Mobile 09701371975

Hyderabad division

SMS to Mobile 09701372961

Guntur division

SMS to Mobile 09701379981

Vijayawada division

SMS to Mobile 09701373537

Nanded division

SMS to Mobile 09730471955

Guntakal division

SMS to Mobile 09701374075

6.2 (a)

Reserved Tickets:

Reservation and Cancellation

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

(Download form)

30 min.

i) Supervisor Phone Numbers of Important Stations 

ii) Divisional Commercial Controller - for other stations & PRS at remote locations

Secunderabad division:

SMS to Mobile 09701371975

Hyderabad division

SMS to Mobile 09701372961

Guntur division

SMS to Mobile 09701379981

Vijayawada division

SMS to Mobile 09701373537

Nanded division

SMS to Mobile 09730471955

Guntakal division

SMS to Mobile 09701374075

6.2(b)

Reserved Tickets:

Reservation and Cancellation

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

(Download form)

20 min.

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

 Divisional Commercial Control
 

Secunderabad division:

SMS to Mobile 09701371975

Hyderabad division

SMS to Mobile 09701372961

Guntur division

SMS to Mobile 09701379981

Vijayawada division

SMS to Mobile 09701373537

Nanded division

SMS to Mobile 09730471955

Guntakal division

SMS to Mobile 09701374075

 

 

 

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7.0 Full Tariff rate (FTR) - Coach or Train booking:

Sl. No.

Service

Time limit

Single Window Agency
(to be contacted for progress/ non-compliance)

7.1

Application for coach/train booking on Full Tariff Rate (FTR)

1.  Registration cum Security Deposit & Application:   Not before Six(6) months or not later than  thirty(30) days before commencement of journey.

 2. Confirmation:  72 hrs. before commencement of journey.

Dy.COM/Coaching             

 Tel: 040-27786419

dycomchg@scr.railnet.gov.in

 

 

 

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8.0 Parcels: Where exclusive Parcel Office is provided:

Sl. No.

Service

Time limit

 

Single Window Agency
(to be contacted for progress/ non-compliance)

8.1

Booking time:
(after filling up forwarding note)

(Download form)

15 min. for generation of PWB/LT
excluding time taken for filling up the Forwarding Note

  Divisional Commercial Control
 

Secunderabad division:

SMS to Mobile 09701371975

Hyderabad division

SMS to Mobile 09701372961

Guntur division

SMS to Mobile 09701379981

Vijayawada division

SMS to Mobile 09701373537

Nanded division

SMS to Mobile 09730471955

Guntakal division

SMS to Mobile 09701374075

8.2

Delivery of Parcel/Luggage

10 min.

 Divisional Commercial Control
 

Secunderabad division:

SMS to Mobile 09701371975

Hyderabad division

SMS to Mobile 09701372961

Guntur division

SMS to Mobile 09701379981

Vijayawada division

SMS to Mobile 09701373537

Nanded division

SMS to Mobile 09730471955

Guntakal division

SMS to Mobile 09701374075

8.3

Loading time:

within 24 hrs. of booking 
for daily trains

 Divisional Commercial Control
 

Secunderabad division:

SMS to Mobile 09701371975

Hyderabad division

SMS to Mobile 09701372961

Guntur division

SMS to Mobile 09701379981

Vijayawada division

SMS to Mobile 09701373537

Nanded division

SMS to Mobile 09730471955

Guntakal division

SMS to Mobile 09701374075

 

 

 

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9.0 Freight Services:

Sl. No.

Service

Time limit

 

Single Window Agency
(to be contacted for progress/non-compliance)

9.1

Registration of Indent
(after filling up forwarding note)

(Download form)

20 min.

 Divisional Commercial Control
 

Secunderabad division:

SMS to Mobile 09701371975

Hyderabad division

SMS to Mobile 09701372961

Guntur division

SMS to Mobile 09701379981

Vijayawada division

SMS to Mobile 09701373537

Nanded division

SMS to Mobile 09730471955

Guntakal division

SMS to Mobile 09701374075

9.2

Booking:
(On completion of loading)

(E-Payment Agreement proforma)

20 min.

 Divisional Commercial Control
 

Secunderabad division:

SMS to Mobile 09701371975

Hyderabad division

SMS to Mobile 09701372961

Guntur division

SMS to Mobile 09701379981

Vijayawada division

SMS to Mobile 09701373537

Nanded division

SMS to Mobile 09730471955

Guntakal division

SMS to Mobile 09701374075

9.3

Supply of Rakes:
(applicable for unrestricted destinations)

Covered  Wagons
To Sidings - 1 week       

To Goodsshed- 2 weeks

Open Wagons
1 week

Sr.DOM

Secunderabad division: srdom@sc.railnet.gov.in

Hyderabad division

srdom@hyb.railnet.gov.in

Guntur division

srdom@gnt.railnet.gov.in

Vijayawada division

srdom@bza.railnet.gov.in

Nanded division

srdom@ned.railnet.gov.in

Guntakal division

srdom@gtl.railnet.gov.in

 

 

 

 

 

 

 

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10.0 Time frame for attending complaints on Cleanliness::

Sl. No.

Category of Station

Time taken to attend complaint

 

Single Window Agency
 

10.1

 A1 & A category stations

 

15 min

A single window/Agency in major station & a Telephone helpline no. (such as 138) should be provided for lodging complaints including complaints on cleanliness of stations & trains respectively. This single window  will direct the complaint to the concerned department/ wing.

10.2(a)

OBHS trains

20 min

10.2(b)

Other trains

Next coaching train examination station after providing reaction time of 20 min.

 

 

 

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11.0 Reply of Public Complaints/Grievances::

Railway Administration would ordinarily reply to the complaint within 90 days, where detailed enquires are not required to be made and within 120 days, in case of complaints where detailed enquiries are warranted.  However, the time limit for redressal of complaints received through CPGRAMS is 60 days as fixed by Department of Public Complaints & Public Grievances (DOAR & PG)

 

 

 

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12.0 Theft of Luggage::

(i)      A Prescribed FIR Form is available in the Time-Table or with TTEs/Guards and GRP escort.  After filling it up, the Form may be handed over to one of the officials viz. TTE, Guard or GRP escort for registration of the report at the next Police Station.

(ii)       All India Security Helpline No.182 may be called on for all security related assistance.

 

 

 

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13.0 Cooperation from Passengers::

In order to ensure good quality service to Passengers, the Indian Railways seeks the co-operation of Rail Users by :-

(i)        Observing Clean and Hygienic behavior at railway stations and on trains, by proper use of facilities.

(ii)        Dealing courteously with fellow passengers and railway staff with whom they come in contact.

(iii)       Maintaining proper queues while waiting for purchases of tickets or at Enquiry counters etc.

(iv)       Abstaining from smoking and drinking in railway premises areas where this is prohibited as a courtesy to fellow passengers.

(v)        Travelling light and booking heavy luggage in the brake-van.

(vi)        Using the Alarm Chain only for good and sufficient reason and assisting the Railway administration in apprehending persons who indulge in improper use of the alarm chain apparatus.

(vii)        Refraining from carrying contraband, inflammable dangerous items in trains.

(viii)      Not encouraging unauthorized persons, touts and other unscrupulous elements by purchasing tickets etc.  from them and promptly reporting any such instances to the Railway Authorities.

(ix)       Boarding reserved coaches only if a seat or berth has been allotted in the coach.

(x)        Refraining from using toilets on board when the train is stationary.

(xi)       Protecting Railway property from any misuse, damage or vandalism and reporting any such cases promptly to the Railway authorities.

(xii)      Refraining from travelling on foot-board or roof top of train.

(xiii)     People should not tress-pass on Railway Tracks.

(xiv)      Security Helpline No.182 may also be used to inform regarding suspected objects/persons on trains/railway premises.

 

 

 

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Opening of new Private Sidings/Private Freight Terminals:

(Greenfield projects) (When consultant is engaged)

Sl. No.

Service

Time limit
 

Single Window Agency
(to be contacted for progress/non-compliance)

1.1

 In Principle approval

30 days

CTPM
(ctpm@scr.railnet.gov.in)

Activities to be performed by the party

1)Submission of application with feasibility report and conceptual / schematic plan.

2)Remittance of Rs.15000/- (non-refundable) towards feasibility study fee drawn in favour of Chief Cashier/FA&CAO/SC.

3)Application for RTC  to Railway Board either by Railway or by the party.

Activities involved by Railway

1)Examination of the proposal with regard to feasibility, adequacy and flexibility.

2)Time limit: 30 Days

3)Remarks:

Siding application shall be routed through an approved Railway Consultant. 

The arrangements will be examined by CTPM’s Office and in-principle approval is granted as per the merit of the proposal.

Download Complete details

 

 

 

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Opening of new Private Sidings/Private Freight Terminals:

(Greenfield projects) (When consultant is engaged)

Sl. No.

Service

Time limit
 

Single Window Agency
(to be contacted for progress/non-compliance)

1.2(a)

 DPR Approval

30 days

CTPM
(ctpm@scr.railnet.gov.in)

Detailed Project Report Approval

Activities to be performed by the party

The consultant on receipt of in-principle approval will submit Detailed Project Report along with  PT plan as per the approved conceptual drawing along with Initial codal charges (This Zone is collecting 2% towards initial codal charges).

Activities involved by Railway

CTPM’s office after examining DPR will forward the PT Plan and DPRs to concerned division / Hqrs for processing approvals.

Time limit : 30 Days

Remarks:

CTPM’s office after examining DPR will forward the PT Plan and DPRs to concerned division / Hqrs for processing approvals. On receipt of the divisional approved Plan, The CGE’s office will make BP copies of the same and circulate to the concerned departments for approvals. On receipt of approvals from all the departments of head quarters CGE’s office will forward final approved ESP to CTPM’s office with comments /observations by various departments for compliance by the party and Consultants. The same is issued to Consultants by CTPM’s office advising them to carry out the siding construction work as per the approved ESP.

 

 

 

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Opening of new Private Sidings/Private Freight Terminals:

(Greenfield projects) (When consultant is engaged)

Sl. No.

Service

Time limit
 

Single Window Agency
(to be contacted for progress/non-compliance)

1.2(b)

 Drawings Approval

30 days
 (w/o Bridges)60 days 
(with bridges)

CGE
(cge@scr.railnet.gov.in)

Drawing Approval

Activities to be performed by the party

The consultant on receipt of in-principle approval will submit PT plan along with  Detailed Project Report as per the approved conceptual drawing

Activities involved by Railway

CTPM’s office after examining  PT Plan will forward it to concerned division for processing the same. On obtaining divisional approval Sr.DEN/Co-Ord will forward the approved plan to HQs office (CGE) who will then circulate the same to PHODs of Engg, Elec, S&T, Commercial and operating departments.

Time limit : 60 Days

Remarks:

CTPM’s office after examining DPR will forward the PT Plan and DPRs to concerned division / Hqrs for processing approvals.

On receipt of the divisional approved Plan, the CGE’s office will make BP copies of the same and circulate to the concerned departments for approvals.

On receipt of approvals from all the departments of Head quarters, CGE’s office will forward final approved ESP to CTPM’s office with comments /observations by various departments for compliance by the party and the consultants. The same is issued to Consultants by CTPM’s office advising them to carry out the siding construction work as per the approved ESP.

 

 

 

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Opening of new Private Sidings/Private Freight Terminals:

(Greenfield projects) (When consultant is engaged)

Sl. No.

Service

Time limit
 

Single Window Agency
(to be contacted for progress/non-compliance)

1.4

 Signing of Siding Agreement

(Download Agreement)

15 days
 

CTPM
(ctpm@scr.railnet.gov.in)

Signing of siding agreement

On completion of the in-principle approval, DPR approval and Drawing approval the signing of siding agreement to be entered between siding owner and Railways.

Activities to be performed by the party

On completion of the siding with all facilities viz. EIMWB, FOIS etc. the siding owner shall submit -

1.      Land licensing Agreement with Division.

2.      Installation and Calibration EIMWB (Weigh Bridge).

3.      Track Fit Certificate (will be issued by ADEN of the Division/Section)

4.      EIG certificate issued by Sr.DEE/TRD’s office in Electrified territories

5.      Handy sized Sketches 14 (signed by Party Consultants and signed by Sr.DEN/Co-Ord, Sr. DCM &

 Sr.DOM.

6.      Completion Drawing along with Charted Accountant certified Completion estimates and payment of

 Balance codal charges.

7.      09 copies of private siding agreement signed by party besides Non Judicial stamp paper 100 X 3.

Activities involved by Railway

On receipt of all the above CTPM will sign the agreement and forward the same to CCM/FM for notifying the siding.

Time limit: 15 days

 

 

 

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Full Tariff Rate (FTR) - Coach or Train Booking: 

Sl. No.

Service

Time limit
 

Single Window Agency
(to be contacted for progress/non-compliance)

7.1

Application for coach/

train booking on Full Tariff Rate (FTR)

(Download Application form)

1.  Registration cum Security Deposit & Application:   Not before Six(6) months or not later than  thirty(30) days** before commencement of journey.

 2. Confirmation:  72 hrs. before commencement of journey.

Dy.COM/Coaching             

 Tel: 040-27786419

       040-27786427

dycomchg@scr.railnet.gov.in

Procedure of Booking of FTR Coaches / Special Trains

Before you embark on your schedule programme of booking a special train/coach on Full Tariff Rate(FTR), here are five simple steps that you need to know:

Five Simple Steps to book a Special Train/Coach

1) Register Yourself

By paying Rs. 50,000 per coach by cash to the Station Manager of the journey commencing station or Demand Draft in favour of Chief Cashier ,South Central Railway ,Secuderabad at Cash Office, Secuderabad as registration cum security charges. At least 18 coaches would have to be booked for a special train. Hence a minimum of Rs. Nine Lakhs (Rs. 9,00,000/-) shall have to be paid as registration cum security charges for booking a special train. An enhanced security cum registration fee of Rs. Ten Thousands only (Rs. 10,000/-) per coach per day would be levied for tour programme exceeding seven days.  Tariff mentioned above is subject to revision from time to time.

Other Charges that apply

Return basic fare for passengers of 18 coaches + 20% service charges on return fare + detention charges @ Rs. 600/- per coach per hour + Empty run charges (Charges for watering, maintenance etc. i.e Rs. 5000/- for Sleeper Class and Rs. 15,000/- for AC coaches + Safety charges @ Rs. 40/- per person in Sleeper Class, Rs. 120/- in 3rd AC & Rs. 160/- in Second AC). Tariff mentioned above is subject to revision from time to time.

2) Submit an Application

In the prescribed format to the Chief Passenger Transportation Manager (CPTM) of the Railway on which your journey commences at least 30 days in advance or a maximum of six months prior to the commencement of the journey. Attach Xerox of the money receipt obtained by paying registration fees. Application Proforma is in  Annexure.   

3) Await Acknowledgement

Which shall indicate your position on the waiting list. Final Programme will be confirmed only after examining operational feasibility and haulage confirmation from other concerned Zonal Railways further approvals can be restrained in case of inclement weather like fog or heavy rains.

4) Collect Final Confirmed Programme copy

Collect final confirmed programme copy from the office of the Chief Passenger Transportation Manager at least 72 hours before the date of commencement of journey.

5) Approach the Station manager

Of the journey commencing station with full list and details of ‘ intending’ passengers at least 48 hours in advance for preparation of your ticket. Should you need any further assistance we are here to help you and you can contact us:

Deputy Chief Operations Manager (Coaching)

Chief Operation Manager's  Office
2nd  Floor, Railnilayam,
Secuderabad-71

Tel : 040-27786427, 040-27786419

INSTRUCTIONS IN RESPECT OF SPECIAL TRAINS/COACHES

A) Full Tariff Rate (FTR) Coaches.

The existing procedure for reservation of FTR Coaches/Trains based on priority of date of registration will continue.    The procedure will be as under:-

1. Booking

i) The Indentor is required to pay the requisite charges per coach and subsequently, the indentor is required to put up application to CPTM giving his name, address and Telephone No. It should also be accompanied by photocopies of any of the following items as proof of residence:

a) Driving License                       b) Electricity Bill

c) Passport                                d) Election Identity Card

e) Income-Tax Clearance Certificate

ii) Copy of PAN Card with original endorsement of signature of applicant.
iii) A Passport size photograph of the applicant. All correspondence with respect thereof shall be done by the same person.

iv) The details of the Tour Programme including halts and its duration.

v) Xerox copy of the Money Receipt of the amount deposited.

2. PROCESSING OF THE APPLICATION

The application shall be received in CPTM's Office. Applications for which the train cannot be allotted for want of availability of stock will be given a waiting list number and the applicants will accordingly be advised with a request to be in touch with this office.

Once the registration for an FTR coach is made, only a one time change in the date of commencement of journey within 10 days from original date will be entertained. This option of change in date should be given by Party within 15 days of registration. No other change like change in destination, stock, itinerary etc. will be entertained.

B) Special Trains / Coach on Full Tariff Rate ( FTR)

  1. For special trains on FTR, the rakes are allotted based on priority of date of registration. This system of First come first served may continue.
  2. Party will be informed of the composition offered for FTR Special and will have the option to accept or reject within a week. The offer will be based on availability of particular category of stock. In case the Party rejects the stock offered or in case there is no response from the Party/IRCTC within one week, the rake will be offered to Second Party on priority list.