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Metro Railway is committed to deliver satisfactory services to its customers. Towards this end, it has set for itself various benchmarks on service levels. Given enormous challenges in the face of inadequate infrastructure different service levels are designed as guideposts for employees to follow faithfully.

Therefore, the time limits( in confirmative to service levels) are indicative and do not constitute legal commitment nor do they confer any right to challenge in the event of non-fulfilment of the prescribed limits.

 

SERVICES RENDERED BY METRO RAILWAY:

1.Ticketing

2.Fare

3.Refunds

4.Services

5.Performance & Target

6.Penalties

7.Concessions

8.Amenities

9.Cleanliness

10.Public Complaints/Grievances

11.Commercial Contracts

12.Cooperation from passengers

13.Contacts



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 Metro 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 Metro 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.

 

 

 

1.Ticketing

Smart Tokens and Smart Cards are the tickets to access Metro Railway in hassle free manner. These are durable and reusable with embedded computer chips which automatically calculate and deduct the correct fare for journey.

Sl. No.

Service

Time limit

1.

Issue of Smart Token

30 minutes

2.

Issue of Smart Card or its recharge

30 minutes

 

(Download details)

 

Phone Numbers of stations:

Station

Contact No.

Station

Contact No.

Station

Contact No.

Noapara

25461122

Dum Dum

25578317

Belgachia

25576082

Shyambazar

25549748

Shovabazar

25543112

Girish Park

22415452

Mahatma Gandhi Road

25568709

Central

22263752

Chandni Chawk

25323543

Esplanade

22261088

Park Street

22261663

Maidan

22261593

Rabindra Sadan

24553444

Netaji Bhavan

24750863

Jatin Das Park

24553763

Kalighat

24668381

Rabindra Sarobar

24715420

Mahanayak Uttam Kumar

24715717

Netaji

27016950

Masterda Surya Sen

27016995

Gitanjali

24997966

Kavi Nazrul

24621233

Shahid Khudiram

24621511

Kavi Subhash

24328020

 

 

2.Fare

 

Metro Railway’s fare is the minimum amongst all the Metros in operation in India. Metro fare is also in the lowest in comparision to road transport in the city of Kolkata.

 

(Download details)

 

3.Refund

 

Refunds against smart cards and tokens are granted as per the existing norms within a specified time period. Refunds against smart tokens are granted as and when produced at the booking counters whereas refunds against smart cards are granted either instantly or within a maximum time limit of 7 days. Deputy Chief Operations Manager/Commercial is the nodal Officer having contact No.22880041 andemail ID -dycomcmml@mtp.railnet.gov.in

 

(Download details)

 

(Download Refund Form)

 

4.Services

 

Metro Railway at present operates from 06.45 hrs. to 22.45 hrs. in Weekdays, Saturdays and Holidays. On Sundays, Metro services are available from 09.50 hrs. to 22.45 hrs.

(Download Details)

5.Performance and Target

Kolkata Metro is determined to take its place as one of the world’s leading railways in Metro operation. Our proven operational systems and commitment to continuous improvement will make this goal a reality. Our all embracing approach to innovation is aimed at improving travel experience. Metro understands what it takes to run a world-class train system.

(Download Details)

 

6.Penalties

Penalties are imposed for token less travel as well as short journey tokens in Metro Railway. In addition to above, provision for imposition of penalty for committing nuisance, spitting etc. has been enforced.

(Download Details)

 

7.Concessions

Concessions are granted only to the students attending School / Madrasas / Vocational Institutions up to classes academically equivalent to Class – XII. In addition to above, Smart Card for MLAs against Rail Travel Coupons (RTC) are also issued.

(Download Details)

 

8.Amenities

 

All the basic amenities like booking counters, seating arrangements, drinking water, lifts, escalators, wheel chairs etc. are available at all the stations. In a train, seats, light, fans, on board announcement and destination boards are also available.

(Download Details)

 

9.Cleanliness

Ø265 nos. of Safaiwalas are deputed for cleaning 24 stations.

 

ØThe platform surface is provided with tiles / granite / kota stone for easy maintainability.

 

ØOn an average 30 Cameras installed at each station are being used, inter alia to monitor the availability of Safaiwalas and their performance.

 

ØRegular cleanliness drives are being conducted at Metro stations with supervision of officers and inspectors of different departments.

 

ØFor mechanized cleaning, Automatic Scrubber Drier machines and Manual Sweeping Machines (Flippers) have been provided at seven(7) stations

 

ØRakes are cleaned on daily basis during night time in the sheds.

 
          

 

 

 

10.Public Complaints/Grievances

 

Railway Administration would ordinarily reply to the complaint within 30 days, where detailed enquires are not required and within 60 days where detailed enquiries are warranted.  However, the time limit forredressalof complaints received through CPGRAMS is 60 days as fixed by Department of Public Complaints & Public Grievances (DOAR & PG).

Ø Avenues of Passenger Complaints

ØComplaint Register kept at station

ØOn line through CPGRAMS Centralized Public Grievance Redress and Monitoring System (CPGRAMS)

ØOn line through COMSSMS, Web Complaints and Suggestions (COMS)

ØThrough specified emails

 

Passenger can also lodge complaints on the followings gadgets:

 

FACEBOOK – facebook.com/metrorailkolkata

 

TWITTER – twitter.com/metrorailwaykol

 

Email ID – dycomcmml@mtp.railnet.gov.in

 

 

  

 

11.Commercial Contracts

(Various types of non-fare earnings are in vogue such as Hoardings, Glow Signs, Kiosks, ATMs, Shops, Mobile activities, Advertisement in trains and CCTV)

 

Sl. No.

Service

Time Limit

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

1

Identification/Finalization of sites

30 days

Deputy Chief Operations Manager/Commercial

dycomcmml@mtp.railnet.gov.in

2

Preparation and finalization of tender document

60 days

3

Floating of tender

30 days

4

Evaluation of offers

30 days

5

Issue of LOA/Award of contracts

20 days

  

 

 

12.Cooperation from Passengers

In order to provide service of highest standards to Passengers, Metro Railway seeks the co-operation of Rail Users

 

General

Dos

ØAllow outgoing to passengers get off before you board.

ØBe courteous. Please leave your seat for someone who needs it more than you.

ØPut trash in trash bins.

ØAllow senior citizens and riders with disabilities to use elevators first.

ØFollow official instructions at all times. Try to remain calm in emergencies.

ØStep carefully over the gap between the train door and the platform.

ØReport any unattended packages to a transit police officer, station manager or train operator.

ØHold small child's one hand at all times. On escalators, make sure your child's other hand is not touching the side panel.

ØAlways stand well behind the yellow line on the platform except when you have to entrain.

Don'ts

ØYou should not eat, drink, smoke, spit or litter in Metro vehicles or stations.

ØPlease do not try to block or force train doors open.

ØAvoid touching the train doors when they are opening or closing.

ØDon’t Lean against the train doors.

ØRefrain from running in the station.

ØYou are not allowed to sit on the station & platform for long time.

ØNever to go, walk on the track bed; the third rail carries 750 volts of electricity.

 

 

 

On Escalators do

 

ØStand to the right facing forward,

ØHold the handrail but don't lean on it,

ØKeep feet away from the sides,

ØMake sure you have no dangling clothing or loose shoelaces that could get caught,

ØUse the emergency button to stop escalator,

 

and do not

 

ØRide barefoot,

ØRun on the escalator,

ØRun down the up escalator or vice versa,

ØSit on the steps or the handrail.

 

 

 

  

Contacts

 

We can only deal with and address those problems or issues being presented to us and therefore we encourage you to share your comments in this direction. Our staffare here always to assist you. As your opinion matters, we will respond to you in due course. In more complex cases our response will consist of an acknowledgement with a commitment to provide final response within a specified timeframe. We acknowledge that customer feedback is essential to improve our services.

 

(Download Details Contact Nos.)

 

 




Source : Metro Railway Kolkata / Indian Railways Portal CMS Team Last Reviewed on: 08-03-2017  


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