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BUSUNESS RULES


Business Rule for all Lines of Metro Railway, Kolkata

1.0      RULES FOR SMART TOKEN

1.1    Token is meant for single journey. There is no provision for returnjourney token.

1.2      Token is captured at the exit gate on completion of journey.

1.3    Token is valid for the day of purchase for a particular zone of travel depending on     origin and destination. Once purchased across a booking counter, passenger must enter the paid area within 45 minutes from the time of purchase. Token becomes invalid if the passenger does not enter within 45 minutes.

1.4     A token holder is allowed to detrain short of his booked zone of travel without any   penalty. He is also permitted a proper exit at the destination station without having entry punched on the token.

1.5    Lost token is not replaced under any circumstances.

2.0     RULES FOR  SMART CARD

2.1     Smart Cards are sold at all Metro stations.

2.2   The first time user will have to purchase the smart card by paying ₹      150/200/300/500  & 1000 (inclusive of Security Deposit of ₹ 80/-) and later on get the pass value recharged for any amount of Rs.100/200/300/500 & 1000, up to maximum card balance of ₹ 5000/-. A 10% bonus on flat rate is given on issuing new smart card (minus SD) and further on recharging of smart card.

2.3    Validity of such card is one year from the date of purchase or date of “add value”. In case the smart card is topped up within validity period, the balance amount remaining on the card is carried forward. In case the validity of card has expired at the time of “topping up”, recharging can be done on the smart card; however, the previous balance is not carried forward but forfeited.

2.4   A passenger is allowed to enter through the entry gate only with a minimum balance  ₹ 25/- only.

2.5   In case a patron does not flash his smart card at the exit and makes an improper exit, the card is locked. The maximum chargeable ₹ 25/- is deducted from the card balance when the same is presented. The card is unlocked, when it is presented at the booking counter.

2.6   When a passenger tries to exit with a card without proper entry recorded in it, the passenger is not deemed to be travelling without ticket. Such a mismatch is penalized by deducting maximum chargeable ₹ 25/- from the smart card.

2.7    Lost card is not replaced under any circumstances.

3.      RULES FOR STUDENT SMART CARD

3.1    Student smart card is sold only at the booking counters of selected stations of all Line. This card is issued in favour of two (2) fixed stations.

3.2    Concession of 60% of the chargeable fare is granted to students attending School / Madrasas / Vocational Institutions up to classes academically equivalent to Class – XII. Any other discount on the basis of adds value is not applicable.

3.3   The first time user is to pay one time security deposit of ₹ 80/- for purchasing the student smart card and get the pass value loaded for 40 or 80 Rides.

3.4     Validity of student smart card is 30 days and 90 days according to value loaded for 40 rides and 80 rides respectively. When this card is recharged before the validity period the balance rides, if any, are carried forwarded. After the validity is over, the same card again can be recharged as per requirement but balance rides, if any, are not carried forward.

3.5    The rule of replacement of the student smart card is similar to 2.7.

3.6    When a student makes an improper exit without flashing his card on the gate, the card gets locked. One ride is deducted when the card is presented to the booking counter in the next visit and simultaneously the card gets unlocked.

3.7   When a student tries to exit with a card without proper entry recorded in it, the student is deemed to be travelling without ticket. He is liable to pay penalty of ₹ 250/- in addition to maximum fare in cash chargeable at that exit point.

3A.   Rules for Tourist Smart Card

3A1.  Type of tourist smart cards and details thereof are as under:

Types of Tourist Smart Card

Cost of Smart Card (₹)

Security Deposit (refundable) (₹)

No. of rides permitted

Tourist Smart Card-I

250.00

80.00

Unlimited rides for three days

Tourist Smart Card-II

550.00

80.00

Unlimited rides for five days

3A2.After the validity of the tourist card is over, the same can be recharged as per the convenience of the tourist.

4.     PENALTY STRUCTURE

        Patron has to pay penalty in cash.

4.1    The maximum permissible time limit between purchase of smart token and entry into paid area at the station is 45 minutes and between entry to exit is 120 minutes for both token and card (smart card and student smart card). 

4.2    In case patron is detected travelling without token /any type of card, a penaltyof ₹250/- plus the maximum fare chargeable at the station of detection is charged.

4.3   In case a token holder oversteps his zone of travel, he is required to pay a penalty of ₹250/- plus the difference of fare between the zone of actual travel and over stepped zone.

4.4   If a passenger losses his authority to travel in the paid area, he is not able to exit through the exit gates. He is considered travelling without ticket and penalty as per clause 4.2 is applicable.

4.5    A penalty of ₹ 250/- is levied on a defaulter who exits without depositing the token at the gate.

4.6   The holder of student smart card is subjected to same penalty as stated in 4.3 when the student oversteps his station of exit. In addition to penalty, one ride is also deducted from the total allowed in the student smart card.

4.7   When the card holder of the student smart card detrains short of his exit point, he is charged a penalty of ₹ 250/- in addition to deduction of one ride.

4.8    Penalty for nuisance activities affecting cleanliness of Railway premises is up to         ₹ 500/- and penalty for other nuisance activities is up to ₹ 250/-.

4.9    Whenever a passenger holding smart token or smart card or student smart card remains in the paid area for more than two hours, penalty of ₹ 10/- per hour, subject to a maximum of ₹ 50/- is collected. Whenever the passenger remains in the paid area for more than two hours for reasons beyond his control, no penalty is imposed on him.

4.10  Passenger holding a smart token or smart card or student smart card is allowed to exit from the paid area of the same station at which entry has been punched within 20 minutes from the entry time. In this situation token is collected at the gate and smart card is deducted with ₹ 25/- and one ride is deducted from the student smart card.

5.      REFUNDS :


5.1    Balance amount is refunded, in case of CST (Contactless Smart Token) and CSC

         (Contactless Smart Token), after rounding off to the immediate lower whole number.

5.2   CST (Contactless Smart Token) once purchased cannot be refunded under normal circumstances if the passenger has already entered the paid area.

5.2.1 Full refund is allowed at token issuing station within validity period (i.e. 45 minutes) to a token holder who has not entered the paid area.

5.3   For corrupted / unreadable CST (Contactless Smart Token), a new CST (Contactless Smart Token) is issued in replacement and the commuter is allowed to complete his journey.

5.4   For a partially used CST (Contactless Smart Token), no refund is granted in normal circumstances; the token is captured at the exit gate and the passenger is allowed to exit.

5.5   In case of unusual incidents (accidents, service disruption of 30 minutes or more), full refund is granted only at the CST issuing station on the day of occurrence to the token holder in station premises including both paid and unpaid area.

5.5.1 In face of unusual incidents of 30 minutes or more, a passenger having a partially used token is refunded 50% of the fare on the day of occurrence.

5.5.2.Eligible* passengers covered under 5.5 and 5.5.1 are also refunded 100% and 50% respectively on the next day of unusual incident.

5.6   Refund of Smart Card and Student Smart Card in different scenarios:

Card attributes

Conditions

Refund Scenario

Physical condition

Ok

Only Security Deposit is refunded

Electronic Readability

Ok

Readability of engraved ID

Clear

Validity

Expired

Card attributes

Conditions

Refund Scenario

Physical condition

Ok

Proportionate balance amount is refunded along with Security Deposit.

Electronic Readability

Ok

Readability of engraved ID

Clear

Validity

OK

Card attributes

Conditions

Refund Scenario

Physical condition

Ok

Proportionate balance amount is refunded along with Security Deposit.

Electronic Readability

Unreadable

Readability of engraved ID

Clear

Validity

Ok

Card attributes

Conditions

Refund Scenario

Physical condition

Ok

Only Security Deposit is refunded.

Electronic Readability

Unreadable

Readability of engraved ID

Clear

Validity

Expired

Card attributes

Conditions

Refund Scenario

Physical condition

Damaged

Proportionate balance amount is refunded without Security Deposit.

Electronic Readability

Ok

Readability of engraved ID

Clear

Validity

Ok

 

 

 

 

*Central Control decides the passengers eligible for getting refund keeping in view      

  the duration of disruption, affected station etc.

Card attributes

Conditions

Refund Scenario

Physical condition

Damaged

No refund.

Electronic Readability

Ok

Readability of engraved ID

Clear

Validity

Expired

5.7   No refund is permissible in case engraved ID on the card is NOT clearly readable.

5.8    There is no provision of refund of balance amount in tourist smart cards but SD (Security Deposit) is claimed on presentation of card after completion of validity. However Metro Railway administration reserves the right to consider few exceptional cases of refund of tourist smart card.

5.9     Smart card of any type is not permitted any refund in case of unusual incidents.

6.      Smart Card for MLAs against Rail Travel Coupons (RTC)

6.1     Rail Travel Coupons (RTC) is a numbered booklet containing coupons of various denominations in serial order issued to the MLAs / Ex.MLAs of West Bengal Government. Such booklets are to be used only by MLAs / Ex.MLAs whose name is specified on the coupon booklet. The booklet is valid for a period of 3 years from the date of its issue. These coupons are not transferable. If the concerned MLA does not undertake the journey himself / herself against the coupons issued to him / her, the CSC (Contactless Smart Card) / CST (Contactless Smart Token) for companion is not issued against coupons. Coupons are presented for the face value of the CSC (Contactless Smart Card) / CST (Contactless Smart Token) at the booking counter for purchase. If the coupons available in the booklet are not sufficient for journey, MLA / Ex.MLA is required to pay the balance amount in cash at full tariff rate. However, if coupons from two different booklets are presented in favour of the same MLA / Ex.MLA for issue of ticket, the same is accepted. If members are found travelling with coupons, and not valid tickets, they are considered travelling without ticket and the penalty is imposed as per rule. There is no refund on unused coupons. Any refund on token / card purchased through Rail Travel Coupons (RTC) is done as per the rules applicable for other similar tickets but the refund is made only to the State Government and not to the individual members.

Persons authorized to use RTC (Rail Travel Coupons)

Single journey CST (Contactless Smart Token)

CSC (Contactless Smart Card)

Recharge of CSC (Contactless Smart Card)

Special Conditions

MLAs of West Bengal Assembly

Permitted maximum two.

(MLA+  One Companion)

Permitted

Permitted

Refunds allowed as per rule 6.1

Ex-MLAs of West Bengal Assembly

Permitted, maximum two.

(Ex.MLA+ One Companion)

Not permitted

Not permitted

No refund allowed.

7.       Break Journey :

          No break journey is allowed in Metro Railway, Kolkata.

8.      Children below the age of 5 years are allowed free travel in Metro services.

9.   On line Recharge of Smart Cards - Procedure:



 10.       Business Rule of QR Code Paper Ticket for Green Line Metro Railway, Kolkata

1.0Rules for QR Code Paper Ticket:

1.1    QR code paper ticket to be issued from TOM (Ticket Office Machine) installed at the earmarked booking counter. Subsequently QR code paper ticket will be issued from Kiosks/Automatic Smart Card Recharge Machine/Ticket Vending Machine installed at various stations.

1.2Entry is permitted only at the QR code paper ticket issuing station.

1.3     QR code paper ticket is meant for single journey. There is no provision for                          return journey.

1.4     QR code paper ticket is scanned at the scanner of the entry and exit gate on commencing and completion of journey.

1.5     Once purchased, passenger must enter the paid area within 45 minutes from the time of purchase. QR code paper ticket becomes invalid if the passenger does not enter within 45 minutes in normal circumstances. However in special occasions such as Durga Puja, Christmas-Eve, Mega Sports etc. the time 45 minutes to be increased for a specific time (Valid even if the calendar day changes to next Calendar day).

1.6     Purchase of QR code paper ticket and entry into paid area at the station is 45 minutes and between entry to exit is 120 minutes.

1.7     A QR code paper ticket holder is allowed to detrain short of his booked zone of travel without any penalty. Passenger is also permitted a proper exit at the destination station without having entry scan at scanner at AFC&PC gate.

1.8     Lost QR code paper ticket will not be replaced under any circumstances.

1.9     Passenger holding a QR code paper ticket is allowed to exit from the paid area of the same station at which entry has been scanned by scanner within 20 minutes from the Entry time. In this situation QR code paper ticket is scanned at scanner at the AFC exit gate. However no refund will be given.

1.10 QR code paper ticket cancellation is not permitted under any circumstances except during service disruption of 30 minutes or more.

1.11 In case, a passenger damages the QR code printed on the ticket, the ticket may not get accepted at the Entry or Exit gate. The Station Control Room will reprint the QR code paper ticket in such cases. All such reprint attempts will be recorded in the system. Daily, Periodic and Monthly reports of such reprints will be available in the system. The Torn/mutilated Ticket will be collected from passengers by the operator before reprinting.

2.0PENALTY STRUCTURE:

2.1     In case passenger is detected travelling without QR code paper ticket, a penalty of    ₹ 250/- plus the maximum fare chargeable at the station of detection. The penalty of ₹ 250/- is subject to time to time revision by Railway Board.

2.2     In case a QR code paper ticket holder oversteps the zone of travel, passenger will have to pay penalty of Rs.250/- plus the difference of fare between the zone of actual travel and over stepped zone.

2.3     If a passenger losses QR code paper ticket during journey in the paid area, cannot exit through the AFC exit gates. Passenger is considered travelling without ticket and penalty as per clause 2.1 is applicable.

2.4     Whenever a passenger holding QR code paper ticket remains in the paid area for more than 2 (two) hours, penalty of Rs.10/- per hour, subject to a maximum of Rs.50/- is collected (The Penalty is charged manually as of now. The Penalty charged through system which will be intimated later). Whenever the passenger remains in the paid area for more than two hours for reasons beyond passenger’s control, no penalty will be imposed on the passenger.

2.5Penalty will be paid in cash or through credit/debit card.

3.0      REFUNDS:-The following refund rules are applicable for QR code paper ticket:

3.1     QR code paper ticket once purchased cannot be refunded under normal circumstances.

3.2     In case the QR code paper ticket is booked/accounted for but not printed or gets only partially printed or gets torn/mutilated during printing, the ticket issuing machine will allow reprinting of the said ticket and record data pertaining to all such reprints attempted. Daily, Periodic and Monthly reports of such reprints will be available in the system. The Torn/mutilated Ticket will retained with the operator.

3.3     For a partially used QR code ticket, no refund is allowed in normal circumstances. The QR code ticket is scanned at scanner of the AFC exit gate and the passenger is allowed to exit.

3.4     In case of unusual incidents (service disruption of 30 minutes or more), full refund is allowed only at the QR code paper ticket issuing station on the day of occurrence to the QR code paper ticket holder only in station premises including both paid and unpaid area.

3.4.1   In case of service disruption of 30 minutes or more, a passenger having a partially used QR code paper ticket is refunded 50% of the fare on the day of occurrence.

3.4.2   Refunds will be permitted for QR code paper ticket issued within the disruption period for the affected stations.

3.5     Central Control shall decide the eligibility of passengers to avail refund, keeping in view the following:  

3.5.1 The beginning of service disruption.

3.5.2 The end of service disruption.

3.5.3 The stations affected by service disruption.



* COMPOSITE TICKETS FOR INTERLINE TRAVEL BETWEEN DIFFERENT CORRIDORS SHALL BE                                    AVAILABLE FROM  BOOKING COUNTERS ONLY.

PAPER QR CODE TICKETS AND MOBILE QR CODE TICKETS ARE APPLICABLE FOR TRAVEL IN GREEN                    LINE (SALT LAKE SECTOR V - SEALDAH METRO AND ESPLANADE - HOWRAH MAIDAN) ONLY.





Source : Metro Railway Kolkata / Indian Railways Portal CMS Team Last Reviewed : 12-03-2024  


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