General Charter

PREAMBLE

This Charter is a commitment of the Indian Railway Administration to:

1.Provide safe and dependable train services

2.Set notified standards for various services wherever possible

3.Provide courteous and efficient counter services

4.Ensure adequate passenger amenities in train and at railway stations

5.Set up a responsive and effective grievance redressal machinery, at various levels for time bound resolution of complaints and grievances as far as possible.

BOOKING

1.Opening of ticket booking counters with specified working hours to facilitate issue of tickets to the public.

2.Opening of adequate number of counters to ensure reduced waiting time.

REFUNDS

1.Refunds would be made across the counter for valid and good condition Smart Cards. Such refunds can be obtained at all the booking counters of any station.

2.In case where refund is not permissible across the booking counter, Metro Railway Administration shall provide the passenger with a Smart Card Deposit Receipt. Refund as admissible in such cases will ordinarily be settled within seven days of the submission of the claim.

3.Smart tokens once purchased cannot be refunded under normal circumstances if the passenger has already entered the paid area.

4.Full refund is allowed at token issuing station within validity period, if not entered the paid area(Beyond validity period, part refund is also permissible).

LOST TOKENS AND DAMAGED/BROKEN SMART CARDS

1.No claim for refund is entertained by Metro Railway in case of lost tokens and damaged/broken smart cards.

 

CONCESSIONS

1.Concessions are given only to School students attending School / Madrasas / Vocational Institutions up to classes academically equivalent to Class – XII.

 

SPECIAL TRAINS

1.Information will be given in advance through media for special trains on special occasions like Durga Puja, X mas, examinations, cricket matches etc.

INFORMATION

1.Important information are available through CCTVs at all stations in addition to central control and station announcement. 

CLEANLINESS

1.Highest priority is attached to keep railway premises clean and hygienic for which adequate provision of House Keeping Assistants has been made.

PASSENGER AMENITIES

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

PUBLIC GRIEVANCES

1.Metro Railway Administration would ordinarily reply to the complainant within 30 days, where detailed enquiries are not required to be made and within 60 days, where detailed enquiries are warranted.

CO-OPERATION FROM PASSENGERS

1.Co-operation of general public is sought to maintain cleanliness, abstain from carrying inflammable items and refrain from spitting/littering at station premises

 

 

 

 

 

 

 

 

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.

 

 

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	5 Seconds
2.	Issue of Smart Card or its recharge	10 Seconds

 

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Phone Numbers of stations:

 

Station	Contact No.	Station	Contact No.	Station	Contact No.
Dakshineswar	8100102393	Baranagar	8100102392	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
East-West Corridor
Salt lake Sector V	23405611	Karunamoyee	23405612	Central Park	23405613
City Center	23405614	Bengal Chemical	23405615	Salt Lake Stadium	23405616
Phoolbagan	23405617

  

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.

 

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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

 

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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 09.00 hrs. to 22.45 hrs.

 

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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.

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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.

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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.

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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.

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Ø265 nos. of House Keeping Assistants 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  House Keeping Assistants 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.

 

 

 

 

Railway Administration would ordinarily reply to the complaint within 5 days, where detailed enquires are not required and within 10 days 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).

ØAvenues 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

 

ANDRIOD APP – https://goo.gl/bwvKLE

 

TWITTER – twitter.com/metrorailwaykol

 

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

 

(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

 

 

 

 

 

 

 

 

 

 

 

 

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:

Dos

 

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,

 

Don'ts

 

ØRide barefoot,

ØRun on the escalator,

ØRun down the up escalator or vice versa,

ØSit on the steps or the handrail.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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.

 

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