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Citizen Charter

Citizen Charter of East Coast Railway

10. Reply of Public Complaints /Grievances

	1. Opening of New Private Sidings/Private Freight Terminals:

	2. Land Licensing

	3. Allotment of Commercial Plots

	4. Way leave proposals:

	5. Refunds in Divisional / CCM’s Office

	6. Passenger Ticketing

	7. Full Tariff Rate (FTR) - Coach or Train booking

	8. Parcel Services

	9. Freight Services


	11. Theft of Luggage:

	12. Time frame for attending complaints on Cleanliness::

	13. Cooperation from Passengers:

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10. 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)

Source : East Coast Railway CMS Team Last Reviewed : 28-09-2016

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