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Citizen Charter

Citizen Charter of East Coast Railway

12. Time frame for attending complaints on Cleanliness::

	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

	10. Reply of Public Complaints /Grievances

	11. Theft of Luggage:


	13. Cooperation from Passengers:

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12. Time frame for attending complaints on Cleanliness::

12.0 Time frame for attending complaints on Cleanliness::
Sl. No.
Category of Station
Time taken to attend complaint

Single Window Agency

12.1
A1 & A category stations

30-45 mins after receipt of complaint
Telephone helpline no.138 is provided for lodging complaints including complaints on cleanliness of stations & trains respectively. This single window will direct the complaint to the concerned department/ wing.
12.2(a)
OBHS trains
30 mins through clean my coach scheme
12.2(b)
Other trains
Will be attended at next major station

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

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