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Citizen Charter

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

	2. Land Licensing

	3. Allotment of Commercial Plots

	4. Way leave proposals:


	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:

	12. Time frame for attending complaints on Cleanliness::

	13. Cooperation from Passengers:

QUICK LINKS

5. Refunds in Divisional / CCM’s Office

Sl No
Service
Time Limit
Single window agency
(to be contacted)
5.1
Coaching Refunds (Download Coaching Refund form)
45 Days after submission of TDR and Claim
Sr Commercial Manager (Claims)scmclaims@ecor.railnet.gov.in
5.2
Goods Refund (Download Goods Refund form)
60 Days
Dy. Chief Claims Officer dyccobbs@ecor.railnet.gov.in
5.3
Claims for non-delivery of wagons (Download form)
90 Days
Dy. Chief Claims Officer dyccobbs@ecor.railnet.gov.in
5.4
Claims for non-delivery of Parcels (Download form)
60 Days
Dy. Chief Claims Officer dyccobbs@ecor.railnet.gov.in
5.5
Shortage/Damage leading to complaints/Open delivery etc.(Download form)
45 Days
Dy. Chief Claims Officer dyccobbs@ecor.railnet.gov.in

N.B: Above time limits are subject to submission of all requisite documents by the customer.

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

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