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Citizen Charter

1.0 Refund in Divisional/ Chief Commercial Manager’s office:

      1.1 Goods Refund form 

2.0 Full Tariff rate (FTR) – Coach or Train booking:

3.0 Parcels: Where executive Parcel Office is provided:

4.0 Freight Service:


5.0 Policy Circular on Private Sidings: Freight Marketing Circular.

6.0 Guidelines for implementing "Station to Station" (STS) Rates.

7.0 Policy Guidelines for Concession in freight charges for Short Lead Traffic.

8.0 Long Term Traffic Contract (LTTC) with key customers using pre-determined price escalation principal.

9.0 Master circular on 'Gati Shakti Multi-modal Cargo Terminal (GCT)'

10.0 Liberalized Special Freight Train Operator (LSFTO) Scheme.

11.0 Automobile Freight Train Operator (AFTO) Scheme.

12.0 Freight Incentive Scheme for loading bagged consignment in open and flat wagons.

13.0 Freight Incentive Scheme for loading of Fly Ash/Bed Ash.

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 Railways to comply in delivery of services, keeping the citizen/customers' expectations.  All efforts will be made to deliver the services within the time limits specified in the citizen charter, except for special or unusual reasons and for the reasons beyond the control of Railway administration.

(3) For reporting other deficiencies in service provided by Railways through complaints as well as other suggestions, public may access webpage on the subject 'Public grievances' in  N. C. Railway website.


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. These time limits are not justiciable.

Source : North Central Railways / Indian Railways Portal CMS Team Last Reviewed : 05-10-2023  

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