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Customer Commitment Charter

Parcels: Where exclusive Parcel Office is provided

	Opening of new Private Sidings/Private Freight Terminals

	Land Licensing (connected with Railway Siding)

	Allotment of Commercial Plots

	Way Leave Proposals

	Refunds in Divisional / Chief Commercial Managers’ Office

	Passenger Ticketing

	Full Tariff Rate (FTR) - Coach or Train booking


	Freight Services

	Time frame for attending complaints on cleanliness.

	Reply to public Complaints/Grievances.

	Theft of Luggage.

	Cooperation from passengers.

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Parcels: Where exclusive Parcel Office is provided

8.0 Parcels: Where exclusive Parcel Office is provided:
Sl. No.
Service
Time limit
Single Window Agency
(to be contacted for progress/ non-compliance)
8.1
Booking time:
(after filling up forwarding note)
30 min. for generation of PWB/LT
excluding time taken for filling up the Forwarding Note
Divisional Commercial Control
8.2
Delivery of inward Parcel/Luggage
120 min.
Divisional Commercial Control
8.3
Loading time for outward clearance:
within 72 hrs. of booking
for daily trains
Divisional Commercial Control
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Source : West Central Railway CMS Team Last Reviewed on: 23-09-2016

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