GUWAHATI, April 23: Indian Railways recently launched the ‘Citizens’ Charter for Passenger Services’ as a part of its commitment towards making passenger services more efficient, effective, accountable, responsive, transparent and ethical to its customers. The Citizens’ Charter for Passenger Services defines the rights of rail passengers, a press release said.
Indian Railways runs nearly 21,000 trains, including 13,000 passenger trains, which carry more than 23 million passengers daily. Provision of passenger amenities and convenience in travel for such a huge customer interface is one of the most important objectives of Indian Railways, both in terms of business ethics as well as social obligation. As part of the charter endeavour will be made to deliver the following services to passenger:
# safe and dependable train services,
# courteous and customer friendly services,
# adequate level of passenger amenities in trains and stations,
# clean and environment friendly atmosphere in trains and railway stations,
# notify standards of various services wherever possible,
# responsive and effective grievance redressal machinery at various levels and
# requisite amenities to females, senior citizens and disabled passenger,
In matters of ticketing and its sale, endeavour will be made to provide user-friendly options to avail railway tickets for performing rail journey. Computerized reservation facilities to be provided at stations with a workload of 75 reservation related transactions. Alternative modes of payment like cash, credit/debit card, banking, e-wallets, Unified Payment Interface (UPI)/Bharat Interface for Money (BHIM) etc., will be provided to customers apart from providing adequate numbers of ticket windows / counters to ensure reduction in waiting time, the release added.