CUSTOMER COMMITMENT CHARTER

METRO RAILWAY, KOLKATA

“India’s first Kolkata’s pride”

Contents

Welcome to Metro Railway 03

Metro Connectivity 04

The Metro promise 05

Safety and Security 06

Customer Service 08

Customer Feedback 08

Services 09

Performance 10

Ticketing 11

Fare 14

Penalties 15

Concessions 17

Refunds 18

Amenities 21

Cleanliness 23

Complaints 24

Welcome to Metro:

Our vision is

‘A Railway - Proud for Everyone, Everyday’ – Kolkata’s Lifeline

Welcome to the Metro experience “India’s first Kolkata’s pride” and thank you for taking the time to read our Customer Service Charter. This Charter explains in clear and simple terms what you can expect from us in relation to service and reliability and what we expect from you in return. Throughout the following pages we articulate our commitment to provide you with an unparalleled service that meets your travelling needs by delivering you to your destination safely, comfortably and on time. Kolkata is a major metropolis and as a result, mobility needs are also very high. Transforming the train system into a ‘Metro’ style operation in a highly populated city like Kolkata is essential to ensure quality services for present growth as well as future. We aim to achieve this with minimal disruption and will do all we can to make your travel experience as comfortable, fast, reliable and pollution free as possible. Since the maiden run, Metro Railway, Kolkata has given highest priority on customer satisfaction and renowned for its safety, efficiency, reliability and customer service and satisfaction. We understand the importance of reliability and of listening to what you, our customers, want from your Metro service.

How to Contact Us

We are available between 6.45 AM to 10.45 PM daily for any question you may have: Call: 033-2226-4817/2226-4227/2226-3959 Mail: [email protected] Website: http://www.mtp.indianrailways.gov.in Metro Connectivity

What you can expect from Metro Railway:

 Clean, comfortable, safe, punctual and pollution free journey

 Clear signage and increasing levels of real-time information updates

 Proactive plans and actions to ensure your safety. We will bring stations to life for everyone, everyday

 We actively encourage feedback, listen to customer views and act on them

 Regular sweeping and cleaning of stations and convenience facilities

 Reconfigured train carriages to make peak travel more comfortable

 We stand behind our promises.

What we expect from you:

 Pay your way – buy a Smart Card and touch on/touch off.

 Pay your way – buy a Smart Token touch on/drop in the slot

 Treat fellow customers, our employees, trains and station facilities with respect.

 Clean Metro premises

Safety and Security

Safety is our highest priority. The safety and security of our customers is paramount, therefore we do not cut corners – anywhere. In Metro Railway, this includes the safety of the trains, the personal safety of our customers and staff on trains, at stations. We recognise that safety, in all its forms, is a key issue for our customers. There is no consequential train accidents in Metro Railway during last three years. Global System for Mobile Communication-Railways (GSM-R) commissioned on entire Metro Railway including tunnel. It facilitates seamless communication for the Motorman with Central Control, Emergency Maintenance staff and with other Motorman in case of Emergency. It also provides facility of SOS and emergency call to the Motorman in case of exigency. Train Protection and Warning System (TPWS) commissioned on all AC and Non-AC rakes. It prevents Motorman over-speeding the train at permanent caution spots and prevents Signal Passing At Danger (SPAD), thereby improving safety in train operation. One fire extinguisher has been provided in all coaches. Moreover, entire section has been covered by fire fighting system. All Auto Signals in tunnel section have been upgraded to improve reliability and visibility. AFTC (Audio Frequency Track Circuit) has been commissioned in addition to MSDAC, providing dual detection system for track clearance, which has improved the reliability and availability of signaling system. In addition to above, Train Management System with real time simulation of train movement has been installed resulting in efficient train planning. Speaker button in all AC Rakes to contact with Motorman in case of emergency in running train.

All entry/exit gates and stations are manned by security personnel (RPF, MRP & KP) 661 cameras have been provided on platforms, entry/exit gates, tunnels, escalators, concourses and yards for round the clock surveillance. Cameras commissioned at all stations and connected with Security Control and Station Manager’s chamber for close monitoring of happenings in the entire Metro system to enhance security of passengers. Display of audio-visual clippings through INCODA TVs to create awareness amongst commuters regarding arrangements available to tackle emergent situations introduced. Dedicated women helpline service introduced to assist women in trouble during journey. Lady RPF squad has been provided for security of lady passengers

Customer Service

Metro customers will enjoy clean, comfortable, safe, punctual and pollution free journey – it’s that simple. Metro has 24 Stations (refer to network map on Page 4), with a total rote length of 27.280 KM. All Stations are staffed from the first to last train, seven days a week. Stations have staff on hand to assist customers with their travel requirements. Station staff are our interface with customers and they provide face-to-face customer service. They assist customers with ticket, validating machines and AFC&PC gates and provide information about services. Our staff also enhance safety and security at our stations and reinforce our safety messages.

Customer Feedback

We actively encourage feedback and provide opportunities to hear the views of our customers. We utilise many different mediums to make it easy for our customers to provide feedback on any aspect of our service or facilities. We actively seek the opinions of regular users, occasional users, event only and non-rail users. We are constantly evaluating, benchmarking and improving our system and service for everyone, everyday. We are committed to ensuring our train service is reliable and are working hard to not only meet our customer service and performance targets but to exceed them.

Services

On weekdays, Metro operates 300 services, which equates to around 78,000 services per year. We will also review our train schedules at regular intervals to ensure that they continue to meet your needs. In addition, we will look at new and innovative ways to improve our scheduling. In addition to above, special services for Sports, Exam, Puja etc. are also run.

 Travel Time : 54 Minutes  TIMING OF SERVICES (Dum Dum – Mahanayak Uttam Kumar)  WEEK DAYS (6.45 hrs. TO 21.55 hrs.) - 300 services  SATURDAYS (6.45 hrs. TO 21.55 hrs.) - 224 services  SUNDAYS (9.50 hrs. TO 21.55 hrs.) - 110 services  HOLIDAYS (6.45 hrs. TO 21.55 hrs.) - 174 services  TIMING OF SERVICES (Dum Dum – Kavi Subhash)  WEEK DAYS (6.45 hrs. TO 21.55 hrs.) - 253 services  SATURDAYS (6.45 hrs. TO 21.55 hrs.) - 224 services  SUNDAYS (9.50 hrs. TO 21.55 hrs.) - 110 services  HOLIDAYS (6.45 hrs. TO 21.55 hrs.) - 174 services  FREQUENCY OF SERVICES  WEEK DAYS : 5 minutes (Min.), 15 minutes (Max.)  SATURDAYS : 7 minutes (Min.), 15 minutes (Max.)  SUNDAYS : 10 minutes (Min.), 15 minutes (Max.)  HOLIDAYS : 15 minutes  SERVICE to NOAPARA  WEEK DAYS (6.45 hrs. TO 21.55 hrs.) - 98 services  SATURDAYS (6.45 hrs. TO 21.55 hrs.) - 74 services  SUNDAYS (9.50 hrs. TO 21.55 hrs.) - 52 services  HOLIDAYS (6.45 hrs. TO 21.55 hrs.) - 42 services

Performance

We are determined that Kolkata Metro will take its place as one of the world’s leading railways in Metro operation. Our proven operational systems and commitment to continuous improvement will make this goal a reality. Our all embracing approach to innovation also means we will continue to introduce new technology aimed at improving your travel experience. Metro understands what it takes to run a world-class train system and we make the following commitments to our customers: We will provide a reliable and punctual train service.

Opening of Sections – Section Date of Opening Esplanade to Netaji Bhavan 24.10.84 Dum Dum to Belgachia 12.11.84 Netaji Bhavan to Tollygunge 29.04.86 Dum Dum/ Belgachia - Shyambazar ( Up Line ) 13.08.94 Esplanade – Chandni Chawk ( Dn Line ) 02.10.94 Esplanade – Chandni Chawk ( Up Line ) 01.02.95 Chandni Chawk-Central ( only Double line Operation) 01.02.95 Shyambazar – Girish Park, Chandni Chawk - Central 19.02.95 Girish Park - Central ( Through connection without Mahatma 27.09.95 Gandhi Road station) FULL SERVICE ( Mahatma Gandhi Road station opened) 11.02.96 Mahanayak Uttam Kumar – Kavi Nazrul 23.08.2009 Kavi Nazrul – Kavi Subhash 08.10.2010 Dum Dum - Noapara 10.07.13

Train Running, Punctuality & Reliability – Year Trains run Punctuality Reliability 1998 - 99 37728 96.68% 82.26% 1999-2000 38455 97.47% 83.19% 2000-01 46060 99.16% 97.05% 2001-02 53801 98.81% 97.90% 2002-03 57281 99.27% 98.14% 2003-04 57488 99.18% 98.05% 2004-05 58217 99.29% 98.35% 2005-06 59891 99.26% 99.29% 2006-07 61581 99.17% 99.18% 2007-08 62318 99.64% 99.58% 2008-09 65438 99.65% 99.69% 2009-10 67677 99.21% 99.29% 2010-11 69699 98.42% 99.46% 2011-12 75126 99.45% 99.26% 2012-13 82720 99.58% 99.25% 2013-14 83874 99.66% 99.60% 2014-15 85513 99.85% 99.70% 2015-16 88394 99.84% 99.83%

We aim to exceed and continuously better the targets We will work with the State Government to introduce new network and services. We will continue to improve safety and security on trains and in stations. We will introduce brighter, more environmentally friendly lighting at stations We will continue to focus on cleanliness. We will maintain the highest level of safety standards in and around our network. Metro Railway operates under a strict Operational Performance Regime, which provides incentives and penalties related to the punctuality and reliability of our services. You can be confident that Metro has the experience to get you to your destination on time. Metro services are not parcel or goods oriented like open Railways. It is totally confined to suburban passenger traffic within Kolkata Metropolitan area. Growth of passenger traffic of Metro Railway - Year Passenger(in lakhs) % increase 1984 -1985 14.66 - 1985 - 1986 27.58 88.13 1986 -1987 98.41 256.82 1987-1988 157.84 60.39 1988 - 1989 169.57 7.43 1989 - 1990 197.51 16.48 1990 - 1991 226.17 14.51 1991 - 1992 241.44 6.75 1992 - 1993 154.57 -35.98 1993 - 1994 158.62 2.62 1994 - 1995 194.86 22.85 1995 - 1996 432.76 122.09 1996 - 1997 625.86 44.62 1997 - 1998 691.35 10.46 1998 - 1999 580.26 -16.07 1999 - 2000 557.83 -3.87 2000 - 2001 706.06 26.57 2001 - 2002 766.57 8.57 2002 - 2003 773.53 0.91 2003 - 2004 905.53 17.06 2004 - 2005 975.62 7.74 2005 - 2006 1078.73 10.57 2006 - 2007 1148.53 6.47 2007 - 2008 1206.22 5.02 2008 - 2009 1265.37 4.90 2009 - 2010 1369.74 8.25 2010 - 2011 1590.64 16.13 2011 - 2012 1674.48 5.27 2012 - 2013 1882.98 12.45 2013 - 2014 1948.37 3.47 2014 - 2015 1831.41 -6.00 2015-2016 1916.37 4.64 History of trains services of Metro Railway –

From To Total Train Duration 27.09.95 18.10.95 118 (07:20-21:20)Hrs 19.10.95 16.06.96 106 (07:20-21:20)Hrs 17.06.96 02.01.97 114 (07:20-21:20)Hrs 03.01.97 19.10.97 126 (07:20-21:20)Hrs 20.10.97 21.09.98 138 (07:00-21:20)Hrs 22.09.98 30.11.98 154 (07:00-21:20)Hrs 01.12.98 23.12.98 152 (07:00-21:20)Hrs 24.12.98 25.06.00 142 (07:00-21:20)Hrs 26.06.00 18.12.00 146 (07:00-21:45)Hrs 19.12.00 31.01.01 152 (07:00-21:45)Hrs 01.02.01 13.05.01 164 (07:00-21:45)Hrs 14.05.01 02.09.01 170 (07:00-21:45)Hrs 03.09.01 17.03.02 180 (07:00-21:45)Hrs 18.03.02 31.08.04 186 (07:00-21:45)Hrs 01.09.04 28.02.05 188 (07:00-21:45)Hrs 01.03.05 14.05.06 190 (07:00-21:45)Hrs 15.05.06 23.05.08 196 (07:00-21:45)Hrs 24.05.08 29.08.08 202 (07:00-21:45)Hrs 30.08.08 22.08.09 214 (07:00-21:45)Hrs 23.08.09 05.09.10 213 (07:00-21:45)Hrs 06.09.10 07.10.10 215 (07:00-21:45)Hrs 08.10.10 22.12.10 214 (07:00-21:45)Hrs 23.12.10 13.02.11 222 (07:00-21:45)Hrs 14.02.11 29.03.12 236 (07:00-21:45)Hrs 30.03.12 28.05.12 270 (07:00-21:45)Hrs 29.05.12 16.11.12 270 (07:00-21:45)Hrs 17.11.12 06.01.13 266 (07:00-21:45)Hrs 07.01.13 20.05.14 270 (07:00-21:45)Hrs 21.05.14 21.02.16 274 (06:45-21:55)Hrs 22.02.16 08.09.16 278 (06:45-21:55)Hrs 09.09.16 Till date 300 (06:45-21:55)Hrs

Ticketing

Smart Card is your key to Kolkata Metro and has been designed to make your travel easier. It is a durable, reusable smartcard with an embedded computer chip which automatically calculates and deducts the correct fare for your journey. Your smartcard is easy to use; you simply touch it on the AFC&PC gate as you pass through the ticket gates and again when you leave the system at the end of your journey with the correct fare being deducted from your card. Remember to touch on at the beginning and touch off at the end of every journey. Smart Cards are available at all Metro stations. In addition to above Smart Tokens are also available for journey.  SMART TOKEN  Token is meant for single journey. There is no provision for return journey token.  Token is captured at the exit gate on completion of journey.  Token is valid for the day of purchase for a particular zone of travel depending on origin and destination. Once purchased across a booking counter, passenger must enter the paid area within 45 minutes from the time of purchase. Token becomes invalid if the passenger does not enter within 45 minutes.  A token holder is allowed to detrain short of his booked zone of travel without any penalty. He is also permitted a proper exit at the destination station without having entry punched on the token. Lost token is not replaced under any circumstances.

 SMART CARD  Smart Cards are sold at all Kolkata Metro stations.  The first time user will have to purchase the smart card by paying Rs.100/200/300/500 & 1000 (inclusive of Security Deposit of Rs. 60/-) and later on get the pass value recharged for any amount of Rs.100/200/300/500 & 1000, up to maximum card balance of Rs.5000/-. A 10% bonus on flat rate is given on issuing new smart card (minus SD) and further on recharging of smart card.  Validity of such card is one year from the date of purchase or date of “add value”. In case the smart card is topped up within validity period, the balance amount remaining on the card is carried forward. In case the validity of card has expired at the time of “topping up”, recharging can be done on the smart card; however, the previous balance is not carried forward but forfeited.  A passenger is allowed to enter through the entry gate only with a minimum balance of Rs.25/-(the maximum chargeable fare).  In case a patron does not flash his smart card at the exit and makes an improper exit, the card is locked. The booking counter deducts the maximum chargeable fare Rs.25/- from the smart card when the same is presented in the next visit and the card is unlocked.  When a passenger tries to exit with a card without proper recorded entry in it, the passenger is not deemed to be travelling without ticket. Such a mismatch is penalized by deducting Rs.25/- from the smart card.  Lost card is not replaced under any circumstances

 STUDENT SMART CARD  Student smart card is sold only at the booking counters of selected stations of Kolkata Metro. This card is issued in favour of 2 fixed stations.  Concession of 60% of the chargeable fare is granted to students attending School / Madrasas / Vocational Institutions up to classes academically equivalent to Class – XII. Any other discount on the basis of add value is not applicable.  The first time user is to pay one time security deposit of Rs.60/- for purchasing the student smart card and get the pass value loaded for 40 or 80 Rides.  Validity of student smart card is 30 days and 90 days according to value loaded for 40 rides and 80 rides respectively. When this card is recharged before the validity period the balance rides, if any, are carried forwarded. After the validity is over, the same card again can be recharged as per requirement but balance rides, if any, are not carried forward.  The rule of replacement of the student smart card is same as general Smart Card.  When a student makes an improper exit without flashing his card on the gate, the card gets locked. One ride is deducted when the card is presented to the booking counter in the next visit and simultaneously the card gets unlocked.  When a student tries to exit with a card without proper entry recorded in it, the student is deemed to be travelling without ticket. He is liable to pay penalty of Rs.250/- in addition to maximum fare in cash chargeable at that exit point.

 TOURIST SMART CARD

Type of tourist smart cards and details thereof are as under:

Types of Tourist Cost of Smart Security Deposit No. of rides permitted Smart Card Card (Rs.) (refundable) (Rs.) Tourist Smart Card-I 250.00 60.00 Unlimited rides for one day Tourist Smart Card-II 550.00 60.00 Unlimited rides for three days  After the validity of the tourist card is over, the same can be recharged as per the convenience of the tourist.

Fares

I. Single Journey Token

Zone Distance Fare in Rs.

Zone-I Up to 5 KM 5

Zone-II >5 KM to 10 KM 10

Zone-III >10 KM to 15 KM 15

Zone-IV >15 KM to 20 KM 15

Zone-V >20 KM to 25 KM 20

Zone-VI >25 KM to 30 KM 25

II. Smart Card(Stored Value)

Recharge Value Gained Value (Rs.) Validity (Rs.) 100.00 110.00 365 days

200.00 220.00 365 days

300.00 330.00 365 days

500.00 550.00 365 days

1000.00 1100.00 365 days

III. Tourist Smart Card Type Cost (Rs.) Security Deposit (Rs.) Validity I 250.00 60.00 Unlimited rides for 1 day

II 550.00 60.00 Unlimited rides for 3 days

Penalties

 PENALTY STRUCTURE

Patron has to pay penalty in cash.

 The maximum permissible time limit between purchase of smart token and entry into paid area at the station is 45 minutes and between entry to exit is 120 minutes for both token and card (smart card and student smart card).  In case patron is detected travelling without token /any type of card, a penalty of Rs.250/- plus the maximum fare chargeable at the station of detection is charged.  In case a token holder oversteps his zone of travel, he is required to pay a penalty of Rs.250/- plus the difference of fare between the zone of actual travel and over stepped zone.  If a passenger loses his authority to travel in the paid area, he is not able to exit through the exit gates. He is considered travelling without ticket and penalty as per applicability.  A penalty of Rs.250/- is levied on a defaulter who exits without depositing the token at the gate.  The holder of student smart card is subjected to same penalty when the student oversteps his station of exit. In addition to penalty, one ride is also deducted from the total allowed in the student smart card.  When the card holder of the student smart card detrains short of his exit point, he is charged a penalty of Rs.250/- in addition to deduction of one ride.  Penalty for nuisance activities affecting cleanliness of Railway premises is upto Rs. 500/- and penalty for other nuisance activities is upto Rs.250/-.  Whenever a passenger holding smart token or smart card or student smart card remains in the paid area for more than two hours, penalty of Rs.10/- per hour, subject to a maximum of Rs.50/- is collected. Whenever the passenger remains in the paid area for more than two hours for reasons beyond his control, no penalty is imposed on him.  Passenger holding a smart token or smart card or student smart card is allowed to exit from the paid area of the same station at which entry has been punched. In this situation token is collected at the gate and smart card is deducted with Rs.25/- (maximum chargeable fare) and one ride is deducted from the student smart card.

Concessions

 Balance amount is refunded, in case of CST(Contactless Smart Token) and CSC(Contactless Smart Card), after rounding off to the immediate lower whole number.  CST once purchased cannot be refunded under normal circumstances if the passenger has already entered the paid area.  Full refund is allowed at token issuing station within validity period (i.e. 45 minutes) to a token holder who has not entered the paid area. Beyond validity period extending upto next day, a refund of Rs.5/- is allowed on presentation of token to the booking staff. From 3rd day onwards Rs.2/- (for tokens of Rs.5/- ) and Rs.5/- (for tokens of more than Rs.5/-) are refunded to the token holders wanting to return such tokens.  For corrupted / unreadable CST, a new CST is issued in replacement and the commuter is allowed to complete his journey.  For a partially used CST, no refund is granted in normal circumstances; the token is captured at the exit gate and the passenger is allowed to exit.  In case of unusual incidents (accidents, service disruption for more than 30 minutes), full refund is granted only at the CST issuing station on the day of occurrence to the token holder in station premises including both paid and unpaid area.  In face of unusual incidents exceeding 30 minutes, a passenger having a partially used token is refunded 50% of the fare on the day of occurrence.  Eligible* passengers covered under above two clauses are also refunded 100% and 50% respectively on the next day of unusual incident. From 3rd day onwards Rs.2/- (for tokens of Rs.5/-) and Rs.5/- (for tokens of more than Rs.5/-) are refunded to the token holders wanting to return such tokens. Refund

 Refund of Smart Card and Student Smart Card in different scenarios: Card attributes Conditions Refund Scenario Physical condition Ok Electronic Readability Ok Only Security Deposit is Readability of engraved ID Clear refunded. Validity Expired

Card attributes Conditions Refund Scenario Physical condition Ok Proportionate balance Electronic Readability Ok amount is refunded along Readability of engraved ID Clear with Security Deposit. Validity OK

Card attributes Conditions Refund Scenario Physical condition Ok Proportionate balance amount is Electronic Readability Unreadable refunded along with Security Readability of engraved ID Clear Deposit. Validity Ok

Card attributes Conditions Refund Scenario Physical condition Ok Electronic Readability Unreadable Only Security Deposit is Readability of engraved ID Clear refunded. Validity Expired

Card attributes Conditions Refund Scenario Physical condition Damaged Proportionate balance Electronic Readability Ok amount is refunded without Readability of engraved ID Clear Security Deposit. Validity Ok

 Central Control decides the passengers eligible for getting refund keeping in view the duration of disruption, affected station etc.

Card attributes Conditions Refund Scenario Physical condition Damaged Electronic Readability Ok No refund. Readability of engraved ID Clear Validity Expired

 No refund is permissible in case engraved ID on the card is NOT clearly readable.  There is no provision of refund of balance amount in tourist smart cards but SD is claimed on presentation of card after completion of validity. However Metro Railway administration reserves the right to consider few exceptional cases of refund of tourist smart card.  Smart card of any type is not permitted any refund in case of unusual incidents.

Smart Card for MLAs against Rail Travel Coupons (RTC)

 Rail Travel Coupons (RTC) is a numbered booklet containing coupons of various denominations in serial order issued to the MLAs / Ex. MLAs of West Bengal Government. Such booklets are to be used only by MLAs / Ex. MLAs whose name is specified on the coupon booklet. The booklet is valid for a period of 3 years from the date of its issue. These coupons are not transferable. If the concerned MLA does not undertake the journey himself / herself against the coupons issued to him / her, the CSC(Contactless Smart Card) / CST(Contactless Smart Token) for companion is not issued against coupons. Coupons are presented for the face value of the CSC / CST at the booking counter for purchase. If the coupons available in the booklet are not sufficient for journey, MLA / Ex.MLA is required to pay the balance amount in cash at full tariff rate. However, if coupons from two different booklets are presented in favour of the same MLA / Ex.MLA for issue of ticket, the same is accepted. If members are found travelling with coupons, and not valid tickets, they are considered travelling without ticket and the penalty is imposed as per rule. There is no refund on unused coupons. Any refund on token / card purchased through RTC is done as per the rules applicable for other similar tickets but the refund is made only to the State Government and not to the individual members.

Persons authorized to Single journey Recharge Special CSC use RTC CST of CSC Conditions Permitted Refunds MLAs of West Bengal maximum two. Permitted Permitted allowed as Assembly (MLA+ One per rule 6.1 Companion) Permitted, Ex-MLAs of West maximum two. Not Not No refund Bengal Assembly (Ex.MLA+ One permitted permitted allowed. Companion)

 Break Journey

 No break journey is allowed in Metro Railway, Kolkata.  Children below the age of 5 years are allowed free travel in Metro services.

Amenities

AmenitiesTYPE OF AMENITIES NUMBERS

AFC GATES 284 BOOKING COUNTERS(POST) 193 LIFTS (at 7 stations) 12 ESCALATORS 75 SEATING CHAIRS 867 TRAIN TIMING INDICATION BOARD 242 PA SYSTEM 24 KIOSKS 28 ATMs 23 CCTVs 661 WHEEL CHAIRS 13 WATER COOLER 51 CHEMIST STALL 01 WI - FI FACILITY All underground stations MOBILE CONNECTIVITY All underground stations

Cleanliness

 265 nos. of Safaiwalas are deputed for cleaning 24 stations.

 The platform surface is provided with tiles / granite / kota stone for easy maintainability.

 On an average 30 Cameras installed at each station are being used to monitor the availability of Safaiwalas and their performance.

 Regular cleanliness drives are being conducted at Metro stations, which are supervised by Officers and Supervisors of different departments

 For mechanized cleaning, Automatic Scrubber Drier machines and Manual Sweeping Machines (Flippers) have been provided at seven(7) stations

 Rakes are cleaned on daily basis during night in the shed.

Complaints

 Mechanism of Passenger Complaints  At stations on Complaint Register  On line through CPGRAMS  On line through COMS  Through specified emails

We can only deal with and address those problems or issues we know about, therefore we encourage you to share your comments about the system with us. Our customer service staff are here to assist you. As your opinion matters to us, if you make a formal complaint or provide formal feedback, we will respond to you within seven business days. In more complex cases our response will consist of an acknowledgement with a commitment to a complete response within a specified timeframe. Customer feedback is essential to improving our services. If you’re not satisfied with our response, please let us know and our concerned Officer will review it. If this review doesn’t meet your expectations, you can refer your concern to the higher authorities. You can also make comments on the followings accounts:

FACEBOOK – facebook.com/metrorailkolkata

TWITTER – twitter.com/metrorailwaykol

Email ID – [email protected] [email protected]

THANK YOU