COACHING THEORY COMMERCIAL DEPARTMENT, ZONAL RAILWAY TRAING INSTITUTE, BHUSAWAL. कोचंग सदांत ेीय रेल शण संथान, भुसावल. DISCLAIMER This reading material has been prepared for the guidance of trainees under going in the institute; hence it should not be looked as substitute of Tariffs, Manuals and Codes on Commercial subjects. This is not exhaustive, in case of any doubt; it is advised to refer concerned code, manuals and rulebooks. Principal Zonal Railway Training Institute, Bhusawal. Central Railway. 2 कोचंग सदांत ेीय रेल शण संथान, भुसावल. INDEX Chapter Description Page No. Chapter – 1 :- Foundation 6-26 Function of commercial department. Complaints Reasons & redressal Complaints and Suggestion book, various modes of complaint. Public relation - Objective functions and committees Duties of commercial department at accident site. Customer care and Customer satisfaction. Courtesy. Passenger Amenities, Citizen Charter Waiting Room., retiring Room, License Porter, wheel Chair, BOC, First- Aid, Bed Roll/E-Bed Roll, Theft in Train IRCTC, IRCA RTI -2005, CPA Vigilance Organization , Vigilance Angle Chapter – 2 Minimum fare, Rounding off the fare, Telescopic Fare, Inflated 27-30 distance, Combined fare Chapter – 3 Ticket 31 -61 Definitions Types of tickets Break Journey Rules Guard Certificate UTS, JTBS, ATVM, Co -TVM, STBA, YTSK, HHT, Mobile Ticketing Facilities given to lady passengers. Facilities given to foreign tourist Chapter - 4 Concession . 62 -72 General rules Type of concessions Chapter – 5 Reservation 73-98 General Rules, Reservation from Train Departing station and Intermediate station, Reservation against Cancellation (RAC), Computer Reservation System, Particulars printed on computerized ticket, Rules for change in reservation, Rules for change in reservation or railway privilege pass Group reservation, Tatkal seva, Premium Tat kal Rajdhani Express,Duronto, Shatabdi Express, GaribRath, Yuwa Train, Deen Dayalu Coaches, Suvidha Train, Antodya, Humsafar, Tejas, Uday Train. I-ticketing, E -Ticketing system, Flexi Fare, IVRS, TSBE, POET, NTES, ITES, Coach/ Special train reservation, CCRS, EDR, 3 कोचंग सदांत ेीय रेल शण संथान, भुसावल. Forms and Registers, Returns in PRS, ROPD, Duties of ECRC Chapter Description Page No. Chapter – 6 Refund on Fare 99 -111 Chapter – 7 Ticket charging and Irregular Travel. 11 2-125 Objectives of tickets checking, Types of checks, Important points considered while ticket checking Types of Nippers. Duties of ticket collector, Duties of Traveling Ticket Examiner Alarm Setting, Causes of Irregular Travel and its prevention Private cash, Disposal of collected tickets, TDR. Cash Remittance by TTE, Handling Over Memo , MP Travel detail, TCR, TC Return, Loss of EFR Irregular Travel, Excess Fare and Excess Charge Ticket checking stations, Types of Irregular travel. Chapter – 8 Passenger Luggage 126 - 132 General Rules, Free Allowance, Maximum Dimension of Luggage, Articles not accepted as luggage, Articles carried free. Booking of Bulky Articles, Booking of Television, Musical Instruments, Tricycle, invalid chairs, comfortable cot, etc. Booking of vehicles, Booking of livestock, Luggage summary. Un booked Luggage. Chapter – 9 Booking of Live Stock (Coaching Traffic) 133 -136 Booking of Dog, Booking of small birds / Animals. Booking of live Poultry, Booking of Chicks Booking of Sheep/Goats / Pig and Calves Chapter –10 Parcel 137 -154 Parcel scales. Maximum weights and dimension for acceptance and parcels. Booking of bulky Articles, Articles not accepted, Parcel Way Bill Procedure for parcel booking, Forwarding Note, Articles carried free, Mis declaration of Parcels. Booking of corpses, Human Skelton parts of Human body, Human Ashes. Booking of Motorcars. Booking of Treasure. Parcel summery. Loading/Unloading of Parcels. Carriage and dispatch of parcels. Punitive charges saved on over loading in coaching vehicles. Percentage charges on Excess value. Delivery of parcels, Memo delivery, Value payable system, Partial Delivery, open and Assessment Delivery Indemnity Bonds, 4 कोचंग सदांत ेीय रेल शण संथान, भुसावल. Rebooking, Diversion, LPO Chapter Description Page No. Chapter –11 Wharfage Charges. 155 -157 General Rules. Free time. Rules of whafage charges. List of stations covered under group A, B and C. Rates of Wharfage charges on Motorcycles and Scooter, Birds and Animals, Wharfage charges on delayed consignments. Chapter –12 Demurrage Charge 158 General Rules Free Time. Chapter- 13 Important Sections of Railway Act 1989 , Cognizable and Non - 159-169 cognizable sections Fire Fighting and First Aid Disaster Management, Golden Hour, Liabilities of Railway on Death and injury to Passengers , Ex - Gratia payment Chapter –14 Military Traffic 170 -17 1 Military concession voucher forms. Military certificate forms. Chapter –15 Traffic Accounts 172 -184 Ticket Indents, preparation and types. Daily Trains cash book Passenger classifications. Non -issue Ticket and its description.. Parcel cash book Station Balance sheets. Particulars / Description of coaching Traffic. Chapter –16 Abbreviation 185 -189 5 कोचंग सदांत ेीय रेल शण संथान, भुसावल. CHAPTER 1:- GENERAL FOUNDATION. ___________________________________________________________________________________________________________________________________ Functions of Commercial Department – 1. To issue reserved and unreserved tickets to passengers. 2. Booking, loading / unloading and delivery of Goods traffic. 3. Booking, loading / unloading and delivery of parcel and passenger luggage. 4. Booking, loading / unloading and delivery of livestock. 5. Checking of tickets at stations and in trains. Collection of Charges from without ticket and irregular Travellers. Charging of unbooked luggage. 6. Accountal of cash received from above mentioned activities and remittance to Chief Cashier through Station Master / Cash clerk. 7. Preparation and submission of Balance sheet at the end of the month and other statements time to time to the Accounts Office. 8. To provide facility of enquiry regarding reservation and running of trains. 9. Disposal of claims and taking measures to prevent claims. 10. Maintain public relations. 11. Disposal of public complaints. 12. To provide catering service and other passenger amenities and upgradation of provided amenities. 13. Commercial publicity – Publicity of services / amenities provided by Railways and earn through advertisements. 14. Marketing and Sales. 15. Traffic Survey. 16. To co-ordinate with other modes of transport. 17. To provide catering service, alternate transport services to passengers and payment of ex-gratia at accidental site. 18. To conduct meeting with railway users at Station, Divisional, Zonal and at the Railway Board level. 19. Opening of halt station, City Booking Office, City Booking Agencies, out agencies and Sidings. Appointment of contractors for sale of tickets at halt station. 20. Disposal of station outstanding. Public Complaints Definitions: - When there is any deficiency in services / amenities provided or any inconvenience passenger, then complaint is lodged. It means Complaint is an allegation against Railway administration. General Causes for Complaints - 1. Theft of passenger luggage in train. 2. Entry of unauthorized passengers in passenger coaches. 6 कोचंग सदांत ेीय रेल शण संथान, भुसावल. 3. Delay in running of trains. 4. Damage to booked luggage / parcels. 5. Improper cleanliness in trains and stations. 6. Dirty bed rolls in the trains. 7. Regarding settlement of claim. 8. Regarding corruption 9. Deficiency in catering service. 10. Discourteous/non cooperative /rude behaviour of commercial staff. 11. Inadequate facility of drinking water. 12. Improper functioning of electrical equipment’s. 13. Incorrect information and improper guidance provided to railway customers on enquiry. 14. Railway employees’ ignorance about rules. 15. Inadequacy in amenities provided to railway customers. 16. Accidents to passenger trains and improper disaster management in case of accidents. 17. Over charging from railway customers. 18. Not attending telephones in enquiry office. 19. Over carriage of parcels and luggage. 20. Gents travelling in ladies coach. Disposal of Complaints: 1. If a complaint is received about non-availability of water or non-functioning of lights/fans in coaches, to renderthe assistance to the passengers, concerned employee should be informed immediately and the problem should be resolved. 2. If gents are traveling in ladies coach, they should be requested to leave the coach; otherwise assistance of the security personnel should be taken. 3. If reserved accommodation could not be made available to passengers, they should be helped. 4. It is the duty of railway employee to work according to rules, so that complaints do not arise. 5. Employee should always be vigilant on duty. Modes of lodging Complaints 1. Complaint and Suggestions Book. - Every organization needs Complaint and Suggestions Book because the employees of an organization cannot find deficiencies of the organisation; hence the complaints or suggestions are always welcomed. 7 कोचंग सदांत ेीय रेल शण संथान, भुसावल. The complaint book is available at all the stations with Station Master, the guards and Conductors of all passenger trains, in refreshment rooms and in reservation offices. This is a numbered book with 3 foils of each number:- 1) Record; 2) Passenger; 3) Divisional office. The complaint should contain particulars of complainant like-name of Complainant, address, reason of complaint, signature etc. and it should be signed by Station