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.