Indian Railways provides Divyangjans with various facilities to make their services more convenient and accessible for differently abled passengers

Indian Railways provides Divyangjans with various facilities to make their services more convenient and accessible for differently abled passengers

Ministry of Railways

Indian Railways offers various facilities for Divyangjans to make its services more convenient and accessible for differently-abled passengers

Specially designed coaches, concessional tickets and reservation quota are some of the facilities offered

Railway stations made more accessible by wheelchairs, battery operated vehicles and Yatri Mitra Sewa

03 DEC 2019

Encouraged by Accessible India Campaign launched in 2015 by the Hon’ble Prime Minister, Shri Narendra Modi, Indian Railways have been providing facilities/services to Persons with Disabilities (Divyangjan) so as to enable them a barrier free transportation across the Railway network. To make its services more convenient and accessible to differently-abled passengers (Divyangjans) at railway stations, Indian Railways offers the following facilities for the Divyangjans.

Also check: Facility for Disabled and Senior Citizens on Trains and at Railway Stations

•     Specially designed coaches known as SLRD coaches with wider entrance doors to allow a wheel chair to enter, wider aisles, modified toilet and with 4 berths, the lower two for persons with disability and upper berths for attendants have been attached in almost all Mail/ express trains except Rajdhani, Shatabdi, Jan shatabdi Express trains and Duranto Express trains.
•     Instructions have been issued that in all mail/ express trains, the SLRD coaches should be treated as unreserved coaches earmarked for exclusive use of persons with disability. In case of Garib Rath express trains which are fully reserved trains, these coaches are treated as reserved for booking by persons with disability (Divyangjans) travelling on the prescribed certificate on payment of full fare of 3 AC class of Garib Rath Express on first come first served basis.
•     Separate counters are earmarked at various Passenger Reservation System (PRS) centres for dealing with the reservation requisitions received from Persons with Disability and Senior Citizens, if the average demand per shift is not less than 120 tickets wherever feasible. ln case there is no justification for earmarking of an exclusive counter for any of these categories of persons including handicapped persons, one or two counters depending upon the total demand are earmarked for dealing with the reservation requests for all these categories of persons.
•     A reservation quota of four sleeper class berths and two berths in 3 AC has been earmarked in all trains running on non-suburban sections for persons with disability performing their journey on concessional ticket. The person accompanying the person with disability as escort is also allotted the berth out of this quota.
•     Instructions have also been issued that in the tickets issued through PRS, to extent feasible, one lower berth should be allotted to person with disability and the person accompanying the person with disability as escort should be allotted middle/upper berth near the person with disability subject to availability of accommodation.
•     After departure of train, if there are vacant lower berths available in the train and if any person with disability booked on the authority of concessional ticket, who has been allotted upper/middle berth, approaches for allotment of vacant lower berths, the Conductor/Train Ticket Examiner (TTE) has been authorized to allot the vacant lower berth to them after making necessary entries in the chart.
•     The facility to book concessional e-tickets online using the photo-identity card issued by Railways has also been introduced to facilitate persons with disability.

As per Railway rules, concession in fares is admissible to four categories of Persons with Disability. The names of these four categories, and the element concession admissible, are as under :-

To make accessibility better, the following facilities are being served currently at stations:-

•     Wheel chair on platforms: Around 7000 wheelchairs have been provided at more than 5400 railway stations. The wheelchairs are provided by Railways and are given to attendant of the Divyangjan absolutely ‘free of cost’ to escort them from and to the trains. However, when attendants are not willing or available, Sahayaks can be hired on nominal rates to escort the Divyangjans.
•     In addition a scheme of Yatri Mitra sewa is also available, wherein a sahayak provided by IRCTC assists the person with disability by providing wheel chair cum porter services at major stations. The Yatri Mitra seva service can be booked on IRCTC e-ticketing website and 139 (IVRS and SMS) or through a mobile.
•     Battery operated Vehicle (BOV) vehicles are available at some stations and Powers have further been delegated to Zonal Railways for provision of BOV free of charge for person with disability through CSR route/commercial publicity route and through chargeable route.
•     In addition to above, it has been decided to provide following short term facilities for persons with disability at stations (Comprehensive instructions for passenger amenities and user facilities at stations dated 09.04.2018):

1.     Provision of standard ramp with railing for barrier free entry.
2.     Earmarking of at least two parking lots for vehicle used by disabled persons.
3.     Provision of non-slippery walkway from parking lot to building.
4.     Provision of signage of appropriate visibility.
5.     Provision of at least one drinking water tap suitable for use by a disabled person.
6.     Provision of at least one toilet on the ground floor.
7.     “May I help you” booth.

•     In the long term the following facilities are being planned for persons with disability at Non-suburban Grade (NSG)1 to NSG 4 category stations:

1.     Provision of facility for inter-platform transfer.
2.     Engraving on edges of platforms.

An Executive Director level committee is also formed to frame guidelines regarding Accessibility standards over Indian Railways. ED /Station development is the convenor of the committee.

On the International Day of Persons with Disabilities, Indian Railways reaffirms its commitment to the cause of empowering of Divyangjans through the ‘Accessible India Campaign’.

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Guidelines on Air Travel on Government Expenses - Purchase of Tickets from Authorised Agent

Guidelines on Air Travel on Government Expenses - Purchase of Tickets from Authorised Agent: MHA OM

No.19011/01/2015-Fin.II(Pt.)
Government of India
Ministry of Home Affairs
North Block, New Delhi,

Dated November 03, 2017

OFFICE-MEMORANDUM

Sub: Guidelines on Air Travel on Government Expenses - Purchase of Tickets from Authorised Agent- reg.

The undersigned is directed to refer to GoI 14 below SR 48-8 wherein provision has been made that in all cases of air travel, where Govt. of India bears the cost of air passage, the officials have to travel only by Air India. Further, GoI 16 below the rule stipulates for purchase of air ticket directly from Airlines (Booking Counter or website of Airlines) or by utilizing the services of the authorised agents viz. M/s. Balmer Lawrie Co., M/s Ashoka Travels & Tours and IRCTC. Department of Expenditure, M/o. Finance time and again also stressed the need of travel only by Air India and purchase of air tickets from permissible source. Recent in this row is their OM No. 19024/22/2017E-IV dated 18th July, 2017 (copy enclosed for ready reference).

2. Despite this MHA is frequently in receipt of proposals for relaxation of above rules citing reason of ignorance/unawareness of these guidelines. Department of Expenditure has clarified to MHA that henceforth relaxation on account of ignorance/unawareness of the guidelines would not be considered by them in future.

3. It is, accordingly, stressed upon all the offices/Division under the ambit of Integrated Finance Division of MHA to scrupulously follow the guidelines relating to air travel.

Encl.: A/a.

(Kumar Manoj Kashyap)
Under Secretary & FA (Fin-II)

Source: www.mha.gov.in

New Catering Policy -2017 in Railways

New Catering Policy -2017 in Railways

To improve the standard of food being provided to passengers in trains, new Catering Policy has been issued on 27th February 2017 wherein inter-alia IRCTC has been mandated to carry out the unbundling by creating a distinction primarily between food preparation and food distribution. In order to upgrade quality of food preparation, IRCTC is to set up new kitchens and upgrade existing ones. The salient features of the new Catering Policy 2017 are as under :-

(i) IRCTC to manage catering service on all mobile units. Pantry car contracts awarded by zonal railway to be reassigned to IRCTC.

(ii) Meals for all mobile units to be picked up from the nominated kitchens owned, operated and managed by IRCTC.

(iii) IRCTC not to outrightly outsource or issue licenses for provision of catering services to private licensees. IRCTC to retain the ownership and be fully accountable for all the issues pertaining to setting up and operation of the Base Kitchens and quality of food.

(iv) IRCTC to engage service providers from hospitality industry for service of food in trains.

(v) All four Base Kitchens under departmental operation of Zonal Railways (Nagpur, Chhatrapati Shivaji Terminus (CSTM) , Mumbai Central (BCT) and Balharshah) and all kitchen units i.e. Refreshment Rooms at A1 and A category stations, Jan Ahaar, Cell Kitchens are to be handed over to IRCTC on 'as is where is basis'. IRCTC to set up its own Kitchens at additional stations, if required.

(vi) Kitchen structures/land/space to be handed over by zonal Railways to IRCTC, for a period of 10 years extendable for another period of 5 years, on a token license fee.

(vii) IRCTC to be responsible for management of Food Plaza, Food Courts, Fast food units within the ambit of this policy.

(viii) The setting up/ development / refurbishment of new or existing Base Kitchens/Kitchen units to be undertaken by IRCTC. These kitchens are to be owned, operated and managed by IRCTC.

(ix) IRCTC to develop different types of kitchens keeping in view supply of food and usage assessed.

(x) IRCTC to develop the Business model for the kitchens so that they can expand and enhance the service. IRCTC to prepare a detailed concession agreement for setting up/development of the kitchens.

(xi) Zonal railway to manage static unit (catering stall /milk stalls/ trolleys etc.) except base kitchens and kitchen units to be handed over to IRCTC .

(xii) For the purpose of allotment, a Refreshment Room (at B and below category stations) or a stall or a trolley to be deemed as one unit. As such, a single unit is to be awarded through a single license.

(xiii) Provision of perpetual renewal has been done away with. Now it has been envisaged that tenure of all static units (except kitchen units and Food Plaza) shall be 5 years only. Tenure of Food Plaza shall be for a period of 9 years.

(xiv) Allotments of General Minor Units at all category stations to be done through open, competitive, two- packet tendering system from the eligible bidders by divisions.

(xv) For the first time, it has been envisaged that allotment of Special Minor units (reserved category) at all category stations will be done by divisions through open tendering system within the similar reserved category. The technical eligibility criteria has been simplified.

This Press Release is based on the information given by the Minister of State for Railways Shri Rajen Gohain in a written reply to a question in Lok Sabha on 05.04.2017 (Wednesday).

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Insurance Scheme For Railway Passengers

Insurance Scheme For Railway Passengers

An Optional Travel Insurance Scheme on a pilot basis for one year has been launched w.e.f 01.09.2016 for the Railway passengers who book e-ticket through official website of Indian Railway Catering & Tourism Corporation (IRCTC) at the premium of Rs. 0.92 per passenger.

This insurance scheme provides financial support to the family/legal heir in case of death/injury of reserved passengers due to train accident/untoward incidents as defined under section 123 read with Sections 124 and 124A of the Railways Act, 1989, subject to the qualification that the coverage will be valid from the actual departure of train from the originating station to actual arrival of train at the destination station including 'process of entraining' and 'process of detraining' the train.
The Sums Insured to be given to passengers are as follows: (i) In case of Death- Rs. 10 lakh, (ii) Permanent Total Disability - Rs. 10 Lakh, (iii) Permanent Partial Disability upto- Rs. 7.5 Lakh, (iv) Hospitalization Expenses for Injury -Rs. 2 Lakh, (v) Transportation of mortal remains - Rs. 10 Thousand.

IRCTC which is a wholly owned undertaking of Ministry of Railways has entered into an agreement with three Insurance Companies through Limited Tender, namely (i) Shriram General Insurance Company Ltd., (ii) ICICI Lombard General Insurance Company Ltd., and (iii) Royal Sundaram General Insurance Co. Ltd.

(a) Ex-gratia is paid to the victims of train accidents and untoward incidents at the following scales:

	Train Accident (Sec.124)	Untoward Incident (Sec. 124- A)
In case of death	Rs. 50,000/-	Rs. 15000/-
In case of grievous injury	Rs. 25,000/- lump sum for hospitalisation upto 30 days. Rs. 300 per day at the end of every 10 day period or discharge, whichever is earlier.	Rs.5000/- lump sum for hospitalisation upto 30 days.Rs. 1000/- per week or part thereof the period for indoor treatment upto further six months of hospitalisation. Rs. 500/- per week or part thereof the period for indoor treatment upto further five months of hospitalisation.
	The maximum period for which ex-gratia is payable to the grievously injured passenger will be 12 months.
In case of simple injury	Rs 5000/-		Rs. 500/-

The insurance scheme is available on optional basis to passengers of all reserved classes (SL, 1AC, 2AC, 3AC etc.) of all trains except passenger trains and sub-urban trains for tickets booked online on the IRCTC websites.

This Press Release is based on the information given by the Minister of State for Railways Shri Rajen Gohain in a written reply to a question in Rajya Sabha on 09.12.2016 (Friday).

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Relaxation from payment of Service Charge in internet booking of Railway tickets through IRCTC

Relaxation from payment of Service Charge in internet booking of Railway tickets through IRCTC

Ministry of Railways has decided that in order to help passengers and incentivise the payment through credit/debit/cash cards instead of cash payment for booking of reserved tickets, Service Charge shall not be collected on booking of e-tickets/ i-tickets from 23rd November to 31st December, 2016.

Service Charge is Rs. 20 on sleeper/ 2nd Class and Rs. 40 on AC classes for booking through IRCTC.

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Revision in the procedure of cancellation and refund of value of Rs.10,000/- and above for the PRS counter tickets booked from 09.11.2016 to 11.11.2016

Revision in the procedure of cancellation and refund of value of Rs.10,000/- and above for the PRS counter tickets booked from 09.11.2016 to 11.11.2016

COMMERCIAL CIRCULAR No.561 of 2016

GOVERNMENT OF INDIA
MINISTRY OF RAILWAYS
RAILWAY BOARD

No. TC-II/2003/2016/refund

New Delhi, 10.1.2016

To Chief Commercial Managers
All zonal Railways
Managing Director/CRIS/Chankyapuri/New Delhi
Managing/Director/IRCTC/New Delhi

Sub: Revision in the procedure of cancellation and refund of value of Rs.10,000/- and above for the PRS counter tickets booked from 09.11.2016 to 11.11.2016.

Ministry of Railways desire that tie procedure for cancellation of tickets and refund of value of Rs.10,000/- and above for the PRS counter tickets booked from 09.11.2016 to 11.11.2016 shall be revised as under:-

(i) Cancellation of such tickets and refund of fare of value Rs.10,000/- and above shall NOT be allowed in cash or through green pay order or by any means involving cash across the counter. The payment shall be only through Cheque / ECS payment.

(ii) Such ticket may be refunded through filing of TDR only on surrendering of original ticket. TDR shall filed within the prescribed time limit for cancellation of ticket across the counter as per Refund Rule e.g. TDR shall be filed only upta half an hour before the scheduled departure of the train for RAC/WL tickets and for confirmed tickets upto 4 hours before the scheduled departure of the train, for which ticket has been issued etc.,

(iii) In such cases TDR and rerund of fare as per refund shall be allowed for waitlisted tickets also only through Cheque / ECS payment.

(iv) This shall be implemented with immediate effect.

This issues with concurrence of Finance (Commercial) and Accounts Directorates of Ministry of Railways.
CRIS may make necessary changes in the software.

Ensue action accordingly and confirm.

sd/-
(Vikram Singh)
Director Passenger Marketing
Railway Board

Authority: www.indianrailways.gov.in

Provision of Yatri Mitra Sewa for booking of wheelchair services cum porter services at Railway Stations

Provision of Yatri Mitra Sewa for booking of wheelchair services cum porter services at Railway Stations.

With a view to provide support to old and differently abled passengers requiring assistance at the stations, Ministry of Railways has decided to introduce Yatri Mitras Sewa for enabling passengers to book wheelchair services cum porter services. The salient features of the Yatri Mitra Seva are as under:

1. Yatri Mitra
A Yatri Mitra can either be a Sahayak or any other person provided by IRCTC or the service provider appointed by IRCTC for this purpose.

2. Services to be provided by Yatri Mitra
Yatri Mitra shall provide Wheel chair cum porter services to differently abled, ailing and old persons.

3. Provision of Yatri Mitra Sewa

• The responsibility of providing Yatri Mitra Sewa has been entrusted with IRCTC. IRCTC may provide this service ‘Free of cost’ through some NGO, charitable trust, PSUs etc under CSR. However, if this service can’t be provided ‘Free of Cost’ due to lack of response from NGOs, Charitable trust, PSUs etc, IRCTC may arrange this service on payment basis through a service provider or on its own.
• IRCTC may also arrange these services through existing Battery Operated Car (BOC) Operator, wherever, an agency is providing the service.

4. Booking of Yatri Mitra
The booking of Yatri Mitra can be done as under:

• The Yatri Mitra service can be booked on IRCTC e-ticketing website and 139 (IVRS and SMS) or through a mobile.
• A Mobile Application developed by CRIS would also be made available for booking of Yatri Mitra as and when it is developed and released by CRIS.
• A dedicated Mobile number for each station, where this service is available, shall be made available by the Service provider/IRCTC which would be displayed on IRCTC e-ticketing website and zonal websites of Indian Railways to facilitate booking of Yatri Mitra.
• Based on the station at which the facility is booked by the passenger, the booking details (Train Name and Number, date and time of arrival/departure, PNR number, Name of the passenger, Coach and berth number) will be sent by SMS both to the passenger and service provider/IRCTC along with the amount chargeable, if applicable, for the service.
• The mobile number of the Yatri Mitra shall also be sent to the passenger through SMS before the expected time of the arrival of the passenger so that the passenger can contact the Yatri Mitra.
• The Mobile Application developed by CRIS would have the facility for the service provider to update the status after providing the service. The passenger would also have the option to give feedback regarding compliance for his booking.

5. Operation of Yatri Mitra Seva
The Yatri Mitra Sewa shall be operated on following lines for arriving, transferring and departing passengers:

• Arriving/Transferring Passengers
  
  o The IRCTC/service provider on receipt of SMS will ensure that the Yatri Mitra is arranged/positioned at the platform near the coach of the arriving passenger.o The mobile number of the Yatri Mitra shall also be sent to the passenger through SMS in advance.
  
  o On arrival of the train, the Yatri Mitra shall approach the passenger near his coach, greet him, show his mobile message which will be similar as sent to the passenger himself. On instructions of passenger, he will pick up his/her luggage and help him/her in sitting in wheelchair and take him to desired exit gate or any other platform in case of transfer passenger.
  
  o In case of late running of train, the service provider shall contact the passenger on the mobile number given by the passenger at the time of booking and arrange the service as per expected arrival of the train at the station.
• Departing Passengers
  
  o The IRCTC/service provider on receipt of SMS will ensure that the Yatri Mitra is arranged/positioned at the nominated entrance of the station building from where the passenger will be boarding the train.
  o Yatri Mitra shall contact the passenger on the mobile number given by the passenger at the time of booking and confirm the expected time of arrival of the passenger and entrance gate of station.
  
  o On arrival of the passenger at entrance gate of station, the Yatri Mitra shall approach the passenger, greet him, and show his mobile message which will be similar as sent to the passenger himself. On instructions of passenger, he will pick up his luggage and help him/her in sitting in wheelchair and take him to the platform where train has to arrive.

6. Storage/Parking of wheelchairs
The Railway shall provide space for storage/parking of wheel chairs as per requirement of number of wheelchairs and charging point if wheelchairs are battery operated. In case service is provided Free of cost, electricity for charging battery of wheelchairs shall be provided free. In case of paid service, the cost of electricity on consumption basis and connection shall be charged to the service provider as per extant practice.

7. Service Charges
The service charges, if applicable, shall be kept reasonable and affordable keeping in mind the objective of providing services to the needy.The service charges should be collected by the Service provider directly from the passenger.

8. IRCTC shall provide adequate number of wheelchairs at the station as per the requirement to be decided in consultation with SrDCM/DCM of concerned division. Preference should be given to battery operated wheelchairs.

9. The Yatri Mitra appointed by service provider shall be issued an ID card and permit to provide these services at the station by SrDCM/DCM of the concerned Division.

10. The service will be available at major stations.

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