MEASURES FOR IMPROVING CUSTOMER
SERVICES ON RAILWAYS
Indian Railways have
taken several measures to improve user friendly services.
Accordingly, Commodity
Claims Cells have been set up in Zonal Railways to provide Single
Window Clearance in claims cases. Besides, the machinery to implement
the scheme for claims enquiry and tracing on end to end basis
has been toned up.
In addition, claims
works in Zonal Railways has been computerized to ensure expeditious
settlement of claims. Efforts are on to make the system transparent
through online linking to web to facilitate the claimant to monitor
claims cases from his own desk.
The Ministry of Railways
has issued instructions to Zonal Railways to accept notice of
claims at the goods shed at which goods are booked.
Not-Received Cells
in Zonal Railways are operating to ensure expeditious tracing
and connecting the consignments which could not reach the destination
with a reasonable transit time.
Added to these, full
powers have been delegated to General Managers of Zonal Railways
for settling time barred cases. Earlier, cases beyond Rs. 50,000
were approved by Railway Board.
Relevant rules and
procedures relating to compensation claims in respect of both
Accident and Loss or Damage of goods have been incorporated in
the Indian Railways website: <www.indianrailways.gov.in>.
It also contains format of different application forms which are
needed for filing compensation claims. This has been helpful in
keeping the system transparent and ensured least hassle to the
users or claimants.
