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Chapter 1 – Foundation
- 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 Distance
- Combined fare
Chapter 3 – Tickets
- 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
- General rules
- Types of concession
Chapter 5 – Reservation
- General Rules, Reservation from Train Departing station and Intermediate station, Reservation against Cancellation (RAC)
- Computerized 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 Tatkal
- Rajdhani Express, Duronto, Shatabdi Express, Garib Rath, Yuwa Train, Deen Dayalu Coaches, Suvidha Train, Antoday, Humsafar, Tejas, Uday Train.
- I-ticketing, E-Ticketing system, Flexi Fare, IVRS, TSBE, POET,
- NTES, ITES, Coach/ Special train reservation, CCRS, EDR,
- Forms and Registers, Returns in PRS, ROPD, Duties of ECRC
Chapter 6 – Refund of the Fare
Chapter 7 – Ticket checking and Irregular Travel
- 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
- 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
- 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
- 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,
- Rebooking, Diversion, LPO
Chapter 11 – Wharfage Charges
- 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
Chapter 13
- Important Sections of Railway Act 1989, Cognizable and Noncognizable sections
- Fire Fighting and First Aid
- Disaster Management, Golden Hour,
- Liabilities of Railway on Death and injury to Passengers , ExGratia payment
Chapter 14 – Military Traffic
- Military concession voucher forms.
- Military certificate forms
Chapter 15 – Traffic Accounts
- 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