2. Customer can file TDR on line and can view the status on-line. 3. Web based System, so all carryout their part of process on-line

Transcription

1 Objective:- 1. To computerise the TDR Process 2. Customer can file TDR on line and can view the status on-line 3. Web based System, so all carryout their part of process on-line 4. Complete replication of Manual Process 5. Use of IT to reduce manual paper work and speedup the TDR process 6. Better quality of service to customer 7. Our contribution to e-governance process 8. Empower people with access to information 1

2 General Instruction:- What is TDR and who are eligible? The TDR means Ticket Deposit Receipt. In case of i-ticket, the TDR will be issued by the Railway Authority, while in E-ticket there is no TDR issued But the customer has to file their claim through online facility provided by IRCTC. The link is available in My Transaction File TDR for any of the following reason. The refund will be processed by concerned Zonal Railway as per extent Railway Rules. Once the refund will be received from concerned Zonal Railway the refunded amount will be credited back to customer account respectively. When can Customer file TDR :- In case of 1. Train Cancelled By Railways 2. Train running Late by More than Three hours 3. Difference of Fare in case proper coach not attached 4. AC Failure Original TTE certificate is required 5. Travelled without proper ID proof Original EFT is required 6. Wrongly charged by TTE Original EFT is required 7. Party partially travelled Claim (except Rajdhani/Shatabadi/Jan Shatabadi Exp) TTE Original certificate is required 8. Passenger Not travelled Ticket type in General NON ELIGIBILITY OF TDR:- 1. Other than Railway Fault 2. Confirmed Tatkal ticket if passenger Not travelled 3. If cases not received within 30 days from Date of Journey. 4. Partially travelled Claim (Short of booked destination) in Rajdhani/Shatabadi/Jan Shatabadi Exp. In Case of i-ticket online refund request is not permitted. 2

3 Instruction for customer for geting refund on i-tickets are:- Surrender the I-Ticket with the Station Master and obtain a Ticket Deposit Receipt (TDR). Send claim for refund to the following address attaching the original TDR to: General Manager (Operations), Indian Railway Catering & Tourism, Corporation Ltd., 2nd Floor, STC Building, 1, Tolstoy Marg, New Delhi IRCTC will process the refund claim with the Railway Administration and refund granted by the Railway shall be credited to customer s account accordingly. 3

4 The Current procedure for getting refund on eticket vis-à-vis earlier instruction E-Ticket Sl No Earlier Procedure Current Procedure (New Online TDR Application) 1 Refund claim letter received from Customer through or post/courier along with claim detail Customer himself can register the case through Online or if the customer not able to register online due to any technical problem, the case will be registered by IRCTC Corporate Office staff on receiving the from Customer 2 After verification by the IRCTC Corporate Office Staff the claim shall be forwarded to the concerned Zonal Railway or IRCTC Regional/Zonal Office for tdr refund process Claim can be reject or approved by IRCTC Corporate or Regional/ Zonal Office staffs as per extent Railway Rules Approved Claim cases shall be electronically transferred to the concerned Zonal Railways for further refund process 3 Claim manually registered by Concerned Zonal Railways The case can be register by concerned Zonal Railway through system 4 Claim will be distributed to concerned dealing Clerk Claim will be distributed to concerned dealing Clerk Manual Process 5 Verification of Chart and other required documents Verification of Chart and other required documents Manual Process (Will be automated after implementation of EDR) 6 Claim were being approved or repudiated by concerned Zonal Railway depend upon the eligibility Claim shall be approved or repudiated by concerned Zonal Railway depend upon the eligibility Manual Process 7 Put up the file to the concerned competent Authority for approval Put up the file to the concerned competent Authority for approval Manual Process 8 Pay order and refund statement were Pay order shall be prepared by concerned 4

5 being prepared by concerned Zonal Railway Zonal Railway - Manual Process 9 Update the Refund detail in refund Register Update refund detail and pay order detail in system 10 Refund Statement along with pay order handed over to concerned IRCTC Regional/Zonal Office To take the printout of refund statement from system along with Pay Order to be handed over to concerned IRCTC Regional/Zonal Office 11 After encashing, the refund amount will be deposited to the IRCTC Corporate Account After encashing, the refund amount will be deposited to the IRCTC Corporate Account Manual Process 12 Refund Statement has been forwarded to IRCTC Corporate Office for further disposal of cases Refund detail updated in system by IRCTC Regional/Zonal Office/Corporate Office accordingly 13 Refund detail updated by IRCTC Corporate Office System Process Generate Refund file from system by IRCTC, Corporate Office and also verified for any chargeback has been received System process If any chargeback has been received from Bank, the refund amount will be held with IRCTC till cases are withdrawn by customer from Bank. Refund file will be generated remaining cases by IRCTC Corporate Office 15 Refund Advice given to bank Refund Advice given to bank 16 Refund Conformation received from Bank Refund Conformation received from Bank 17 Update Refund file System Process Update Refund file System Process 18 Refund confirmation mail were being sent to customer accordingly Refund confirmation mail shall be sent to customer accordingly Customer also can view the status TDR History from their end. 5

6 The Current procedure for getting refund on i-ticket vis-à-vis earlier instruction I-Ticket Sl No Earlier Procedure Current Procedure (New Online TDR Application) 1 Refund claim letter received from customer through Post/Courier along with their request for claim and Original TDR (Ticket Deposit Receipt) Refund claim letter received from customer through Post/Courier along with their request for claim and Original TDR (Ticket Deposit Receipt) 2 Claim case were being registered by IRCTC Corporate Office system Process Claim case shall be registered by IRCTC Corporate Office system Process 3 Forwarding Letter along with customer claims and original TDR sent to concerned Zonal Railway,IRCTC Regional/ Zonal Office accordingly Forwarding Letter along with customer claims and original TDR shall be sent to concerned Zonal Railway, IRCTC Regional/ Zonal Office accordingly 4 Claim has been manually registered by Concerned Zonal Railways The case can be register by concerned Zonal Railway through system 5 Claim will be distributed to concerned dealing Clerk Claim will be distributed to concerned dealing Clerk Manual Process 6 Verification of Chart and other required documents Verification of Chart and other required documents Manual Process (Will be automated after implementation of EDR) 7 Claim were being approved or repudiated by concerned Zonal Railway depend upon the eligibility Claim shall be approved or repudiated by concerned Zonal Railway depend upon the eligibility Manual Process 8 Put up the file to the concerned competent Authority for approval Put up the file to the concerned competent Authority for approval Manual Process 6

7 9 Pay order and refund statement were being prepared by concerned Zonal Railway Pay order shall be prepared by concerned Zonal Railway - Manual Process 10 Update the Refund detail in refund Register Update refund detail and pay order detail in system 11 Refund Statement along with pay order handed over to concerned IRCTC Regional/Zonal Office To take the printout of refund statement from system along with Pay Order to hand over to concerned IRCTC Regional/Zonal Office 12 After encashing the refund amount were being deposited to the IRCTC Corporate Account After encashing the refund amount will be deposited to the IRCTC Corporate Account Manual Process 13 Refund Statement has been forwarded to IRCTC Corporate Office for further disposal of cases Refund detail updated in system by IRCTC Regional/Zonal Office/Corporate Office accordingly 14 Refund detail updated by IRCTC Corporate Office System Process Generate Refund file from system by IRCTC, Corporate Office and also verified if any chargeback has been received System process If any chargeback received from Bank the refund amount will be held with IRCTC till cases withdraw by customer from Bank. Refund file will be generated remaining cases by IRCTC Corporate Office 16 Refund Advice given to bank Refund Advice given to bank 17 Refund Conformation received from Bank Refund Conformation received from Bank 18 Update Refund file System Process Update Refund file System Process 19 Refund confirmation mail were being sent to customer accordingly Refund confirmation mail shall be sent to customer accordingly 7

8 NEW TDR APPLICATION :- For the convenience entire process has been divided in to five Modules. A. Module I (To be Used for Customer) :- Customer can use this module and file and view the status of their claim of TDR Refund. The link is available in My Transaction File TDR B. Module-II (To be Used for IRCTC Corporate Office Admin):- The Module divided in to four sub user type I. TDR Entry Admin :- User can use this module Enter E-ticket TDR Entry and to view the TDR /TDR Refund Status II. TDR Authorized Admin:- TDR Entry Admin + i-ticket TDR entry user can approved/repudiated the cases depend upon the eligibility. III. Administrator:- TDR Entry Admin + TDR Authorized Admin + User can modified Zonal Railway, Refund Entry (Once the confirmation received from IRCTC Zonal Office) IV. Super Admin:- TDR Entry Admin + TDR Authorized Admin + Administrator + Module III + Create New User, Reset Password, user deactivation C. Module III (To be Used for IRCTC Regional/Zonal Office):- 8 IRCTC/Regional/Zonal Office User can Approve/Repudiate the cases which are received from customer through Module-I. The approved cases will be forwarded to the concerned Railway (Module-IV), Pay

9 order/cheque received from Zonal Railway, Amount deposit to the IRCTC Corporate Account & for Updating Refund Entry this module can be used. D. Module IV(To be Used for Railways):- Railways User Can Register the cases after receiving from Module- II or Module-III),Cases Approve/Repudiate /Return Back to IRCTC depend upon the eligibility, Updating the refund amount for approved cases, Generate Refund Statement, Preparation of Pay Order, Pay Order along with Statement handed over to IRCTC/Zonal Office. Customer Care Module IV:- Customer care staff can view the TDR/ TDR Refund status and solve the customer s query regarding TDR Refund. 9