CITIZEN CHARTER

12. COOPERATION FROM PASSENGERS
In order to ensure good quality service to Passengers, Konkan Railway seeks the co-operation of Rail Users by:-
Sr. No.	Services
i.	Observing Clean and Hygienic behaviour at Railway stations and on trains, by proper use of facilities.
ii.	Dealing courteously with fellow passengers and railway staff with whom they come in contact.
iii.	Maintaining proper queues while waiting for purchase of tickets or at Enquiry counters etc.
iv.	Abstaining from smoking and drinking in railway premises areas where this is prohibited, as a courtesy to fellow passengers.
v.	Travelling light and booking heavy luggage in the brake van.
vi.	Using the Alarm Chain only for good and sufficient reason and assisting the Konkan Railway administration in apprehending persons who indulge in improper use of the alarm chain apparatus.
vii.	Refraining from carrying contraband, inflammable dangerous items in trains.
viii.	Not encouraging unauthorized persons, touts and other unscrupulous elements by purchasing tickets etc. from them and promptly reporting any such instances to the Railway Authorities.
ix.	Boarding reserved coaches only if a seat or berth has been allotted in the coach.
x.	Refraining from using toilets on board when the train is stationary.
xi.	Protecting Railway property from any misuse, damage or vandalism and reporting any such cases promptly to the Konkan Railway authorities.
xii.	Refraining from travelling on foot-board or roof top of train.
xiii.	People should not tress-pass on Railway Tracks.
xiv.	Helpline no.139 may also be used to inform regarding suspected objects / persons on trains / railway premises.
xv.	To expedite & streamline passenger grievance redressal system, Indian Railways have introduced Rail Madad Portal. Passengers can lodge their grievances through Rail Madad portal / mobile app. It is a one point solution for railway commuters. This application also enables passengers / commuters to check real-time feedback status of complaints.