Shri Rajiv Chaudhry General Manager NR/NCR informed today that it’s a great achievements of Northern Railway’s Refund office has now been conferred with ISO 9001-2015 Certification for Quality Management Services.
Refund office is the first office in Commercial organization of Indian Railways, to get this prestigious certification, which demonstrates the commitment of Northern Railways towards its customer centric approach.
Northern Railway Claims Office has embarked upon a slew of process and system reforms in order to achieve its mission of expeditious settlement of the refund cases.
During the pandemic when there was a complete lockdown, Northern Railway faced an unprecedented challenge of ticket refund on account of cancellation of trains en-bloc. During this time, the system reforms had gone a long way and Northern Railway settled the refund cases even during the pandemic, while the staff worked from home.
Northern Railway Refund Office functions to grant refund of fare (E-Ticket & PRS Ticket) in accordance with the guidelines, instructions and policies issued by Ministry of Railways. The office is committed towards the Citizen Charter issued by Ministry of Railways as a declaration of commitment towards passengers delight.
Adoption of the IT enabled processes has led to major transformation in the working. The manual processes have now been done away with computerized paperless working. Processes of Refund Office have been standardized to make them more efficient ultimately resulting into increased customer satisfaction. The average disposal time in Refund Office has been reduced from 15-20 days to 3-4 days only. Passenger grievances are now being disposed-off within shortest possible time of 2-3 hours.