train ticket new agent policy

NEW POLICY FOR E-TICKETING SERVICE PROVIDERS

w.e.f. 22.11.2013

I.The E-Ticketing Service providers appointed by IRCTC will be referred to as Principal Service Providers (PSP) & Retail Service Providers (RSP).

II.Fees structure: Integration fee and Annual maintenance charges

1. Internet Café Scheme (PSPs)

The Integration fee & Annual Maintenance charges (AMC) will be slab wise as indicated below:

	Slab (Number of					Integ. Fee		AMC
	RSPs)
	250-500					Rs. 5 Lacs		Rs.1.25 Lacs
	501-1000					Rs.10Lacs		Rs. 2.5Lacs
	1001-1500					Rs.15Lacs		Rs.3.75 Lacs
	1501-2000					Rs.20Lacs		Rs.5 Lacs
	2001-2500					Rs.25Lacs		Rs.6.25 Lacs
	2501-3000					Rs.30Lacs		Rs.7.50 Lacs
	3001-3500					Rs.35Lacs		Rs.8.75Lacs
	3501-4000					Rs.40Lacs		Rs.10Lacs
	4001-4500					Rs.45Lacs		Rs.11.25Lacs
	4501-upto 5,000					Rs.50Lacs		Rs.12.50Lacs
	Other Instructions:
	S.No.		Instructions
	1.			No geographical restriction on RSPs.
	2			Maximum numbers of 5000 RSPs.
	3			Firms with less than 5,000 RSPs can add or replace RSPs within the limit of 5,000.
	4			Each replacement will be charged @ Rs.1000.
	2. B2B scheme Principal Service Provider :
	Integration fee:						Rs 50 Lakhs
	Annual maintenance charges will be as indicated below:

					AMC
S.No				Slab approved for RSPs		Annual	Maintenance
						Charges (AMC)
1.		 AMC charges are @		Up to 1000		Rs. 5 Lakhs
2.		Rs. 5 Lakhs per 1000		1001 to 2000		Rs. 10 Lakhs
3.		RSPs or part thereof.		2001 to 3000		Rs. 15 Lakhs
4.				3001 to 4000		Rs. 20 Lakhs
5.				4001 to 5000		Rs. 25 Lakhs
6.				5001 to 6000		Rs. 30 Lakhs
7.				6000 to 7000		Rs. 35 Lakhs
8.				7000 to 8000		Rs. 40 Lakhs
9.				8000 to 9000		Rs. 45 Lakhs
10.				9000 to 10000		Rs. 50 Lakhs
Other Recommendations w.r.t. B2B scheme:
S.No.
1.		No geographical restriction on RSP
2		Maximum numbers of 10,000 RSP
3		Firms with less than 10,000 RSP can add or replace RSP within the limit of 10,000
		Each replacement will be charged @ Rs.1000.
4		Existing PSPs which have paid only Rs. 20 lakh integration fee will be allowed
		additional RSP beyond 1000 and upto 10,000 on payment of non refundable
		difference of integration fee Rs.30 lakhs (Rs.50 lakh-Rs.20 lakh).
5		PSPs which are registered but did not renew after introduction of new Annual
		Maintenance charges w.e.f. 5.6.2012 and their services were suspended due to non-
		payment of renewal charges, can renew by paying AMC and intervening period
		will be treated as dies non. Such applications for restoration of service can be
		made within 3 months of approval of policy. Firms, whose agreement expired
		before 5-6-2012, will not be considered for renewal.
6		PSPs which are registered but did not renew after introduction of new renewal
		charges w.e.f. 5.6.2012 and their services were temporarily continued in view of
		ongoing review without payment of renewal charges, will be required to					deposit
		proportionate outstanding renewal charges @Rs.25 lakh per annum till revised
		policy comes into force..
7		Since, new slab structure for renewal is being introduced, it is essential to prevent
		sharing of IDs by PSP/RSP. Hence, Digital certificate and machine ID of RSP will
		be mandatory to be registered.
8		Proportionate AMC will be applicable @Rs.25 lakh per annum till revised policy
		comes into force. Thereafter, AMC at newly approved fee will be charged
	3. B2C scheme Principal Service Providers (PSPs)
	The Integration charges and Annual Maintenance Charges for B2C scheme Principal Service
	Providers (PSPs) for various Technology Platforms will be as under:

S.No.	Name		of	Tech.
	Platform					Integration		Annual Maintenance Charges
						Charges
i.	Bouquet		of	all	the	Rs.50	Lakhs	Rs.25 Lakhs per annum
	schemes mentioned					(Non		Payable half yearly in advance in 2 equal
	below (S.No.ii & iii					refundable)		instalments
	below)
ii.	Website		(Desktop)			Rs. 40 Lakhs		Rs.20 Lakhs per annum
	&	Small		screen		(Non
	Mobile		Browser			refundable)
	Website
	Technology
iii.	Mobile					Rs.20	Lakhs	Rs.10 Lakhs per annum		Payable half yearly in
	Applications					(Non		advance in 2 equal instalments
	Internet			Based		refundable)
	Solutions
iv.	Non		internet			Pilot Project for SMS/USSD/IVRS based ticket booking was
	based			Mobile		launched on 28.6.2013. The solution was meant to facilitate
	Application					ticket booking by using basic mobile handset so that common
	Technology/SMS/					man not having access to PC with Internet and					Smartphone
	IVRS/USSD)				One	can use E-ticketing facility. Railway Board had advised all
	time	usage			of	Zonal Railways to promote the scheme. Since the product has
	Internet				for	not become popular, hence:
	downloading						 Pilot extended up to 31.3.2014;
	application				to		 It has been noticed that sending SMS in given
	facilitate		sending
								syntax is difficult. Mobile Applications which
	SMS messages for
								help in framing syntax may be allowed. These
	booking		will		be
								will require	one time	Internet	usage for
	allowed.
								downloading the Application.
								New Firms	with similar solutions will be
								allowed to join
								Existing Integration Charges Rs. 20 lakhs
								refundable will be continued

Existing PSPs which have paid only Rs. 20 lakhs integration fee will be allowed additional platforms on payment of non refundable difference of integration fee as applicable.

PG charges

Service Providers’ allowed PG charges on RDS model @.75% upto Rs.2000/- and @1% above Rs.2000/-.

Printing of PG charges on ERS allowed for clarity to customer. III Eligibility criterion for becoming Principal Service Providers

S.NO. Scheme

1.			Internet Café			Internet Café chain.
						At least 250 centre
						Technical Infrastructure
						Balance Sheet and Income Tax Return of two years.
2.			B2B				Reputed proprietary firm/Company/Partnership firm
						 At least 500 outlets.
						 Balance Sheet and Income Tax Return of two years.
						 Rs. 5 crore turn over for previous year.
3.			B2C
	i		Bouquet of all the				Reputed proprietary firm/Company/Partnership firm
			schemes			 Balance Sheet and Income Tax Return of 2 years.
						 Rs. 5 crore turn over for previous year.
						 Experience in relevant field.
							Technical competent firm.
	ii		Website (Desktop) &				Reputed proprietary firm/Company/Partnership firm
			Small screen Mobile			 Balance Sheet and Income Tax Return of 2 years.
			Browser Website
						 Rs. 5 crore turn over for previous year.
			Technology
						 Experience in relevant field.
							Technical competent firm.
	iii		Mobile	Applications			Reputed proprietary firm/Company/Partnership firm
			Internet		Based		Balance Sheet and Income Tax Return of 2 years
			Solutions			 Experience in relevant field.
							Technical competent firm
	iv.		Non internet		based		In order to encourage new firms, reputed firms with technical
			Mobile	Application			solution will be allowed to join the scheme.
			Technology/SMS/
			IVRS/USSD)		One
			time usage of Internet
			for	downloading
			application		to
			facilitate sending SMS
			messages for booking
			will be allowed.
	IV	Review of Penalty structure:

For irregularities, if committed by PSPs/RSPs, following action will be taken as:

The existing Rules & Regulations and Penalty provisions with following modifications will be applicable :

As per clause 3.7 (B2B) and 4.5 (Internet café) agreement(s) which inter alia provides that ”the second party (PSP) shall be equally liable for all civil and criminal liabilities of their sub-agent(RSP). If at any stage the sub-agent(RSP) of the Second Party (PSP) indulges in any fraudulent activity like (but not restricted to) collection of excess charges, alteration of fares on the tickets, issue of duplicate ticket etc. Then the second Party (PSP) shall also be liable for such activity of their sub agents(RSPs) and IRCTC shall be free to take any action under civil and criminal law.” The said clause will be applicable if the mandates are not followed by the Principal agent (PSP) or sub-agent(RSP), and following punitive action will be taken by also invoking the clause 9 (B2B) and 10 (Internet café) of agreement(s):

i) Irregularities Committed by PSPs

S.No.	Nature						of	Rule
	Irregularities
Major Irregularities
1.	Software		Tampering :					1. Rs.25 lakh penalty and suspension for three months and
	Any activity restricted							2.	Cases involving cyber act violations will be reported to
	by	IRCTC					like		Cyber Crime Police as well as RPF.
	unauthorized
	branding,					Tatkal
	Robot	Facility,				saving
	booking form either at
	server	or		at		client
	machine		or allowing
	Tatkal	form				to	be
	opened					before
	stipulated Tatkal time
	or during			the		banned
	time period (8.00 AM
	to 12.00AM) , use of
	technology for gaining
	unfair	advantage					in
	Ticket				booking
	Technical			problems
	(making				changes
	without proper testing
	etc),
2.	Un-authorised access -							1. A penalty of Rs.20,000/- per complaint will be imposed
	Sharing			of		access			and
	credentials			to			web	2.	The RSP ID of	such	outlet will be permanently
	services, Unauthorized								deactivated and
	Sale of Agency, etc.,.							Cases involving cyber act violations will be reported to Cyber
								Crime Police as well as RPF
3.	Point	of	sale			fraud -		1.A penalty of Rs.20,000/- per complaint will be imposed and
	complaints						of	2.A penalty of double the amount of such overcharging/non-
	overcharging,					non-		payment will be imposed and
	payment			of		refunds		3.The RSP ID of such		outlet will be permanently deactivated
	like	TDR				refund		4.Case will also be referred to RPF if found indulge in touting
	claims, non-refund of							activity using personal ID.
	cancellation				amount,
	charging						of
	cancellation					charges
	etc.
4.	Non	compliance					of	1.A penalty of Rs.20,000/- per complaint will be imposed and

	Booking/cancellation						2.The RSP ID of such outlet will be permanently deactivated
	mandates		-For		other		3.Case will also be referred to RPF if found indulge in touting
	fraudulent			activities			activity using personal ID
	such as faking as a
	normal		user			and
	booking		on	website
	using	multiple			user
	IDs,	Manipulation				of
	ERS, sale of I tickets,
	Booking		of	benami
	tickets, ,Transfer					or
	resale	of		tickets,
	blocking
	accommodation giving
	fictitious			names,
	cancellation			of	ticket
	without the knowledge
	of customer, Non filing
	of TDR on request of
	Customer.
Minor Irregularities
1.	Non	compliance				of	A penalty of upto Rs.5,000/- per complaint and in the first
	other	mandates			-Any		instance RSP will be given a warning and in the second
	agent	outlet,		if	found		instance sub agent ID will be permanently deactivated
	without proper display
	of	sign			board
	indicating		the IRCTC
	instructions					viz
	Service			charges,
	Payment			gateway
	charges,			without
	registration			certificate
	being	displayed,			non
	issuance		of	money
	receipt etc.,

In the case “Address Mis-match” of the agent

	Any		advertisement in
	print		or		press media
	without							prior
	permission							from
	IRCTC				in		writing.
	Misuse				of		IRCTC
	LOGO			without				prior
	permission							from
	IRCTC
2..	If	any			of	the		RSPs	IRCTC will deactivate such Sub user ID permanently with
	found			not			booking		the consent of the Principal Agent
	tickets							(non-
	transacting						agents)
	for	six			months			after
	registration
3.	If	PAN			No		is	not	Such RSP agency will be disabled till such time the PAN No.
	provided					by		any	is provided to IRCTC.
	existing				PSP		or	RSP
	within			the		stipulated			Registration will not be processed.
	time.
	If	verified				details like
	address,				PAN			No.
	along with ID proof is
	not provided						by	New
	PSP or RSP
4.	Other provisions								If complaints are received and proved against 5 different RSPs
									of PSPs in 01 month then a showcause notice will be issued.
										If between 6-10 complaints are received and proved
									against different RSPs of a PSPs in 01 month then a PSP will
									be deactivated for 01 month.
										If between 11-15 complaints are received and proved
									against different RSPs of a PSP in 01 months then a PSP will
									be deactivated for 03 month. If two such incidences are
									reported, the PSP will be permanently deactivated.
										If more than 20 complaints are received and proved
									against different RSPs of a PSP in 01 month then the services
									of the PSP will be terminated for 06 months. If two such
									incidences are reported, the PSPs will be permanently
									deactivated.

However, i)the number of instances for imposing penalty will be counted based on date of occurrence of incidence as against date of reporting.

ii)The complaints arising out of bookings made through PSPs IDs will only be counted for penal action against PSPs

iii) The complaints arising out of bookings made through Personal IDs will be taken up through RPF under Railway Act for touting activity. Such complaints for tickets booked on personal ID will not be counted for the purpose of suspending PSPs on the criteria of number of complaints

ii) Irregularities Committed by RSPs

For irregularities committed by RSP, necessary action will be taken against respective PSP also in addition to whatever action (like deactivation of RSP as decided by competent authority) taken against RSP. However, in case of criminal activity of RSP, necessary action will be taken by IRCTC through RPF against RSP.

NOTE:

1.In all the above cases, once the irregularity is established, a show cause notice is issued giving 5 days time to reply. 3 days time is awarded for payment of penalty else services will be suspended till such time the penalty amount is deposited

2.If penalty imposed is not received within the stipulated period the same will be debited from RDS account of the PSP or if no RDS account is maintained the PSP will be disabled till such time the amount is received in IRCTC.

3.The above are general guidelines and the actions prescribed above are minimum. The competent

Authority can however, take appropriate higher action against the erring PSP/ RSP, if deemed necessary including termination in the first or any instance in line with the provisions of the Agreement.

4.Any other complaint received against RSP/PSP in violation of IRCTC/RAILWAY rules and regulations – action will be initiated as per the decision of the competent authority case by case.

Rules and Regulations:

1.Requisition forms from customers to be taken and stored in Electronic Form. The details will have to be provided to IRCTC as and when required.

2.Agreement will be valid for 3 years. AMC will be payable every year in advance.

3. To encourage PSPs to improve their performance, IRCTC may award annually to the best performing PSPs.

4.PSPs will have to conduct decoy checks on 1% of its RSPs every month. Penalty of Rs.5000/- multiplied by shortfall of decoy checks in a month will be imposed on PSPs.

5.IRCTC will also conduct decoy checks.

6.IRCTC technical team/External Agency nominated by IRCTC to inspect servers of the PSP to ensure compliance of administrative and technical issues. The expenses of such investigation/inspection including external agency charges to be borne by PSP.

7.For false TDR claim, permanent deactivation of RSP ID will be done.