With a view to provide support to old and
differently abled passengers requiring assistance at the stations, Ministry of
Railways has decided to introduce Yatri Mitras Sewa for enabling
passengers to book wheelchair services cum porter services. The salient
features of the Yatri Mitra Seva are as under:
1. Yatri
Mitra
A Yatri Mitra can either be a Sahayak or any other person
provided by IRCTC or the service provider appointed by IRCTC for this purpose.
2.
Services to be provided by Yatri Mitra
Yatri Mitra shall provide Wheel chair cum porter services
to differently abled, ailing and old persons.
3.
Provision of Yatri Mitra Sewa
·
The responsibility of providing Yatri
Mitra Sewa has been entrusted with IRCTC. IRCTC may provide this service ‘Free
of cost’ through some NGO, charitable trust, PSUs etc under CSR. However, if
this service can’t be provided ‘Free of Cost’ due to lack of response from
NGOs, Charitable trust, PSUs etc, IRCTC may arrange this service on payment basis
through a service provider or on its own.
·
IRCTC may also arrange these services
through existing Battery Operated Car (BOC) Operator, wherever, an agency is
providing the service.
4.
Booking of Yatri Mitra
The booking of Yatri Mitra can be done as under:
·
The Yatri Mitra service can be booked
on IRCTC e-ticketing website and 139 (IVRS and SMS) or through a mobile.
·
A Mobile Application developed by CRIS
would also be made available for booking of Yatri Mitra as and when it is
developed and released by CRIS.
·
A dedicated Mobile number for each
station, where this service is available, shall be made available by the
Service provider/IRCTC which would be displayed on IRCTC e-ticketing website
and zonal websites of Indian Railways to facilitate booking of Yatri Mitra.
·
Based on the station at which the
facility is booked by the passenger, the booking details (Train Name and
Number, date and time of arrival/departure, PNR number, Name of the passenger,
Coach and berth number) will be sent by SMS both to the passenger and service
provider/IRCTC along with the amount chargeable, if applicable, for the
service.
·
The mobile number of the Yatri Mitra
shall also be sent to the passenger through SMS before the expected time of the
arrival of the passenger so that the passenger can contact the Yatri Mitra.
·
The Mobile Application developed by
CRIS would have the facility for the service provider to update the status
after providing the service. The passenger would also have the option to give
feedback regarding compliance for his booking.
5.
Operation of Yatri Mitra Seva
The Yatri Mitra Sewa shall be operated on following lines
for arriving, transferring and departing passengers:
·
Arriving/Transferring Passengers
o
The IRCTC/service provider on receipt
of SMS will ensure that the Yatri Mitra is arranged/positioned at the platform
near the coach of the arriving passenger.
o
The mobile number of the Yatri Mitra
shall also be sent to the passenger through SMS in advance.
o
On arrival of the train, the Yatri
Mitra shall approach the passenger near his coach, greet him, show his mobile
message which will be similar as sent to the passenger himself. On instructions
of passenger, he will pick up his/her luggage and help him/her in sitting in
wheelchair and take him to desired exit gate or any other platform in case of
transfer passenger.
o
In case of late running of train, the
service provider shall contact the passenger on the mobile number given by the
passenger at the time of booking and arrange the service as per expected
arrival of the train at the station.
·
Departing Passengers
o
The IRCTC/service provider on receipt
of SMS will ensure that the Yatri Mitra is arranged/positioned at the nominated
entrance of the station building from where the passenger will be boarding the
train.
o
Yatri Mitra shall contact the passenger
on the mobile number given by the passenger at the time of booking and confirm
the expected time of arrival of the passenger and entrance gate of station.
o
On arrival of the passenger at entrance
gate of station, the Yatri Mitra shall approach the passenger, greet him, and
show his mobile message which will be similar as sent to the passenger himself.
On instructions of passenger, he will pick up his luggage and help him/her in
sitting in wheelchair and take him to the platform where train has to arrive.
6.
Storage/Parking of wheelchairs
The Railway shall provide space for storage/parking of
wheel chairs as per requirement of number of wheelchairs and charging point if
wheelchairs are battery operated. In case service is provided Free of cost,
electricity for charging battery of wheelchairs shall be provided free. In case
of paid service, the cost of electricity on consumption basis and connection
shall be charged to the service provider as per extant practice.
7.
Service Charges
The service charges, if applicable, shall be kept
reasonable and affordable keeping in mind the objective of providing services
to the needy.The service charges should be collected by the Service provider
directly from the passenger.
8.
IRCTC shall provide adequate number of wheelchairs at the station as per the
requirement to be decided in consultation with SrDCM/DCM of concerned division.
Preference should be given to battery operated wheelchairs.
9.
The Yatri Mitra appointed by service provider
shall be issued an ID card and permit to provide these services at the station
by SrDCM/DCM of the concerned Division.
10. The service will be
available at major stations.
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AKS/MKV/AK