Catering Policy 2017 Overview

A group of trains, typically consisting of 1 to 10 pairs (Pantry Car and Train Side Vending), with a minimum of one pair of M/exp trains (Mail/Express with Pantry Car) and a maximum of 50% of the cluster being M/exp trains.

Two separate agreements for a train service: Part A for base kitchen commissioning and Part B for commencing train services.

The initial establishment and setup of a base kitchen before train services begin.

The start of meals services on the train.

An increase in the scope of work (beyond the initial agreement) of up to 30%, allowed in exceptional cases.

At least two different service providers must be available for a specific train route.

If half of the trains in a cluster have their contracts terminated due to inadequate service, the entire contract is terminated for all trains in the cluster.

The minimum area required for a base kitchen facility, ensuring sufficient space for operations.

The capacity of a base kitchen, representing the maximum number of meals that can be prepared simultaneously.

The minimum annual turnover required for a company to be eligible to operate a base kitchen.

The minimum annual net worth required for a company to be eligible to operate a base kitchen.

The minimum number of employees required for a company to operate a base kitchen, categorized by different clusters.

The specific requirements for qualified personnel working in a base kitchen, depending on their role and experience.

The duration for which a company is permitted to operate a base kitchen.

Regular evaluations conducted by railway officials to ensure adherence to standards and regulations in base kitchen operations.

Formal agreements established between IRCTC and zonal railways to manage and oversee base kitchens operated by IRCTC.

The process of assigning the right to operate refreshment rooms, kiosks, and food trolleys at railway stations.

A type of unit at major stations (A1, A, B, C) for catering businesses, excluding specific types like base kitchens and Jan aahar.

The minimum fee a business pays for the right to operate a static unit, calculated as 12% of their annual sales turnover.

A factor that affects the minimum license fee for refreshment units, considering the size and importance of the station.

The fee paid by a business to operate a refreshment unit is increased by 10% every year after the contract expires.

The process by which an existing contract is officially ended.

The service provider can end the contract after 1 year, providing 6 months' notice.

IRCTC can terminate the license by providing 6 months' notice.

Zonal Railways manage refreshment rooms at smaller stations and other catering units like milk stalls.

Major units include refreshment rooms at large stations, food plazas, and mobile units like pantry cars.

These catering units are allocated by IRCTC, not through a bidding process.

Smaller catering units like stalls and trolleys at various stations are managed by individual divisions.

Minor catering units are divided into general and special units, based on their size and reservation status.

The contract period for most static units is 5 years, with no renewal.

Food plazas have a 9-year contract with a possible 3-year extension.

Catering services at railway stations managed by the Indian Railway Catering and Tourism Corporation (IRCTC). Covers base kitchens, refreshment rooms at A1 and A category stations, cell kitchens, Jan Aahar, food plazas, food courts, and fast food units.

Catering services at railway stations managed by the zonal railway. Covers all static catering units except those managed by IRCTC.

A comprehensive plan for catering units at railway stations, created in collaboration between the zonal railway, division, and IRCTC.

A modular stall, designed to replace old catering stalls at railway stations, offering improved hygiene and aesthetics.

A self-dispensing unit for vending items, operated without manual intervention (except for maintenance). Payments are made through coin/currency/card.

A system for awarding licenses to operate AVMs at railway stations, involving a two-packet e-tendering process.

A license to operate a stall selling milk and milk products at a railway station, awarded to agencies registered with the Food Safety and Standards Authority of India (FSSAI).

A system for awarding licenses to operate milk stalls at all categories of railway stations, involving an open e-tendering process.

Allotment of static catering units (excluding base kitchens, refreshment rooms, Jan Aahar, and cell kitchens) at railway stations.

A quota designated for specific categories of people, ensuring their access to various railway facilities. These categories include freedom fighters, war widows, widows of railway employees, physically challenged individuals, and displaced persons.

A complaint related to food quality, taste, presentation, service or staff behavior. Examples include cold food, bad taste, poor presentation, discourteous staff, or delays in service.

A complaint related to personal hygiene of the waiter, non-standard packing, utensil washing practices, serving non-vegetarian dishes to vegetarians, hair found in food, less quantity of food, denial of service, medical fitness issues of staff, or demanding extra money without ordering.

A serious complaint related to foreign objects in food, stale food, illness after consuming food, insects in food, abusive language, non-issuance of electronic bills, overcharging, selling unapproved items, selling products other than Rail Neer despite availability, or physical assault.

A severe complaint involving the presence of animals (like lizards, mice) in food or food poisoning, leading to immediate suspension of the service provider.

The penalty imposed for a Type I complaint, increasing with the number of complaints filed. The penalty ranges from 5 thousand rupees for the first instance to 25 thousand rupees for the fifth and subsequent instances.

The penalty imposed for a Type II complaint, ranging from 10 thousand rupees for the first instance to termination for the fifth and subsequent instances.

The penalty imposed for a Type III complaint, starting with 25 thousand rupees for the first instance and escalating to termination for the fifth and subsequent instances.

Static catering units (excluding the kitchen units and Food Plaza) are allocated through an open competitive two-packet tender system, conducted by the individual divisions.

IRCTC manages base kitchens, refreshment rooms at A1 and A category stations, cell kitchens, Jan Aahar, food plazas, food courts, and fast food units.

Zonal railways oversee all static units except those managed by IRCTC.

A plan for catering units at railway stations, made in collaboration between the zonal railway, division, and IRCTC.

These stalls are designed to replace old stalls, offering improved hygiene and aesthetics.

A self-dispensing unit for vending items. No manual intervention except for maintenance. Payments are made through coin/currency/card.

A system for awarding licenses to operate AVMs at railway stations, involving a two-packet e-tendering process.

A license to operate a stall selling milk and milk products at a railway station, awarded to agencies registered with the Food Safety and Standards Authority of India (FSSAI).

A system for awarding licenses to operate milk stalls at all categories of railway stations, involving an open e-tendering process.

Allotment of static catering units (excluding base kitchens, refreshment rooms, Jan Aahar, and cell kitchens) at railway stations.

This quota is designated for specific categories of people, ensuring their access to various railway facilities.

The right to operate a small catering unit like a stall or trolley at a station, awarded to a single licensee.

The duration of a contract for operating a refreshment unit, typically 5 years without renewal, but 9 years for food plazas with possible extension.

Factors like station size and importance, type of license, passenger numbers, and train schedule that influence the minimum license fee.

The method used to allocate major static units, employing an online bidding system.

A set of rules used to calculate the fee payable by a licensee for their catering services at a railway station, considering the type of unit and previous contract rates.

The maximum number of catering units of a specific type allowed to operate within a particular zone or division of the railway.

A major catering unit operated by either IRCTC or a licensed operator, offering affordable meals with a focus on affordability and quality.

The allocation of refreshment units, food plazas, and other catering services at railway stations, managed either by IRCTC or Zonal Railways.