Catering and Vending Services PDF

1/27/25, 8:36 PM CHAPTER VII CHAPTER VII. CATERING AND VENDING SERVICES 701. Under Section 144 of the Railways Act, 1989 (...

1/27/25, 8:36 PM CHAPTER VII CHAPTER VII. CATERING AND VENDING SERVICES 701. Under Section 144 of the Railways Act, 1989 (24 of l989), except under and in accordance with the terms and conditions of a licence granted by a railway administration in this behalf, no person shall canvass for any custom or hawk or expose for sale any article whatsoever in any railway carriage or upon any part of a railway. 702. Restaurants, refreshment rooms, vending stalls, pantry and dining cars etc. are either run departmentally or worked through licencees. Where licences are given, the principles laid down in the following paragraphs should be observed. Applications 703. Catering/vending licences should be awarded by calling applications. Tender system for selection of licencees shall not be followed. Applications should be invited only from professional and reputed caterers through press advertisement. 704. Applications received in response to the advertisement shall be scrutinised by a Screening Committee consisting of 3 Officers of not less than JAG Grade in case of large/important units and not less than Senior Scale Officers in respect of other units. The Screening Committee shall shortlist the applicants keeping in mind following factors : (i) Reputation/business standing of the applicant; (ii) Turnover of the applicant's business, if any; (iii) Catering experience of the applicant; (iv) Financial standing of the applicant; (v) Size of the establishment and staff required for the unit; (vi) Location of the unit/units; and (vii) Any other factor considered relevant by the Screening Committee. Selection Committee 705. In case of large/important units there shall be a Zonal Selection Committee at the Headquarter level. A list of large/important units should be drawn up by the Railways and intimated to the Board. The Zonal Selection Committee for such large/important units shall consist of two principal HODs (one being the CCM) and Principal/Professor of recognised catering institute. A member of the ZRUCC could be co-opted where the ZRUCC is in existence. 706. In case of other units the Selection Committee should normally consist of JAG Officers. 707. The catering/vending licences shall be awarded based on the recommendations of the Selection Committee and with the approval of General Manager, in case of large/important units and CCM/DRM in case of other units. 708. The Selection Committee shall choose the most suitable among the shortlisted candidates based on the reputation, capability, experience and track record of the shortlisted parties. Preferences 709. There shall be no reservation or preference for any category in award of contracts and the basic criteria should be capability, reputation, experience and track record of the party to give requisite standard of food and service to the passengers. However, in case of small and roadside stations, preference will be given to Scheduled Caste/Scheduled Tribe candidates. Zonal Railways should make out a list of such stations and send a copy of the same to the https://indianrailways.gov.in/railwayboard/uploads/codesmanual/IRCTCD/TrafficCommericalDepartmentCh7_data.htm#701. 1/7 1/27/25, 8:36 PM CHAPTER VII Board. Licence Fee 710. Each successful licensee will be required to pay the licence fee to the Railway. Lumpsum licence fee shall be fixed in accordance with instructions issued by the Railway Board from time to time. Tenure of the Contract 711. The normal tenure of the contract shall be 5 years. Renewal 712. After expiry of 5 years, the licence can be further extended subject to the performance of the licencee being satisfactory during the previous agreemental period. The decision regarding renewal shall be taken based on the recommendations of the Screening Committee and shall consist of 3 SAG Officers, in case of large/important units and at least senior scale level for other units. Ceiling Limit 713. There shall be no ceiling limit of the holding of the units by a licencee. Number of Licencees 714. As far as possible only one licencee should be there for one station/train. Transfer of Licence in the event of the death of the licensee 715. In the event of the death of the licencee, the licence can be transferred in the name of the legal heir for the unexpired period of agreement. Tariff 716. Tariff of all the items to be sold by a licencee shall be approved by the Railway Administration. Prohibition of Sub-letting 717. Sub-letting of licences is totally prohibited. Railway Administration should be particularly strict in dealing with cases of sub-letting. Issue of passes to catering/vending licencees 718. (i) A limited number of card passes may be issued to the catering/vending licencees between the station/ stations where the licence is held on the one hand and other stations upto a maximum distance of 125 KMs. on either side for the bearers of the licencee to book orders in advance and also to travel with a train for collecting used utensils etc. (ii) No supervision pass or passes for other purposes, such as for bringing provisions or vegetables, should be issued. (iii) In respect of contractors of dining etc. cars :— (a) card passes may be issued but subject to number being strictly limited having due regard to the need. / The passes should not be available beyond the runs of the respective cars and may be available by all trains. (b) for staff serving in the dining cars/pantry cars etc., one second class card pass in favour of the set of staff may be issued. The total number of passes should be determined on the basis of actual number of the sets of staff employed at a time on the run on a particular service. These passes should be so endorsed that they are only available for travel with actual number of the sets of staff employed at a time on the respective pantry cars. https://indianrailways.gov.in/railwayboard/uploads/codesmanual/IRCTCD/TrafficCommericalDepartmentCh7_data.htm#701. 2/7 1/27/25, 8:36 PM CHAPTER VII (c) In addition, a limited number of separate card passes in second class may be issued to the licencees to enable them to send servants, cooks etc., by train in the event of casualties at out stations. (iv) As regards cheque passes, these may be issued at the discretion of the officers concerned, but the following general principles may be adhered to :— (a) The issue should be strictly for purposes, of railway work as distinct from the licencee's convenience; (b) the issue should be limited to the maximum extent possible; (c) it should be for occasional features of work and should not be to cover any regular features except occasional supervision; (d) the authority to issue such passes should be vested with one authority to be clearly prescribed in respect of each contract. Ban on the Sale of Certain Articles and Regulation of Sales generally 719. The following instructions must be observed :— (a) The sale of beef, ham and pork shall be totally prohibited. (b) The sale of alcoholic drinks shall be totally prohibited. (c) Austerity measures or other regulations concerning food as notified from time to time by the Central or State Governments shall be strictly complied with. (d) Utensils and service for vegetarian food must be kept entirely separate from those for non-vegetarian food. (e) At stations at which vegetarian refreshment rooms also function, the vegetarian dishes allowed to be sold in the non-vegetarian refreshment room should be restricted to the minimum and specifically decided by the Railway Administration and intimated to the licencee. (f) The number of vendors for train side vending given to the Refreshment Room licencees should be strictly limited and confined to the edibles normally prepared in the refreshment rooms. (g) The service of full regular meals for all classes of passengers at stations or in trains, apart from meals obtained from dining cars, is the legitimate business of vegetarian or non- vegetarian refreshment rooms or restaurants where such establishments exist. The vending licencee's business is to sell light refreshments and miscellaneous individual items of food, such as poories, bhajis, sweetmeats etc. A clear-cut distinction should be maintained in this respect and vending licencees should not be allowed to sell full regular meals where refreshment rooms or restaurants are provided. (h) The number of stalls, vendors, trolleys etc. should be kept at as low a figure as possible, at the same time ensuring that adequate service is given to the travelling public, the intention being that congestion at platform and in waiting halls and consequent inconvenience to the travelling public is avoided. (i) Although there is no ban on vendors hawking at night, it should be ensured that this causes the least disturbance to passengers. (j) Notices should be prominently exhibited at stalls and in restaurants/dining cars and restaurant/refreshment rooms, advising the public what the cooking medium used is, that is. pure ghee or vanaspati product or any other edible oil. Prohibition of Communal Denominations 720. The use of communal denominations either written or oral in the context of catering and vending services and establishments is not permitted. Signboards for refreshment rooms and stalls should indicate the name of the licencee. https://indianrailways.gov.in/railwayboard/uploads/codesmanual/IRCTCD/TrafficCommericalDepartmentCh7_data.htm#701. 3/7 1/27/25, 8:36 PM CHAPTER VII Fixation of Prices 721. The prices fixed by Railway Administrations for the various articles sold on railway premises need not necessarily be limited strictly to the prices prevailing in the locality, but they must not be unduly higher. In fixing prices, the nearest local body, i.e.. Municipality or District Board, may be consulted and a revision should be undertaken whenever there is a substantial variation in the prices of the commodities mainly used. Price Lists 722. Authorised price lists, duly signed, should be exhibited in all refreshment rooms, restaurants, stalls and on each vendor's trolly tray. Medical Examination 723. All catering/vending licencees who have to come into contact with their customers, and the staff employed by them, should be subjected to medical examination by railway doctors or recognised medical practioners before they are appointed and at least twice a year thereafter to ensure that they are free from contagious or infectious diseases. The medical certificate should be mounted on a neat folder and kept readily available for inspection on demand. Character Verification 724. The character of all staff employed by contractors should be verified through the local police. Dress Regulations 725. (a) Suitable uniforms with distinctive turbans, caps or waist bands must be worn by the staff of all refreshment rooms, restaurants and restaurant and dining cars, which must always be kept clean and tidy. The distinctive colours of turbans, caps or waist bands should be as follows :— Vegetarian Refreshment rooms...........................................................Red. Non-Vegetarian Refreshment Rooms....................................................Blue. Restaurants, Restaurant Cars.............................................................White. Indian Style Dining Car.....................................................................Yellow. Note.—Where turbans, caps and waist bands are not in use, Railway Administrations may prescribe other suitable distinctive marks in the prescribed colours. (b) Authorised vendors at stalls or on platforms must also wear suitable uniforms, as fixed by Railway Administrations. (c) All bearers and vendors should wear metal badges showing numbers and the name of the contractor. Supervision and Inspection 726. Supervision must be effective. Frequent and intensive inspections should be carried out to ensure that the service provided is of a high standard and the articles offered for sale are wholesome and of good quality and that a proper standard is maintained in regard to sanitation and cleanliness of the entire premises and of the personnel employed. Officers of all departments of the railway should be encouraged to make inspections and bring the shortcomings to the notice of the department dealing with catering and vending contracts. 727. The members of the National Railway Users' Consultative Council have been authorised to inspect the catering/vending arrangements at Stations and on train whether run departmentally or by contractors, including the kitchens and the quality of provisions used. 728. Surprise inspections should be encouraged. Complaints against Catering and Vending Services https://indianrailways.gov.in/railwayboard/uploads/codesmanual/IRCTCD/TrafficCommericalDepartmentCh7_data.htm#701. 4/7 1/27/25, 8:36 PM CHAPTER VII 729. Suitable instructions for the maintenance of complaint books by each catering and vending establishment and for regular inspection of such complaint books should be laid down. Non-production of complaint books on demand should be viewed seriously. A record of complaints and action taken on them should be maintained and scrutinised, to ensure that no aspect is neglected. Prompt and Vigorous Action to improve service 730. Cases of unsatisfactory service must be viewed seriously and adequate action taken promptly against the licencee responsible. When a licencee is given a final warning, it should also contain a notice that in the event of the desired improvement not being effected within a stipulated period, the licence would be terminated. 731. Specific provision should be made for imposition of fines on licencees. These fines should be sufficiently deterrent and may extend to Rs. 1,000 in any particular case. 732. In the event of termination/cancellation of the licence of a licencee for grave reasons on any one Railway, he should not be re-appointed anywhere on any other Railway. If any employee of a licencee are likewise dismissed for good and sufficient reasons, they should be debarred from appointment by any other licencee on any Railway. 733. Every licencee should execute an agreement with Railway in the standard form prescribed for the purpose. 734. The instructions in paragraph 719 regarding the ban on the sale of certain articles and regulation of sales generally; in para 720 regarding prohibition of communal denominations; in para 722 regarding price lists; in para 723 and 724 regarding medical examination and verification of the character of staff; in para 725 regarding dress regulations; in paras 726 and 728 regarding supervision and inspection and in para 729 regarding complaints against catering and vending services also apply in the case of departmental catering wherever functioning. 735. Wherever departmental catering is functioning, it should be run in such a way as not to cause any loss to the Administration. With a view to exercising a vigilant check on the activities in the Departmental catering set- up, the Railway Administration should furnish the Railway Board with quarterly statements, indicating details of earnings and expenditure in a proforma specially evolved and circulated to the Railways for this purpose. Along with the quarterly profit and loss statements, the railways should also furnish to the Board with a "Narrative Review", assessing the performance of the catering Department duly vetted by their F.A. & C.A.O. In addition, the Railways should also submit to the Board, quarterly Profit & Loss account pertaining to each static departmental unit having an annual turnover of Rs. 1,00,000 and over and similar accounts in respect of each departmentally run dining car service. 736. At stations where catering is done departmentally, the sale of all articles except fresh fruits, curios, miscellaneous articles such as toys etc. should be taken over under departmental management. B. Book Stalls Sale of Newspapers & Periodicals on Railway Platforms 737. The sale of books, newspapers, periodicals or other primed literature of any description is prohibited on platforms or the premises of any station without the previous sanction of the Railway Administration in writing. 738. Licences for bookstalls and for sale of books, periodicals etc. at railway stations should be awarded by inviting applications and not by calling tenders. Firms who are already in the book selling business should be given preference when giving https://indianrailways.gov.in/railwayboard/uploads/codesmanual/IRCTCD/TrafficCommericalDepartmentCh7_data.htm#701. 5/7 1/27/25, 8:36 PM CHAPTER VII out book-stall contracts, as they would be in a position to give better service than those who arc new to it. 739. The following conditions should be observed regarding the quality, sale prices, etc. of books, magazines. newspapers. etc. put up for sale at the railway bookstalls :— (i) Bookstall contractors should be required to ensure that on any day at every stall, books of the minimum value of six months turnover based on the sales for the last two years are on display for sale; (ii) Stalls should provide a reasonable variety of books and fair proportion should relate to subjects of general interest. (iii) The Railway Administrations should also take positive steps for adequate stocking and sale at railway bookstalls of tourist and publicity literature published by the Government, including that connected with the Five-Year Plan, indigenous literature including books and periodicals produced in India and Gandhian and Sarvodaya literature, with a view to promote the sale of good, healthy and character-building literature at railway bookstalls. The Railway Administrations should have a specific clause in their agreement with the bookstall contractors requiring the latter to stock and sell such books, periodicals and other literature as they may desire. (iv) The sale of obscene books and pictures and publications prohibited by (he Government should be strictly banned. (v) A strict check should be maintained to ensure that second-hand books are not sold at book stalls. (vi) The prices for books at railway bookstalls should not be higher than those charged by local book shops and the price should be marked on each copy. (vii) The conditions regarding the nature, variety and price of books mentioned above will also apply to periodicals. Licence Fee 740. (a) In case of bookstall contracts at small stations where sale is meagre and there is a difficulty in assessing the sales turnover, the licence fee be fixed at Rs. 750 per annum. Regarding unemployed graduates, their partnerships, associations etc. the fee will be Rs. 250 per annum in the first 3 years. (b) In case of other stations, the licence fee should be fixed by a Committee of three officers one of whom should be an Accounts Officer, not below the rank of senior scale. While fixing the licence fee. the Committee should keep in view all the relevant factors, which shall include : (i) No. of vendors, salesmen/workers allowed; (ii) Size and No. of stalls, structures etc.; (iii) Additional facilities like trolleys/counter tables etc. (iv) Location of the stall (s) at the stations; (v) Importance of the station from the point of view of passenger traffic and demand: (vi) Sale. (c) The Licence fee so determined should not be less than Rs. 750 per annum. (d) The licence fee should be determined at the time of allotment or renewal of the contract. In the case of new contracts, the amount of lump sum licence fee should be indicated in the advertisements. In the ease of renewals, the licence fee should be fixed three months before the date of renewal and advised to the contractor so that he can decide whether to continue https://indianrailways.gov.in/railwayboard/uploads/codesmanual/IRCTCD/TrafficCommericalDepartmentCh7_data.htm#701. 6/7 1/27/25, 8:36 PM CHAPTER VII the contract or not. (e) These instructions will not apply to M/s A. H. Wheeler & Co. and M/s Higginbothams, whose agreements are decided at the Ministry's level and who arc already paying royalty at the rate of 3% per annum on their sales turnover. 741. In the case of new licences or renewal of old contracts, care should be taken to see that there is no provision in the agreement which gives to the licencees exclusive rights of selling books, newspapers, etc. either over the entire railway or portions thereof. So far as individual stations are concerned, sole rights to sell books periodicals etc. may be conceded, but it should be subject to the right of the Railway Administration to permit the sale at the station, otherwise than through tae licencees, bookstall and their staff, of books, periodicals etc. published by non-profit making institutions philanthropic institutions, institutions established under the auspices of the Government and also of Government publications. The decision of the Government in regard to which establishments come under these categories will be final and will, not be open to dispute by the licencees. 742. The period of licences for a book stall should not exceed 5 years at a time. 743. The Railway Administration should arrange for proper inspection of the bookstalls to ensure that the rules regarding the sale of books, newspapers and periodicals are adhered to by the licencees. ******-------------************ https://indianrailways.gov.in/railwayboard/uploads/codesmanual/IRCTCD/TrafficCommericalDepartmentCh7_data.htm#701. 7/7