I. Mandates for Registration

1. Retail Service Provider is registered with IRCTC by the Principal Service Provider and RSP Id is issued by IRCTC for booking of e-Tickets only.
2. Verification of Aadhar No. of RSP is mandatory at the time of registration of RSP for booking reserved rail e-tickets for customers.
3. PAN No. is also mandatory for registration of RSP.
4. Authentication of RSP is done for every login by sending OTP (One Time Password) to the registered Mobile Number of RSP.
5. Onus of responsibility lies on the PSP to prevent sharing of Ids by RSP.
6. RSPs are required to give the correct address, Unique Mobile No. and Unique e-mail id & PAN No. for registration with IRCTC.
7. Change of address should be intimated to IRCTC immediately along with the original certificate issued by PSP.
8. IRCTC’s rules & regulations are to be read properly & followed strictly. Ignorance of the same cannot be considered as a valid reason. The Principal Service Provider (PSP)/ RSP must be fully aware of the extant rules.
9. RSPs should verify the ids provided to them. If by mistake, id of another RSP is issued to them they should immediately inform their PSP.
10. RSPs should keep a sign board outside their agency in which IRCTC’s logo can be displayed. IRCTC’s logo (Soft copy) will be sent by e-mail on request by the PSP/RSP. Sign Board should include: display of rules & regulations, IRCTC service charges, agent services charges, payment gateway charges etc.
11. PSP should issue to all its RSPs a Certificate of Authorisation for booking rail e-tickets to the customer.
12. Certificate of Authorization issued by PSP should be prominently displayed at the RSP outlet/Agency/Counter/Centre.
13. PSPs/ RSPs should practice good business ethics.

II. Mandates for Booking

1. Tickets should be booked only when the customer approaches the RSP.
2. The RSP must ensure that the transaction (Booking or cancellation) is done with the complete knowledge and acceptance of the customer.
3. It is mandatory for all RSPs to maintain the written/ electronic requests of the customer and also keep a copy of the ID proof from the customers for both booking & cancellation of the tickets at the RSP outlet for a period of six months. These requests are to be preserved for a period of six months. The details of the customer should be provided to IRCTC as and when required. In the absence of written request and/or ID proof, a penalty of Rs. 5,000/- + Taxes per case will be imposed.
4. Mobile number of the customer or one of the passenger(s) while booking the ticket is mandatory. Mobile number of the passenger(s) must be indicated correctly on the ERS. RSP should ensure that mobile number of passenger has been correctly filled in. In case of violation of the same a penalty of Rs. 5,000/- + Taxes per case will be imposed.
5. The ERS issued by all the PSPs/ RSPs should be strictly in the formas prescribed by IRCTC. ERS issued by the PSP/ RSP should contain name and full address contact details of the same RSP who issued the ERS along with the name of the PSP.
6. RSPs must issue Invoice on their own stationary for the amount collected from the customers.
7. The Invoice should contain details like Railway Fare, IRCTC’s service charges, agent’s service charges, payment gateway charge. (The applicable Tax is included in the Agents Service Charges and the same should be shown separately in the Invoice).
8. Service charges of Agent are applicable only during booking transaction. There is no service charge to RSPs for cancellation transactions.

III. Mandates for Cancellation/Refund of Tickets

1. RSP should cancel the ticket, only on request of the customer.
2. When the RSP cancels a customer’s ticket on his request, an OTP SMS will be sent to the passenger mobile No. The passenger will share the OTP with the RSP and the RSP will then refund the cancellation amount to the customer.
3. When RSP cancels the ticket, refund will be processed and the cancellation amount will be credited to the same account through which the ticket was booked, based on correct OTP inputs.
4. The cancellation refund amount will not be processed for those cancelled tickets which were booked/cancelled by RSPs, if correct OTP/OTP is not received.

IV. Mandates for Filing TDR/Refund

1. It is mandatory for the RSPs to obtain a written request from the customers before TDR cases are filed with the Railways.
2. In the absence of written request/soft copy of the customer for filing TDR Claim, a penalty of Rs. 5000/- + Taxes per case will be imposed.
3. If cash cards are used, it is pertinent to retain the exhausted cards for refunds, if any.
4. RSP must refund the money as per cancellation rules to the customer immediately in all cases.
5. In case of refund of e-tickets which could not be cancelled on website and TDR has been filled, the agent must inform the customer about the TDR refund process, take contact details & remit the refund to the customer as and when it is credited in the RSP’s account.
6. TDR refund status can be checked by PSP/RSP from online Web interface provided to PSP. In case of any issue on TDR Status, PSP mail to tdrprocess@irctc.co.in for checking the TDR refund status.
7. The PSP should refund the TDR claim amount to the RSP within 3 working days after the same is received from IRCTC.
8. The RSP should refund the TDR claim amount to the customer within 5 working days after the same is received from its PSP.
9. Whenever the TDR refund amount which is credited back in the agent’s account used for ticket booking could not be refunded to the customer due to various reasons, the refund amount must be returned back to IRCTC after 5 working days. PSP should set a mechanism for this purpose.
10. If the TDR Claim amount is not refunded to the customer within the prescribed time limit and the same is not returned to IRCTC, it will be treated as non refund to customer and penalty shall be imposed as per the provisions mentioned hereunder.
11. Along with the refund, the refund details must be provided to the customer during cancellation.

V. Mandates for the PSP

1. PSP should register their Outlets/Centres/counters/Agency who have basic minimum Infrastructure like Internet connection and own office with sufficient space for the customers to visit and book Reserved Rail E-tickets.
2. PSP should ensure proper credential verification before appointing RSP and keep a record of these documents and should be able to provide them to IRCTC as and when required. KYC of the RSP is the responsibility of the PSP.
3. It will be obligatory on the part of the PSP to control the activities of their RSP. The PSP will be equally liable for all civil and criminal liabilities of their RSP.
4. PSPs with or without web services should keep a close watch on the conduct of their RSPs & in case of receipt of complaint against any RSP by the customers then the agent ID should be suspended immediately, under intimation to IRCTC.
5. PSP must monitor each RSPs activity. PSPs will have to conduct decoy checks as indicated in the Policy against each slab every month. Penalty of Rs.5000/- multiplied by number of shortfall of decoy checks in a month will be imposed on PSPs.
6. PSP must make changes in front end software on the portal for a provision to store mobile number of any one of the desiring passenger(s) travelling on e-ticket and strictly ensure that while filling of requisition slip for booking e-ticket, RSPs obtain and feed the mobile number of passenger for sending SMS alerts in all cases wherever the mobile number is available.
7. Compliance has to be ensured from the PSPs in this regard and watch should be kept for any fake number/ repeat number/ dysfunctional number being fed when booking/ cancellation is done by RSP.
8. PSPs should educate their RSPs regarding rules and regulations of IRCTC or about ticket booking software (in case of web services agents) etc.
9. PSP can deactivate the RSPs who are found to be non-transacting (Not booked e-tickets) for period of six months
10. PSP should ensure complete sharing of information & full cooperation with IRCTC.
11. All mails / references made by IRCTC in RSPs matter should be replied back within 5 (five) working days.
12. Request for additional registrations will be considered at the discretion of the competent authority.
13. Contract Renewal of the PSP will be extended annually subject to payment of applicable Annual Maintenance Charges and no pending dues/ penalties due to complaints against their respective RSPs. Request for renewal of contract should be made by PSP along with the payment of applicable Annual Maintenance Charges (AMC) at least 15 (Fifteen) working days before the date of expiry of the contract every year. In case the renewal of contract is not approved by Competent Authority by the date of expiry of contract, the services will be automatically suspended till all the renewal formalities are completed and subject to no pending dues/penalties.