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ORGANISATION AND FUNCTIONS OF THE COMMERCIAL DEPARTMENT – HQ OFFICE The Commercial Department is responsible for the marketing & sale of the transportation provided by a railway, for creating and developing traffic, for securing and maintaining friendly relations with the travelling and trading public and for cultivating good public relations. The fixing of rates, fares and other charges and the correct collection, accountal and remittance of traffic receipts are the main functions. The important matters dealt with in the Commercial Department are; ·Rates and fares ·Claims for refund and for compensation ·Prevention of Claims ·Marketing & Sales ·Passenger Amenities ·Inter-model co-ordination ·Traffic Surveys ·Research & Development ·Catering & Vending ·Ticket Checking ·Commercial Statistics ·Computerisation of Reservation ·Commercial Advertising and publicity (Non Fare Revenue).
The Principal Chief Commercial Manager, as Head of the Commercial Department, is responsible to the General Manager for the efficient working of the Commercial Department. He is assisted by officers in different grades at the Head Quarter Office and in the Divisions including Area Officers where provided. Rules and regulations for the proper discharge of the duties by Commercial staff are laid down in detail in the Indian Railway Commercial Manual. https://indianrailways.gov.in/railwayboard/uploads/codesmanual/CommManual-I/main%20page.htm
Organisation Chart
Functions Carried out by Commercial Department
| (iii) (iv) | The procedure followed in the decision making process, including channels of supervision and accountability; the norms set by it for the discharge of its functions | Commercial | ·The procedure/norms set for discharge of functions are as per the provisions contained in various Commercial codes/manuals. ·The general procedural instructions are also reiterated/ issued from time to time. ·(Click here for Commercial Manual-I) ·(Click here for Commercial Manual-II) ·(Click here for Commercial Department Codes) ·(Click here for Schedule of Powers - Commercial Matters) ·(Click here for Indian Railways Establishment Manual) | | (v) | The rules, regulations, instructions, manuals and records, held by it or under its control or used by its employees for discharging its functions; | Commercial | ·A number of rules, regulations, instructions, codes, manuals, Acts, etc have already been published and in use by the railway employees for discharging their functions. ·The instructions/policy issued by Railway Board is published on the Railway Board website. ·(Rly. Board site – Traffic Commercial Directorate) · (Tourism and Catering Directorate) · https://parcel.indianrail.gov.in ·http://www.fois.indianrail.gov.in | | (vi) | A statement of the categories of the documents that are held by it or under its control; | | ·Documents are available on Indian Railways Website (www.indianrailways.gov.in) ·Custodian of the Documents: Each section is headed by the Head of the Department (HOD) who is the custodian of all the documents under their respective duty list. ·(Rly. Board site – Traffic Commercial Directorate) · (Tourism and Catering Directorate) · www.claims.indianrail.gov.in ·(Click on Duty list) | | (vii) | The particulars of any arrangements that exists for consultation with, or representation by the members of the public in relation to the formulation of its policy or implementation thereof; | Commercial | - There is only one forum at Divisional level i.e. DRUCC (Divisional Railway Users’ Consultative Committee). DRUCC has
- tenure of 2 years and consists of representatives from Trade/Commercial/Passenger Associations/Cultural Bodies/ Members nominated by State. The Committee meets once in a quarter with minimum three meetings in a year. The Committee deliberates on the issues concerning the working of Railways having a bearing on Public importance/concern.
- Suggestions given by ZRUCC (Zonal Railway Users’ Consultative Committee) at the Zonal level, Station Consultative Committee at Station Level.
- Suggestions from Members of Parliament and Legislative Assembly are given due consideration.
- Suggestions through Public Grievances are also considered as per feasibility.
- In addition to this at various Study Tour Committees on Railways, Passenger Amenities Committees are also nominated by concerned Govt. Authorities. Suggestions given therein are also considered as per feasibility and policy guidelines.
| | (viii) | A statement of the Boards, Councils, Committees and other bodies consisting of two or more persons constituted as its part or for the purpose of its advice, and as to whether meetings of those boards, councils, committees and other bodies are open to the public, or the minutes of such meetings are accessible for public. | Commercial | - Various Committees constituted by Ministry of Railways, Railway Board such as Passenger Amenities Committee, Passenger Services Committee, Parliamentary Committee conduct meetings and point out observations.
| | (ix) | A Directory of its officers and employees; | Commercial | | | (x) | The monthly remuneration received by each of its officers and employees, including the system of compensation as provided in its regulations; | Commercial | - Monthly remuneration received by each officer/employee is as under:
- Basic pay, DP, Dearness Allowance(DA as applicable), House Rent Allowance (HRA), City Compensatory Allowance (CCA) etc., other allowances are permissible to individual employee depending upon his/her nature of work such as TA, OT, NDA, Mileage, Out Station Allowance etc.
- The compensation applicable to workman governed by Workmen Compensation Act 1923.
| | (xi) | The budget allocated to each of its agency, indicating the particulars of all plans, proposed expenditures and reports on disbursements made; | Commercial | | | (xii) | The manner of execution of subsidy programmes, including the amounts allocated and the details of beneficiaries of such programmes; | Commercial | | | (xiii) | Particulars of recipients of concessions, permits or authorizations granted by it; | Commercial | ·Grant of concessions to passengers in Rail Fare are governed by instructions issued by Railway Board from time to time. ·Click here for the list of concessions in Rail Fare granted to the Passengers. | | (xiv) | The details in respect of the information, available to or held by it, reduced in an electronic form; | Commercial | - Information relating to organization, its evolution,passenger information, train information, availability of accommodation, status of tickets, are available on WR website
| | (xv) | The particulars of facilities available to citizens for obtaining information, including working hours of a library or reading room, if maintained for public use. | Commercial | - The following methods are also adopted by Railways for the dissemination of information through;
1.Website 2.Gazettes 3.Timetables 4.Print Media 5.Electronic media 6.Public announcements 7.Notice Boards, Printed Manuals, brochures, pamphlets, display boards. 8.All Social Media Sites like X, Instagram, Facebook etc. handled by social media control 9.Bulk SMS to the passengers booked in PRS System on their Registered Mobile Number 10.Various Mobile Apps like UTS App, NTES App and other Apps connected to CRIS information etc. | | (xvi) | The names, designations and other particulars of the Public Information Officers | Commercial | | | (xvii) | Such other information as may be prescribed and thereafter update these publications every year; | Commercial | - Lots of information is available on WR website www.wr.indianrailways.gov.in under various heads such as tenders, press releases, important news and announcements etc.
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Source : Western Railway CMS Team Last Reviewed : 14-08-2025 
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