List of services of the Ferrocarrils de la Generalitat de Catalunya

The service charter presented below covers the passenger rail transport services provided by Ferrocarrils de la Generalitat de Catalunya, as well as the quality commitments and the channels available for submitting suggestions and complaints.

This service charter was approved through Resolution XX, dated XXXX, of the Department of XXXX (DOGC no. XXXX, of …) and is available at https://portaljuridic.gencat.cat/ca/ [specify the link to the published Resolution].

The body responsible for this service charter is Ferrocarrils de la Generalitat de Catalunya.

Organisation and form of management of the services

About us

Ferrocarrils de la Generalitat de Catalunya is a public entity with its own independent legal personality, which operates as a trading company and enjoys autonomy in its organization, its own assets, and full capacity to achieve its purposes.

The entity has a solid track record in rail transport and the management of natural and tourist areas, and it has always demonstrated a strong commitment to sustainability, efficiency, and continuous improvement of the services it provides, by promoting the use of public transport, reducing environmental impact, and implementing responsible practices in all its areas of activity.

What we do

As a public company attached to the Ministry of Territory, Housing, and Ecological Transition of the Government of Catalonia, it is entrusted with the functions of operating railway services, administering infrastructures, and managing tourist railways and mountain stations. You can consult its articles of association at this link.

How we do it

To manage the passenger transport service, FGC is organized into different management areas to ensure the various functions linked to service provision:

  • Infrastructure Maintenance
  • Rolling Stock Maintenance
  • Journey Regulation
  • Train Operations
  • Customer Service at Stations
  • Service Information

FGC provides its services using its own resources derived from the services offered and public funding from the Programme Contract signed with the Government of Catalonia, which guarantees investments, maintenance of infrastructure, and the different services provided.

In addition to the Programme Contract, the needs of the Metropolitan Lines are financed through a Programme Contract between the ATM and FGC. These needs are essentially funded by the ATM and, complementarily, by the Government of Catalonia as FGC’s tutelary administration.

Our services

Our services

The services provided by FGC are as follows:

  • Service 1: Transport service for users
  • Service 2: Customer service for users

Conditions for access and general requirements

Access to the services is universal, meaning it is open to the entire population and there are no specific conditions for using them.

Economic regime applicable

The passenger transport service entails the payment of a fee. This fee is specified at this link. The other services provided are free of charge.

Main services and means of provision

Service 1: Transport service for users

The main purpose of this service is to connect the territory and people in a sustainable way. FGC provides passenger transport services on the Barcelona-Vallès, Llobregat-Anoia, and Lleida-La Pobla de Segur lines.

To access this service, users must obtain a transport ticket that entails paying a fee. This fee is specified at this link.

Service 2: Customer service for users

The purpose of this service is to respond to queries and handle complaints made by users.

This service is intended for anyone wishing to send queries or complaints regarding the management of our services.

To access it, users must complete the corresponding form available at the following links:

  • Complaints and claims at this link.
  • Suggestions and appreciations at this link.
  • Queries at this link.

To access the service in person, users must visit any FGC station or one of the customer service centers available at this link.

This service can also be requested via the postal address indicated at this link.

By phone at 012 and, in the case of complaints, at 900 901 515.

Applicable regulations

The terms and conditions of use for users can be consulted here.

Our quality commitments

The commitments specified in this list can be required by citizens, as long as the services can be provided under normal conditions, in other words, the services are not disrupted by fortuitous events or force majeure affecting their provision.

Service 1: Transport of users

Commitment 1: Ensure users’ satisfaction with the transport service

The transport service is provided with continuous improvement of quality from the users’ perspective. The commitment refers to the overall quality of the service provided. The fulfilment of the commitment is measured by the scheduled production performance indicator.

  • Quality objective: index equal to or greater than 98.0%.
  • Provision channel: in-person.

Commitment 2: Guarantee the punctuality of trains

Train punctuality is evaluated. A delay is considered when the waiting time exceeds 3 minutes. The commitment refers to the quality and reliability of the service provided. Fulfilment of the commitment is measured by the percentage of trains arriving on time.

  • Quality objective: index equal to or greater than 98.0%.
  • Provision channel: in-person.

Commitment 3: Ensure the effective quality of continuous service provision

The transport service is provided ensuring the effective quality of service delivery. The commitment refers to the quality and reliability of the service. Fulfilment of the commitment is measured by the Quality Control Index (ICQ).

  • Quality objective: quality index of at least 95.0%.
  • Provision channel: in-person.

Service 2: Customer service for users

Commitment 4: Respond to claims within 11 business days or fewer

Respond to received complaints, provided they do not contain offensive or discriminatory content, within 11 business days or fewer. The commitment refers to the service’s capacity to respond. Fulfilment of the commitment is measured by the percentage achieved in the monitoring indicator.

  • Quality objective: index equal to or greater than 95%.
  • Provision channel: all.

Commitment 5: Respond to enquiries within 15 calendar days or fewer

Respond to enquiries within 15 calendar days or fewer. The commitment refers to the quality of the service’s responsiveness. Fulfilment of the commitment is measured by the percentage achieved in the monitoring indicator.

  • Quality objective: index equal to or greater than 95%.
  • Provision channel: all.

Rights and duties

Specific rights of users of the services included in the list

Specifically, as recipients of the services included in the list of services, users enjoy the following rights:

FGC’s Decalogue of commitment to the quality of services:

https://transparencia.fgc.cat/ca/informacio-publica/ciutadania-i-politiques-publiques/ciutadania/decaleg-de-compromis/decaleg-de-compromis_cat.pdf

This link contains the terms and conditions of use applicable to users.

Compensation and reparation measures

In the event of any breach of the commitments included in the list, users can access the following compensation or reparation measures:

  • The appropriate apology shall be sent.
  • Explanations of the circumstances giving rise to the breach shall be provided, along with the corrective measures that will be implemented to prevent its recurrence.
  • Alternatives shall be offered, if possible.
  • Under no circumstances shall recognition of a breach of commitments necessarily result in the processing of a damage claim procedure.

Duties of users of the services included in the list

The duties applicable to users can be viewed in the terms and conditions of use at the same link above.

General rights of citizens vis-à-vis the public administration

Users can consult the rights and duties established by current regulations for the various interactions between citizens and the public administration at the following link:

https://web.gencat.cat/es/seu-electronica/sobre-la-seu/que-es-la-seu-electronica/drets-i-obligacions-de-la-ciutadania-quan-es-relaciona-amb-ladministracio-de-la-generalitat-de-catalunya-per-mitjans-electronics/index.html

Queries, complaints and suggestions

Generally speaking, the Government of Catalonia provides different channels for users to submit their queries and obtain information about the existence and characteristics of the services we provide, available at:
https://web.gencat.cat/es/contacte/index.html

Additionally, guidance and information about the services can be found at:
https://www.fgc.cat/es/.

If deemed necessary, users can submit a complaint or suggestion using the electronic form available at:

Users can also use the paper form available at all stations.

Users who wish to formalize a complaint or suggestion may also write to FGC at the postal address: Carrer dels Vergós, 44, 08017 Barcelona.

The responsibility for managing the services included in this list rests with FGC, which will resolve any complaints or suggestions submitted regarding the services received.

Monitoring and evaluation of the list

Indicators and Evaluation Instruments

The monitoring and evaluation of the commitments in this service charter are carried out using the indicators detailed below. In the event of non-compliance with the commitments, several cases in which compensation or reparation measures may be applied have been envisaged, which can be viewed in section “5. Rights and Duties“.

Monitoring and Evaluation of the Charter

Commitment 1 – Guarantee users’ satisfaction with the transport service

Indicator Achievement of the scheduled production
Description The calculation is based on the control and accounting of the total number of journeys made each day on each line, compared with the total number of journeys scheduled each day.
Service to which it is linked Service 1: Transport of users
Provision channel In-person
Calculation method Percentage
Unit of measurement % value from 0 to 100
Quality objective Equal to or greater than 98.0%
Fulfilment threshold Equal to or greater than 98.0%
Source of information Daily operations sheet (FEX). Journeys made.
Frequency Monthly
Evaluation instrument Daily operations sheet (FEX). Journeys made

Commitment 2 – Guarantee the punctuality of the trains

Indicator Percentage of journeys without any delay
Description Evaluates the percentage of journeys without delay compared to the total journeys made. Delays considered are those exceeding 3 minutes.
Service to which it is linked Service 1: Transport of users
Provision channel In-person
Calculation method Proportion
Unit of measurement Number of journeys without delay / total number of journeys
Quality objective 98%
Fulfilment threshold 98%
Source of information Daily operations sheet (FEX). Journeys and delays.
Frequency Monthly
Evaluation instrument Daily operations sheet (FEX). Computer application

Commitment 3 – Guarantee the effective quality of continuous service provision

Indicator Quality Control Index (QCI)
Description Measures incidents occurring in the service according to line section, time of day (peak, intermediate, off-peak), type of day (weekday/holiday), and type of failure or incident.
Service to which it is linked Service 1: Transport of users
Provision channel In-person
Calculation method Function calculated from incidents
Unit of measurement Index
Quality objective Equal to or greater than 95%
Fulfilment threshold Equal to or greater than 95%
Source of information Daily operations sheet (FEX). Service incidents.
Frequency Daily / Monthly
Evaluation instrument Daily operations sheet (FEX). Computer application

Commitment 4 – Respond to claims within 11 business days or fewer

Indicator Percentage of replies sent within 11 business days relative to total replies
Description Measures the proportion of replies sent within 11 business days relative to the total number of replies.
Service to which it is linked Service 2: Customer service for users
Provision channel All channels
Calculation method Proportion
Unit of measurement Number of replies within 11 business days / total number of replies
Quality objective 100%
Fulfilment threshold 100%
Source of information Customer service logs
Frequency Monthly
Evaluation instrument Customer service logs

Commitment 5 – Respond to emergency events immediately or within 30 minutes

Indicator Percentage of emergency events responded to within 30 minutes
Description Measures the proportion of emergency events responded to immediately or within 30 minutes relative to the total emergency events reported.
Service to which it is linked Service 3: Emergency response
Provision channel All channels
Calculation method Proportion
Unit of measurement Number of emergency events responded to within 30 minutes / total emergency events
Quality objective 100%
Fulfilment threshold 100%
Source of information Emergency response logs
Frequency Monthly
Evaluation instrument Emergency response logs

Evaluation of the Charter

The evaluation of the service charter and the level of fulfillment of commitments is carried out annually by the Quality Department. The evaluation report is made publicly available to users on the official website of FGC.

Help Us Improve

FGC encourages users to provide feedback, suggestions, or complaints regarding the service and the charter itself. This feedback can be submitted through any of the available channels:

  • In-person at customer service offices.
  • By phone or email.
  • Via the online contact form on the official website.

All submissions are reviewed, and responses are sent according to the commitments described above.