Ex-gratia railway emplyee lum-sumpayment. How to proceed ?

Dear Sir, My sister's husband working with railway department and his accident happen at time of when he reached railway station where he was working and he was just reached at station just before 9 Minut of duty time. So that officer of railway employee said that we are not fall on Ex-gratia payment as per railway act Compansation. i request you please can you help & explain that is true. what is rule or time if employee are reached station where he was working. All the documents are showing that he was on duty document like, postemaderm report, CRP FIR, railway register. all the documents are showing that he was on duty. Regards Sunil Kumar 7838771249