Lok Sabha Question No. 4436 (UNSTARRED), answered on 2017-03-29
Subject: Catering Scam
Ministry: RAILWAYS
Asked by: M. B. RAJESH

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO.4436 TO BE ANSWERED ON 29.03.2017

## CATERING SCAM

4436. SHRI M.B. RAJESH:

Will the Minister of RAILWAYS  be pleased to state:

- (a)  whether  supply  of  substandard  items/food  items  and  unhygienic condition of coaches in Rajdhani/Shatabdi and other long distance trains have come to the notice of the Government;
- (b)  if so, the reaction of the Railways thereto;
- (c)  the  zone-wise  number  of  complaints  received  regarding  serving  of stale food and other deficiencies in catering services during the last one year;
- (d) the corrective measures  including cancellation of contract of caterers taken in these cases; and
- (e) the other steps taken or being taken by the Railways to bring about improvement in quality of food items served in trains?

## ANSWER

MINISTER OF STATE IN THE MINISTRY OF RAILWAYS

(SHRI RAJEN GOHAIN)

(a) to (e): A Statement is laid on the Table of the House.

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STATEMENT  REFERRED  TO  IN  REPLY  TO  PARTS  (a)  TO  (e)  OF UNSTARRED  QUESTION  NO.  4436  BY  SHRI  M.B.  RAJESH  TO  BE ANSWERED IN LOK SABHA ON 29.03.2017 REGARDING CATERING SCAM (a) &  (b):  In  its  endeavour  to  provide  quality  and  hygienic  food  to  the passengers, Railways have developed and operationalized an institutionalized  mechanism  for  monitoring  of  quality  and  hygiene  of catering services  through  regular  inspections  at various levels to address catering complaints.  Penal action is taken against the licensee depending upon the gravity of lapse, which inter-alia includes imposition of hefty fines and termination of contract. A  few  complaints  on  cleanliness  of  coaches  are  received  which  are addressed by Railway. Further, cleaning of coaches including toilets is done at both ends in all trains. Following schemes are also provided for cleanliness of coaches:(i) On Board Housekeeping Service (OBHS) has been provided in nearly 800  trains  including  Rajdhani,  Shatabdi,  Duronto  and    other  important long distance Mail/Express trains for cleaning of coach toilets, doorways, aisles & passenger compartments during the run of the trains. (ii)  Clean  My  Coach  Services  is  also  provided  in  OBHS  trains  in  which passenger  may  send  a  Short  Message  Service  (SMS)  on  a  specified Mobile  number.  OBHS  staff  travelling  on  the  same  train,  contacts  the passenger and carries out the cleaning work as per demand. (iii) Clean Train  Station  (CTS)  scheme  has  also  been  prescribed  for  limited mechanized cleaning attention to identified trains including cleaning of toilets during their scheduled stoppages en-route at nominated stations. 39 Clean Train Stations are presently working.

- (c): Zone-wise number of complaints received regarding serving of stale food  and  other  deficiencies  in  catering  services  and  action  taken thereon  during  the  last  one  year  (i.e.  01.01.2016  to  31.12.2016)  are Appended.
- (d) & (e): The corrective measures taken/being taken to ensure hot and hygienic food is available to the passengers in trains and at stations, are as under:-
- I. Penal Action arising out of irregularities, complaints and inspections:-
- (i) Stringent action is taken by Railways and IRCTC against erring contractors. One contract has been terminated, one is under notice for termination while 16 contractors have been blacklisted  for  breach  of  terms  of  contracts  in  the  last  one year.
- (ii) A  fine  of ₹ 1.8  crore  (approximately)  has  been  collected  in 2108 cases in the last one year.
- II.  Catering Complaint Monitoring & Redressal
- (i) Operation  of  Centralized  Catering  Service  Monitoring  Cell (CSMC) (toll free number 1800-111-321) for prompt redressal of passenger  grievances  relating  to  the  catering  and  real  time assistance  to  travelling  public.    This  Cell  gives  real  time assistance to 250-300 passengers per day.
- (ii) Inspections  at  various  levels  are  conducted  in  trains  and stations  wherein  feedback  from  passengers  through  surveys for enhanced satisfaction of the passengers is taken.

A Twitter handle with the address @IRCATERING has also been made operational to cater to the complaints/suggestions with

- (iii) regard to catering services.
- (iv) Operation of All India Helpline (No.138) for rail-users to lodge complaints/ suggestions regarding food and catering services.
- III.  Other significant initiatives
- (i) E-catering  has  been  implemented  at  357  A1  and  A  category stations for widening the range of options available to passengers  for  ordering  fresh  and  hot  food  of  their  choice. Further proliferation at other major stations is being ensured. (ii) Empanelment of Self Help Groups (SHGs) to provide healthy, wholesome  regional  cuisine  at  an  affordable  cost  to  the travelling  public  through  e-catering  has  been  initiated  and  9 SHGs have been empanelled at 10 stations. Introduction of 'Ready to Eat' (RTE) precooked food on trains has been mandated by Ministry of Railways through IRCTC to

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- (iii) ensure supply of hot meals.

APPENDIX  REFERRED  TO  IN  REPLY  TO  PART  (c)  OF  UNSTARRED  QUESTION NO.  4436  BY  SHRI  M.B.  RAJESH  TO  BE  ANSWERED  IN  LOK  SABHA  ON 29.03.2017 REGARDING CATERING SCAM

Zone-wise  number  of  complaints  received  regarding  serving  of  stale  food  and other deficiencies in catering services and action taken thereon during the last one year (i.e. 01.01.2016 to 31.12.2016) are as under:-

|                    |                            | Action Taken   | Action Taken   | Action Taken   | Action Taken     | Action Taken      | Action Taken   | Action Taken   | Action Taken   |
|--------------------|----------------------------|----------------|----------------|----------------|------------------|-------------------|----------------|----------------|----------------|
| Zonal Railway      | Total Number of Complaints | Fined          | Warned         | Termination    | Suitably Advised | Not Substantiated | D & AR Action  | Any Other      | Total          |
| Central            | 734                        | 509            | 71             | 0              | 12               | 26                | 0              | 116            | 734            |
| East Central       | 289                        | 112            | 42             | 0              | 8                | 59                | 1              | 67             | 289            |
| East Coast         | 539                        | 182            | 280            | 0              | 49               | 3                 | 0              | 25             | 539            |
| Eastern            | 561                        | 348            | 190            | 0              | 14               | 8                 | 0              | 1              | 561            |
| North Central      | 47                         | 12             | 31             | 0              | 0                | 4                 | 0              | 0              | 47             |
| North Eastern      | 91                         | 39             | 33             | 0              | 0                | 19                | 0              | 0              | 91             |
| Northeast Frontier | 53                         | 29             | 17             | 0              | 1                | 5                 | 0              | 1              | 53             |
| Northern           | 2081                       | 989            | 872            | 0              | 20               | 92                | 0              | 108            | 2081           |
| North Western      | 371                        | 232            | 57             | 0              | 33               | 2                 | 0              | 47             | 371            |
| South Central      | 4                          | 3              | 0              | 0              | 1                | 0                 | 0              | 0              | 4              |
| South East Central | 26                         | 16             | 4              | 0              | 2                | 1                 | 0              | 3              | 26             |
| South Eastern      | 118                        | 33             | 55             | 0              | 0                | 25                | 0              | 5              | 118            |
| Southern           | 255                        | 99             | 49             | 0              | 53               | 5                 | 0              | 49             | 255            |
| South Western      | 186                        | 86             | 77             | 0              | 8                | 0                 | 0              | 15             | 186            |
| West Central       | 9                          | 2              | 0              | 0              | 1                | 0                 | 0              | 6              | 9              |
| Western            | 690                        | 493            | 111            | 0              | 45               | 1                 | 0              | 40             | 690            |
| IRCTC              | 951                        | 91             | 252            | 0              | 280              | 193               | 15             | 120            | 951            |
| Total              | 7005                       | 3275           | 2141           | 0              | 527              | 443               | 16             | 603            | 7005           |

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