Lok Sabha Question No. 1692 (UNSTARRED), answered on 2017-07-26
Subject: Complaints against Catering Companies
Ministry: RAILWAYS
Asked by: INNOCENT

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO.1692 TO BE ANSWERED ON 26.07.2017

## COMPLAINTS AGAINST CATERING COMPANIES

1692. SHRI INNOCENT:

Will the Minister of RAILWAYS  be pleased to state:

(a)  the  number  of  complaints  received  by  the  Railways  against  private catering companies for charging more than the prescribed prices especially during the journey from North India to South India and violation of guidelines during the last three years, year-wise; (b) whether any investigation is going on against such catering firms; (c) if so, the names of companies against which investigation is going on; (d) whether some of the catering agencies are not providing edible items as per the approved contract; and (e) if so, the details thereof and the action taken against such agencies?

ANSWER MINISTER OF STATE IN THE MINISTRY OF RAILWAYS (SHRI RAJEN GOHAIN)

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

(a) ****

STATEMENT  REFERRED  TO  IN  REPLY  TO  PARTS  (a)  TO  (e)  OF  UNSTARRED QUESTION NO. 1692 BY SHRI INNOCENT TO BE ANSWERED IN LOK SABHA ON 26.07.2017 REGARDING COMPLAINTS AGAINST CATERING COMPANIES

(a),  (d)  &  (e):    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. Year-wise total number of complaints including those against private catering companies,  received  by  the  Railways  for  charging  more  than  the  prescribed prices and violation of guidelines during the last three years, year-wise are as under:-

|                   | Year wise No. of Complaints related to catering services over Indian Railways   | Year wise No. of Complaints related to catering services over Indian Railways   | Year wise No. of Complaints related to catering services over Indian Railways   | Year wise No. of Complaints related to catering services over Indian Railways   |
|-------------------|---------------------------------------------------------------------------------|---------------------------------------------------------------------------------|---------------------------------------------------------------------------------|---------------------------------------------------------------------------------|
| Head              | 2014 (01.01.2014 to 31.12.2014)                                                 | 2015 (01.01.2015 to 31.12.2015)                                                 | 2016 (01.01.2016 to 31.12.2016)                                                 | 2017 (01.01.2017 to 30.06.2017)                                                 |
| Over Charging     | 1162                                                                            | 2333                                                                            | 3319                                                                            | 3169                                                                            |
| Quality           | 2986                                                                            | 1957                                                                            | 2034                                                                            | 1473                                                                            |
| Quantity          | 381                                                                             | 218                                                                             | 180                                                                             | 158                                                                             |
| Misbehaviour      | 202                                                                             | 181                                                                             | 217                                                                             | 135                                                                             |
| Hygiene           | 107                                                                             | 106                                                                             | 274                                                                             | 161                                                                             |
| Miscellaneous     | 1469                                                                            | 1360                                                                            | 2462                                                                            | 1738                                                                            |
| Total             | 6307                                                                            | 6155                                                                            | 8486                                                                            | 6834                                                                            |
|                   | Year wise Action Taken on Complaints related to catering                        | Year wise Action Taken on Complaints related to catering                        | Year wise Action Taken on Complaints related to catering                        | Year wise Action Taken on Complaints related to catering                        |
| Head              | 2014 (01.01.2014 to 31.12.2014)                                                 | 2015 (01.01.2015 to 31.12.2015)                                                 | 2016 (01.01.2016 to 31.12.2016)                                                 | 2017 (01.01.2017 to 30.06.2017)                                                 |
| Fined             | 2480                                                                            | 3028                                                                            | 3882                                                                            | 3102                                                                            |
| Warned            | 2190                                                                            | 1445                                                                            | 2288                                                                            | 1761                                                                            |
| Termination       | 3                                                                               | 2                                                                               | 2                                                                               | 6                                                                               |
| Suitably Advised  | 579                                                                             | 777                                                                             | 649                                                                             | 429                                                                             |
| Not Substantiated | 405                                                                             | 445                                                                             | 532                                                                             | 526                                                                             |
| D & AR Action     | 107                                                                             | 26                                                                              | 21                                                                              | 5                                                                               |
| Any Other         | 543                                                                             | 432                                                                             | 1113                                                                            | 1005                                                                            |
| Total             | 6307                                                                            | 6155                                                                            | 8486                                                                            | 6834                                                                            |

## (b):  No, Madam.

## (c): Does not arise.

- ..2..
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