Lok Sabha Question No. 3562 (UNSTARRED), answered on 2016-12-07
Subject: Catering Complaints
Ministry: RAILWAYS
Asked by: RAJESH KUMAR DIWAKAR, AJAY NISHAD

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO.3562 TO BE ANSWERED ON 07.12.2016

## CATERING COMPLAINTS

3562. SHRI RAJESH KUMAR DIWAKER: SHRI AJAY NISHAD:

Will the Minister of RAILWAYS be pleased to state:

- (a)  the  number  of  complaints  received  by  the  Railways  against  private catering  companies  for  over-charging  and  flouting  directions  during  the last three years, year-wise;
- (b) whether any investigation is going on against such catering firms;
- (c) if  so,  the names of the companies against whom such investigations are going on;
- (d)  whether  some  catering  agencies  have  been  found  not  serving  food items as per 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)

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

****

STATEMENT REFERRED TO IN REPLY TO PARTS (a) TO (e) OF UNSTARRED QUESTION  NO.  3562  BY  SHRI  RAJESH  KUMAR  DIWAKER  AND  SHRI  AJAY NISHAD  TO  BE  ANSWERED  IN  LOK  SABHA  ON  07.12.2016  REGARDING CATERING COMPLAINTS

(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.  Yearwise  total  number  of  complaints  including    private  catering  companies received by the Railways for over-charging and flouting directions during the last three years and current year 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              | 2013 (01.01.2013 to 31.12.2013)                                                        | 2014 (01.01.2014 to 31.12.2014)                                                        | 2015 (01.01.2015 to 31.12.2015)                                                        | 2016 (01.01.2016 to 30.06.2016)                                                        |
| Over Charging     | 955                                                                                    | 1162                                                                                   | 2333                                                                                   | 1686                                                                                   |
| Quality           | 2724                                                                                   | 2986                                                                                   | 1957                                                                                   | 1125                                                                                   |
| Quantity          | 524                                                                                    | 381                                                                                    | 218                                                                                    | 106                                                                                    |
| Misbehaviour      | 148                                                                                    | 202                                                                                    | 181                                                                                    | 80                                                                                     |
| Hygiene           | 113                                                                                    | 107                                                                                    | 106                                                                                    | 93                                                                                     |
| Miscellaneous     | 1387                                                                                   | 1469                                                                                   | 1360                                                                                   | 994                                                                                    |
| Total             | 5851                                                                                   | 6307                                                                                   | 6155                                                                                   | 4084                                                                                   |
|                   | Year wise Action Taken on Complaints related to catering services over Indian Railways | Year wise Action Taken on Complaints related to catering services over Indian Railways | Year wise Action Taken on Complaints related to catering services over Indian Railways | Year wise Action Taken on Complaints related to catering services over Indian Railways |
| Head              | 2013 (01.01.2013 to 31.12.2013)                                                        | 2014 (01.01.2014 to 31.12.2014)                                                        | 2015 (01.01.2015 to 31.12.2015)                                                        | 2016 (01.01.2016 to 30.06.2016)                                                        |
| Fined             | 1976                                                                                   | 2480                                                                                   | 3028                                                                                   | 1922                                                                                   |
| Warned            | 2194                                                                                   | 2190                                                                                   | 1445                                                                                   | 1068                                                                                   |
| Termination       | 1                                                                                      | 3                                                                                      | 2                                                                                      | 0                                                                                      |
| Suitably Advised  | 528                                                                                    | 579                                                                                    | 777                                                                                    | 302                                                                                    |
| Not Substantiated | 680                                                                                    | 405                                                                                    | 445                                                                                    | 221                                                                                    |
| D & AR Action     | 58                                                                                     | 107                                                                                    | 26                                                                                     | 17                                                                                     |
| Any Other         | 414                                                                                    | 543                                                                                    | 432                                                                                    | 554                                                                                    |
| Total             | 5851                                                                                   | 6307                                                                                   | 6155                                                                                   | 4084                                                                                   |

(b)  &  (c):  Yes,  Madam. The names of the catering Companies/Firms against whom investigations are going on are as under:-

|   S. No. | Name of the Companies /Firms   | Zonal Railways   |
|----------|--------------------------------|------------------|
|        1 | M/s Pankaj Kumar               | Central          |
|        2 | M/s R.K. Associates            | East Coast       |
|        3 | M/s S.B. Catering Services     | Northern         |
|        4 | M.s Vikash Kumar Gupta & Co.   | South Eastern    |
|        5 | M/s Sunshine Caterers          | Western          |

****