Lok Sabha Question No. 3367 (UNSTARRED), answered on 2017-03-22
Subject: Poor Quality of Food
Ministry: RAILWAYS
Asked by: SATYA PAL SINGH, SANJAY SHAMRAO DHOTRE, RAHUL RAMESH SHEWALE

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO.3367 TO BE ANSWERED ON 22.03.2017

## POOR QUALITY OF FOOD

3367. DR. SATYAPAL SINGH:

SHRI SANJAY DHOTRE:

SHRI RAHUL SHEWALE:

Will the Minister of RAILWAYS  be pleased to state:

- (a) whether the average time taken by the Government in resolving the grievances/  complaints  of  the  passengers  pertaining  to  poor  food quality  in  long  distance/premium  trains  has  increased  during  each  of the last three years and the current year;
- (b)  if  so,  the  details  thereof  and  the  reasons  therefor  along  with  the number of such complaints received from the passengers of the said trains during the said period;
- (c)  the  details  of  the  penalties  imposed  on  the  contractors  and  the number of contracts terminated by the Government on such complaints so far;
- (d)  the  role  played  by  the  Catering  Monitoring  Service  Cell  (CMSC)  in addressing the said grievances/complaints and imposition of the said penalties; and
- (e) the other steps taken/being taken by the Government to improve the catering services and prompt redressal of grievances/complaints of the passengers along with the achievements thereof?

## ANSWER

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

(a): No, Madam.

(b) & (c): Do not arise. The number of complaints regarding poor quality of food  in  trains  and    action  taken    thereon  including  imposition  of  fine, termination of contracts during the last three years and the current year are Appended.

(d): A centralized Catering Services Monitoring Cell (CSMC) has been set up in Railway Board's office having a toll free number 1800-111-321 for prompt redressal of the passenger grievances related to the catering activities by providing  real  time  assistance  to  travelling  public.  Further,  on  the  same pattern Catering Monitoring Cells have been set up at Zonal and Divisional levels for daily monitoring of the catering activities.

- (e):      With  the  objective  to  provide  quality  food  to  rail  passengers,    new Catering Policy 2017 has been issued on 27.02.2017 wherein Indian Railway Catering  and  Tourism  Corporation  Limited  (IRCTC)  has  been  mandated  to carry  out  the  unbundling  by  creating  a  distinction  primarily  between  food preparation  and  food  distribution.    The  new  catering  policy,  inter-alia, includes the following features for unbundling of catering services (i) IRCTC shall manage catering services on all mobile units. (ii) Meals for all mobile units  will  be  picked  up  from  the  nominated  kitchens  owned,  operated  and managed by IRCTC. (iii) IRCTC will engage service providers for hospitality industry for service of food in trains. (iv) IRCTC shall not outrightly outsource or issue licenses for provision of catering services to private licensees. (v) IRCTC shall retain the ownership and shall be fully accountable for all the issues  pertaining  to  setting  up  and  operation  of  the  Base  Kitchens  and quality  of  food.   Other steps   taken  to  ensure   good  quality  and hygienic

Contd..3/-

food served to the passengers inter-alia include:(i) Phased introduction  of  station  based  e-catering  at  all  A1  and  A  category stations for widening the range of options available to passengers for ordering food of their choice. (ii) Introduction of precooked food ('ready to eat' meals). (iii) Operation of Centralized Catering Service Monitoring Cell  (CSMC)  (toll  free  number  1800-111-321)  for  prompt  redressal  of passenger grievances relating to the catering activities and real time assistance to travelling  public.  (iv)  Imposition  of  penalties  in  case  of deficiencies  detected  in  services.  (v)  Operation  of  All  India  Helpline (No.138) for rail-users to lodge complaints/suggestions regarding food and catering services (vi) A Twitter handle with the address @IRCATERING  has  also been made  operational to cater to the complaints/suggestions with regard to catering services.

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APPENDIX  REFERRED  TO  IN  REPLY  TO  PARTS  (b)  AND  (c)  OF  UNSTARRED QUESTION NO. 3367 BY DR. SATYAPAL SINGH,   SHRI SANJAY DHOTRE AND SHRI  RAHUL  SHEWALE  TO  BE  ANSWERED  IN  LOK  SABHA  ON  22.03.2017 REGARDING POOR QUALITY OF FOOD

The  number  of  complaints  regarding  poor  quality  of  food  in  trains  and  action taken  thereon including imposition of fine, termination of contracts during the last three years and the current year are as under:-

| Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   | Year wise No. of complaints related to Quality of catering services in Trains over Indian Railways and action taken thereon   |
|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------|
| Period                                                                                                                        |                                                                                                                               | Action Taken                                                                                                                  | Action Taken                                                                                                                  | Action Taken                                                                                                                  | Action Taken                                                                                                                  | Action Taken                                                                                                                  | Action Taken                                                                                                                  | Action Taken                                                                                                                  | Action Taken                                                                                                                  | Action Taken                                                                                                                  |
| Period                                                                                                                        | Total Number of Complaints received                                                                                           | Fined                                                                                                                         | Fined                                                                                                                         |                                                                                                                               |                                                                                                                               |                                                                                                                               |                                                                                                                               |                                                                                                                               |                                                                                                                               |                                                                                                                               |
| Period                                                                                                                        | Total Number of Complaints received                                                                                           | No. of Cases wherein a fine is imposed                                                                                        | Amount of fine imposed ( ₹ )                                                                                                  | Warned                                                                                                                        | Termination*                                                                                                                  | Suitably Advised                                                                                                              | Not Substanti-- ated D & AR                                                                                                   | Action                                                                                                                        | Any Other                                                                                                                     | Total                                                                                                                         |
| 2014 (01.01.2014 to 31.12.2014)                                                                                               | 2845                                                                                                                          | 1099                                                                                                                          | 60,00,750                                                                                                                     | 1140                                                                                                                          | 1                                                                                                                             | 282                                                                                                                           | 71                                                                                                                            | 33                                                                                                                            | 219                                                                                                                           | 2845                                                                                                                          |
| 2015 (01.01.2015 to 31.12.2015)                                                                                               | 1774                                                                                                                          | 754                                                                                                                           | 64,92,100                                                                                                                     | 446                                                                                                                           | 0                                                                                                                             | 322                                                                                                                           | 132                                                                                                                           | 4                                                                                                                             | 116                                                                                                                           | 1774                                                                                                                          |
| 2016 (01.01.2016 to 31.12.2016)                                                                                               | 1869                                                                                                                          | 656                                                                                                                           | 70,43,650                                                                                                                     | 795                                                                                                                           | 0                                                                                                                             | 211                                                                                                                           | 53                                                                                                                            | 2                                                                                                                             | 152                                                                                                                           | 1869                                                                                                                          |
| 2017 (01.01.2017 to 28.02.2017)                                                                                               | 414                                                                                                                           | 69                                                                                                                            | 10,12,300                                                                                                                     | 81                                                                                                                            | 0                                                                                                                             | 51                                                                                                                            | 18                                                                                                                            | 0                                                                                                                             | 195                                                                                                                           | 414                                                                                                                           |

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