Lok Sabha Question No. 1400 (UNSTARRED), answered on 2017-12-27
Subject: Helpline for Passengers
Ministry: RAILWAYS
Asked by: MANOJ RAJORIA

## GOVERNMENT OF INDIA

## MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO. 1400 TO BE ANSWERED ON 27.12.2017

## HELPLINE FOR PASSENGERS

## †1400. DR. MANOJ RAJORIA:

Will the Minister of RAILWAYS be pleased to state:

- (a) the  manner  in  which  assistance  is  provided  to  passengers  in distress through Indian Railway's security helpline No.182;
- (b) the number of passengers provided assistance so far;
- (c) whether  the  Railways  has  operationalized  modern  signal  system under electronic interlocking during the last month;
- (d) if  so,  the  details  of  improvement  made  in  yard  remodeling  facility through the adoption of the said system; and
- (e) the  manner  in  which  passengers  are  likely  to  be  benefitted  as  a result thereof?

## 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. 1400 BY DR. MANOJ RAJORIA TO BE ANSWERED IN LOK SABHA ON 27.12.2017 REGARDING HELPLINE FOR PASSENGERS

(a) and (b):  All India Passenger Security Helpline No. 182 is operational at each of the Divisional Security Control Rooms of Railway Protection Force (RPF) over Indian Railways. It is monitored 24X7 by RPF staff. On receipt of call  from  a  passenger  in  distress  at  Divisional  Security  Control  Room having  jurisdiction,  all  relevant  information  like  nature  of  complaint, location  of  train/passenger  etc.  is  obtained  and  required  assistance  is immediately provided to the passenger either through train escorting staff, if the train is escorted or at the next stopping station where RPF or GRP is available.  Besides,  the  details  of  complaint/grievance  in  which  action  of Police or other departments of Railways is required, are disseminated as soon  as  possible  for  necessary  action.    Feedback  is  taken  from  the passenger by the attending RPF staff to assess the quality of assistance provided to the passenger.  Since inception of Security Helpline No. 182, a total of 37882 passengers have been provided assistance upto November, 2017.

(c):  During  November  2017,  the  Railways  have  operationalized  a  total  of nine (9)  stations  with  state-of-the-art  modern  Electronic  Interlocking signaling  system.  The  stations  are  -Ajgain,  Jargaon  (Northern  Railway), Khambhaliya  (Western Railway), Kharagpur (South Eastern Railway), Bhikamkhor, Sikar (North Western Railway), Nergundi (East Coast Railway), Chandari (North Central Railway) and Rajoli (South East Central Railway).

- (d): The benefits to yard remodeling due to Electronic Interlocking are:
- (i)
- Easier to modify signaling system during yard remodeling.
- (ii)
- Lesser period of non-interlocked working.
- (iii) Less disruption to traffic during change over.
- (e): Electronic Interlocking is state-of-the-art technology and is comparatively more reliable and safer. This results in improved punctuality, mobility and safety.

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