Lok Sabha Question No. 677 (UNSTARRED), answered on 2017-07-19
Subject: Catering Service in Trains
Ministry: RAILWAYS
Asked by: Adhikari Dibyendu

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO.677 TO BE ANSWERED ON 19.07.2017

## CATERING SERVICE IN TRAINS

## 677. SHRI DIBYENDU ADHIKARI:

Will the Minister of RAILWAYS  be pleased to state:

- (a) whether it is a fact that over hundreds of railway passengers had to travel  without  food  and  security  for  more  than  16  hours  during  their journey by Rajdhani express;
- (b)
- if so, the action taken by the Government in this regard;
- (c) whether the catering services and food quality in  Rajdhani/Duronto/Shatabdi  Express  and  other  paid  services  in  pantry are not in the mark of quality thereof; and
- (d) if so, the total number of complaints received by the Government in this regard and the action taken during the last three years thereon?

## ANSWER

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

(a):  High  quality  food  and  strict  Security  is  provided  in  all  Rajdhani express trains. However, an incident of delayed supply of food took place on  10.05.2017  in  train  number  12454  New  Delhi  -Ranchi  Rajdhani Express,  where  due  to  shortage  of  staff,  food  service  got  delayed between New Delhi - Kanpur, which is a journey time of about 5 hours. There was no complaint beyond Kanpur as the Service was made good by deputing staff at Kanpur.

Contd..2/-

(b):  Further  to  this  incident,  the  contract  of  M/s  Ambuj  Hotels  &  Real Estate Private Limited  was  terminated  on  11.05.2017  by  Northern Railway.    Thereafter  the  management  of  catering  service  on  this  train has been taken over by Indian Railway Catering and Tourism Corporation Limited (IRCTC) w.e.f. 12.05.2017.

(c): No, Madam. In its endeavour to provide quality and hygienic food to the passengers, Indian 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.  Further,  to  improve  the  standard  of  food  being provided to passengers in trains,  new Catering Policy has been issued on 27 th  February, 2017 wherein inter-alia IRCTC has been mandated to carry out  the  unbundling  by  creating  a  distinction  primarily  between  food preparation  and  food  distribution.  In  order  to  upgrade  quality  of  food preparation, IRCTC is to set up new kitchens and upgrade existing ones.

(d):  The  details  of  total  number  of  complaints  received  regarding  poor quality  of  food  served  in  trains  including  Rajdhani/Duronto/Shatabdi Express and the action taken during the last three years and current year are appended.

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APPENDIX REFERRED TO IN REPLY TO PART (d) OF UNSTARRED QUESTION NO. 677 BY SHRI DIBYENDU ADHIKARI TO BE ANSWERED IN LOK SABHA ON 19.07.2017 REGARDING CATERING SERVICE IN TRAINS

(d): The details of total number of complaints received regarding poor quality of  food  served  in  trains  including  Rajdhani/Duronto/Shatabdi Express and the action taken during the last three years and current year  are as under:-

|                                 | Total                                        | Action Taken                           | Action Taken                 | Action Taken   | Action Taken   | Action Taken     | Action Taken   | Action Taken   | Action Taken   | Action Taken   |
|---------------------------------|----------------------------------------------|----------------------------------------|------------------------------|----------------|----------------|------------------|----------------|----------------|----------------|----------------|
|                                 | number of received regarding poor quality of | Fined                                  | Fined                        |                |                | Suitably Advised | Substantiated  | & AR Action    |                |                |
| Year                            | complaints catering services                 | No. of cases wherein a fine is imposed | Amount of fine imposed ( ₹ ) | Warned         | Termination    |                  | Not            | D              | 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 30.06.2017) | 1374                                         | 514                                    | 38,27,285                    | 528            | 4**            | 103              | 54             | 0              | 171            | 1374           |

- **(i)Train No. 12313-14 Sealdah-New Delhi Rajdhani; Name of Contractor:-  M/s R.  K.  Associates  &  Hoteliers  Private  Limited    (ii)  Train  No.  12439-40  New Delhi - Ranchi Rajdhani;  Name of Contractor :-   M/s Ambuj Hotels & Real Estate Private Limited (iii) Train No. 12453-54 New Delhi - Ranchi Rajdhani Rajdhani  ;  Name  of  Contractor  :-M/s  Ambuj  Hotels  &  Real  Estate  Private Limited  (iv)  Train  no.  12957-58  Ahmedabad-New  Delhi  Swarna  Jayanti Rajdhani Express Name of Contractor :-   M/s Ambuj Hotels & Real Estate Private Limited

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