Lok Sabha Question No. 1548 (UNSTARRED), answered on 2018-12-19
Subject: Quality of Food
Ministry: RAILWAYS
Asked by: BHARTRUHARI MAHTAB, SANJAY SHAMRAO DHOTRE, RAHUL RAMESH SHEWALE

(a): No, Madam.

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA

## UNSTARRED QUESTION NO.1548

TO BE ANSWERED ON 19.12.2018

## QUALITY OF FOOD

1548. SHRI BHARTRUHARI MAHTAB: 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 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  in  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 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 achievements thereof?

## ANSWER

MINISTER OF STATE IN THE MINISTRY OF RAILWAYS

(SHRI RAJEN GOHAIN)

- (b) & (c): The number of complaints regarding poor quality of food in trains have shown a decreasing trend 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.  In order to upgrade quality of food preparation, IRCTC shall be setting up new kitchens and upgrading existing ones.

Accordingly, the Indian Railway Catering and Tourism Corporation (IRCTC) has taken various measures to ensure hygienic, quality and  prompt redressal of grievances/complaints of the passengers as under:-

- (i) Upgradation of Base Kitchens/Kitchen Units.
- (ii) Deployment of Food Safety Supervisors.
- (iii) Installation of CCTV in Base Kitchens and their centralized monitoring.
- (iv) Sharing  of  live  streaming  of  the  Base  Kitchens  through website of IRCTC made operational.
- (v)
- Provision of E-Catering services at railway stations.
- (vi) Introduction  of  Optional  Catering  and  Ready  to  Eat  (RTE) Meals on selected trains.
- (vii) Upgradation  and  revision  of  a  la  carte  Menu  on  selected trains.
- (viii) Display of Menu/Tariff list.
- (ix) Introduction  of  Eco-friendly  Sugar  Bagasse  (Biodegradable) packaging material.
- (x) Provision of Service trolleys in Rajdhani and Duronto trains.
- (xi) Provision  of  Hand  sanitizers  in  Rajdhani/Shatabdi/Duronto trains.
- (xii) Introduction  of  Automatic  vending  machines  on  Humsafar trains.
- (xiii) Provision of tablets to on  board  catering supervisors for passenger feedback and inspection applications.
- (xiv) Qualification and experience of on board Catering Service Staff has been fixed.
- (xv) Examination  of  quality  of  food,  hygiene  and  cleanliness  in pantry cars by third party audit.
- (xvi) Introduction of Hand held PoS machine along with QR code on pilot basis on selected trains.
- (xvii) Launching of awareness campaigns as under by IRCTC:
-  MRP on all products- " No MRP, the license get cancelled"
-  'No Bill- The food is for FREE'.
-  Strict  compliance  of  instructions  regarding  'no  tips'  including signage  of 'NO  TIPS  PLEASE'  on  sleeves  and  back  of  new uniforms of waiters/catering staff.

(xviii) Provision of variety of cuisines through Food Plazas and Food Units over Indian Railways. (xix) Customer satisfaction survey by Third Party Agencies.

(xx) Monitoring and supervision of catering service through Operation of centralized Catering Service Monitoring Cell (CSMC)  toll  free  number  1800-111-321,  Operation  of  All  India Helpline  No.  138,  Twitter  handle,  CPGRAMS,  E-Mail  and  SMS based complaints redressal.

****

APPENDIX  REFERRED  TO  IN  REPLY  TO  PARTS  (b)  AND  (c)  OF  UNSTARRED QUESTION NO. 1548 BY SHRI BHARTRUHARI MAHTAB, SHRI SANJAY DHOTRE AND SHRI RAHUL SHEWALE TO BE ANSWERED IN LOK SABHA ON 19.12.2018 REGARDING 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 during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   | Year wise No. of Complaints related to Quality of Catering Services in Trains over Indian Railways and Action taken thereon during the period 2015-16, 2016-17, 2017-18 and 2018-19 (till 31.10.2018)   |
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|                                                                                                                                                                                                         |                                                                                                                                                                                                         | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            | Action Taken                                                                                                                                                                                            |
| Year                                                                                                                                                                                                    | Total No. of Compl                                                                                                                                                                                      | Fined                                                                                                                                                                                                   | Fined                                                                                                                                                                                                   | Fined                                                                                                                                                                                                   | Warned                                                                                                                                                                                                  | Termination                                                                                                                                                                                             | Suitably Advised                                                                                                                                                                                        | Substantiated                                                                                                                                                                                           | D & A R Action                                                                                                                                                                                          | Any Other                                                                                                                                                                                               |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |
|                                                                                                                                                                                                         | aints                                                                                                                                                                                                   | No. of cas es                                                                                                                                                                                           | Amount of Fine imposed (in Rupees)                                                                                                                                                                      | Amount of Fine realised (in Rupees)                                                                                                                                                                     | Warned                                                                                                                                                                                                  | Termination                                                                                                                                                                                             | Suitably Advised                                                                                                                                                                                        | Substantiated                                                                                                                                                                                           | D & A R Action                                                                                                                                                                                          | Any Other                                                                                                                                                                                               |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |
| 2015- 16                                                                                                                                                                                                | 2858                                                                                                                                                                                                    | 833                                                                                                                                                                                                     |                                                                                                                                                                                                         |                                                                                                                                                                                                         | 1181                                                                                                                                                                                                    | 0                                                                                                                                                                                                       |                                                                                                                                                                                                         | 214                                                                                                                                                                                                     | 4                                                                                                                                                                                                       | 245                                                                                                                                                                                                     |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |
|                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         | 56,58,590                                                                                                                                                                                               |                                                                                                                                                                                                         |                                                                                                                                                                                                         | 381                                                                                                                                                                                                     |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         | 2858                                                                                                                                                                                                    | 2858                                                                                                                                                                                                    | 2858                                                                                                                                                                                                    | 2858                                                                                                                                                                                                    | 2858                                                                                                                                                                                                    | 2858                                                                                                                                                                                                    | 2858                                                                                                                                                                                                    | 2858                                                                                                                                                                                                    |
|                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         | Not                                                                                                                                                                                                     |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |
|                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         | 56,73,590                                                                                                                                                                                               |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         | 277                                                                                                                                                                                                     | 80                                                                                                                                                                                                      | 4                                                                                                                                                                                                       | 255                                                                                                                                                                                                     | 2280                                                                                                                                                                                                    | 2280                                                                                                                                                                                                    | 2280                                                                                                                                                                                                    | 2280                                                                                                                                                                                                    | 2280                                                                                                                                                                                                    | 2280                                                                                                                                                                                                    | 2280                                                                                                                                                                                                    | 2280                                                                                                                                                                                                    |
| 2016- 17                                                                                                                                                                                                | 2280                                                                                                                                                                                                    | 974                                                                                                                                                                                                     | 81,22,580                                                                                                                                                                                               | 79,22,580                                                                                                                                                                                               | 689                                                                                                                                                                                                     | 1                                                                                                                                                                                                       |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |
| 2017- 18                                                                                                                                                                                                | 1757                                                                                                                                                                                                    | 460                                                                                                                                                                                                     | 35,94,916                                                                                                                                                                                               | 27,43,916                                                                                                                                                                                               | 362                                                                                                                                                                                                     | 7                                                                                                                                                                                                       | 301                                                                                                                                                                                                     | 83                                                                                                                                                                                                      | 0                                                                                                                                                                                                       | 544                                                                                                                                                                                                     | 1757                                                                                                                                                                                                    | 1757                                                                                                                                                                                                    | 1757                                                                                                                                                                                                    | 1757                                                                                                                                                                                                    | 1757                                                                                                                                                                                                    | 1757                                                                                                                                                                                                    | 1757                                                                                                                                                                                                    | 1757                                                                                                                                                                                                    |
| 2018- 19 (upto 31.10. 2018)                                                                                                                                                                             |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |                                                                                                                                                                                                         |
|                                                                                                                                                                                                         | 1207                                                                                                                                                                                                    | 181                                                                                                                                                                                                     | 11,73,200                                                                                                                                                                                               | 7,59,000                                                                                                                                                                                                | 547                                                                                                                                                                                                     | 0                                                                                                                                                                                                       | 259                                                                                                                                                                                                     | 104                                                                                                                                                                                                     | 0                                                                                                                                                                                                       | 116                                                                                                                                                                                                     | 1207                                                                                                                                                                                                    | 1207                                                                                                                                                                                                    | 1207                                                                                                                                                                                                    | 1207                                                                                                                                                                                                    | 1207                                                                                                                                                                                                    | 1207                                                                                                                                                                                                    | 1207                                                                                                                                                                                                    | 1207                                                                                                                                                                                                    |

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