Lok Sabha Question No. 3506 (UNSTARRED), answered on 2019-01-02
Subject: Redressal of Problems in Trains
Ministry: RAILWAYS
Asked by: RODMAL NAGAR, JANARDAN MISHRA

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA

UNSTARRED QUESTION NO. 3506 TO BE ANSWERED ON 02.01.2019

## REDRESSAL OF PROBLEMS IN TRAINS

† 3506.   SHRI NAGAR RODMAL: SHRI JANARDAN MISHRA:

Will the Minister of RAILWAYS be pleased to state:

- (a) whether the Government has worked out any plan/made arrangement for redressal of problems of passengers in running trains;
- (b)    if  so,  the  manner  in  which  these  problems  are  likely  to  be  solved instantly along with the details thereof; and
- (c)  the number of cases solved instantly during the current year, so far?

## ANSWER

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

- (a) to (c) A Statement is laid on the Table of the House.

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STATEMENT  REFERRED  TO  IN  REPLY  TO  PARTS  (a)  TO  (c)  OF UNSTARRED QUESTION NO. 3506 BY SHRI NAGAR RODMAL AND SHRI JANARDAN MISHRA TO BE ANSWERED IN LOK SABHA ON 02.01.2019

REGARDING REDRESSAL OF PROBLEMS IN TRAINS

(a)  There  is  a  well-established  mechanism  in  Railways  to  redress grievances of passengers. Train passengers can lodge complaints/grievances through the following modes :-

- Complaint Books  at Stations and in trains
- 'May I help you' Counters  at Stations
- All India Helpline Number :138
- ●
- Catering complaint Number: -1800111321
- ●
- Security helpline Number: -182
- SMS  facility  ('Clean  my  Coach)  on  58888  to  complaint  against dirty coaches
- Centralized  Public  Grievance  Redress  And  Monitoring  System (CPGRAMS)
- ●
- Complaint Management System (CoMS)
- Social Media.

Complaints  received  from  all  channels  are  treated  on urgent basis for resolution. All efforts are made by Railway staff to  redress  complaints  of  on-board  passengers,  by  coordinating with other departments. Recently, Railways has also introduced the concept of Train Captain who is responsible for coordinating the entire onboard team and to facilitate all services during the complete journey of the train. All on-board railway personnel and supervisors of all outsourced agencies are required to report to the  Train Captain for  effective    control &    supervision and   to

--2/--

ensure  improvement  in  on-board  services  offered  by  Railways. Similarly,  at  stations,  efforts  are  made  by  the  custodians  of Complaint  Book  to  redress  grievances.  Complaints  are  logged only  when  it  is  not  possible  to  redress  them  at  the  time  of registration itself. Such complaints are resolved subsequently.

- (b)    The above channels of complaints can be used both by on-board passengers as well as those on the station.
- (c)  No separate data is maintained for redressed grievances of onboard  passengers.  Numbers  of  grievances  redressed  on  various channels from January-November 2018 are as under:

| Channel of Complaint   | Complaints Resolved   |
|------------------------|-----------------------|
| CPGRAMS                | 40,664                |
| COMS                   | 49,129                |
| TWITTER                | 20,140                |
| 138                    | 32,198                |
| 182                    | 46,305                |
| Coach Mitra -SMS       | 46,300                |
| Catering- 1800111321   | 1,559                 |

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