Lok Sabha Question No. 714 (UNSTARRED), answered on 2019-06-26
Subject: Complaints Regarding Railway Facilities
Ministry: RAILWAYS
Asked by: Chandra Prakash Joshi

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO. 714 TO BE ANSWERED ON 26.06.2019

## COMPLAINTS REGARDING RAILWAY FACILITIES

†714. SHRI CHANDRA PRAKASH JOSHI:

- Will the Minister of RAILWAYS be pleased to state: (a)  the  total  number  of  complaints  received  on  social  websites  by  the Railways regarding railway services/facilities and the number of complaints which have been redressed during the last three years and the current year; (b) whether the Government has identified zone-wise such areas from where maximum complaints had been received through social websites during the said period; (c) if so, the details thereof; (d)  whether  the  Railways  propose  to  set  up  a  separate  cell  in  this  regard where proper redressal of complaints can take place in view of rising trend of social websites; and (e) if so, the details thereof?

ANSWER MINISTER OF RAILWAYS AND COMMERCE & INDUSTRY (SHRI PIYUSH GOYAL)

- (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.714 BY SHRI CHANDRA PRAKASH JOSHI TO BE ANSWERED IN LOK SABHA ON 26.06.2019 REGARDING COMPLAINTS REGARDING RAILWAY FACILITIES

(a) :

| Year                 | Complaints received   | Positive feedback received on   |
|----------------------|-----------------------|---------------------------------|
| 2016-17              | 1,71,109              | 1,00,588                        |
| 2017-18              | 2,79,376              | 1,85,353                        |
| 2018-19              | 2,47,546              | 1,90,842                        |
| 2019-20* *Apr-Jun 19 | 64,051                | 35,508                          |

(However,  there  are  many  instances  when  positive  feedback  is  not received, even though complaints have been resolved).  These figures are not available and therefore not reflected above.

Contd……2/-

(b) and (c): Yes, Sir.

| Zonal Railway              | 2017-18   | 2018-19   | 2019-20 (Upto 15th June)   |
|----------------------------|-----------|-----------|----------------------------|
| Central Railway            | 14,860    | 16,705    | 4,779                      |
| East Central Railway       | 10,849    | 13,845    | 4,787                      |
| East Coast Railway         | 3,232     | 4,749     | 1,726                      |
| Eastern Railway            | 5,160     | 7,214     | 2,041                      |
| IRCTC                      | 9,062     | 15,435    | 4,502                      |
| Konkan Railway             | 856       | 808       | 241                        |
| North Central Railway      | 12,641    | 14,582    | 4,034                      |
| North Eastern Railway      | 6,116     | 8,257     | 2,602                      |
| North Western Railway      | 4,496     | 6,275     | 1,966                      |
| Northeast Frontier Railway | 3,287     | 4,717     | 1,626                      |
| Northern Railway           | 26,368    | 30,837    | 8,591                      |
| South Central Railway      | 5,769     | 7,406     | 2,311                      |
| South East Central Railway | 2,194     | 2,933     | 901                        |
| South Eastern Railway      | 3,116     | 5,092     | 1,862                      |
| South Western Railway      | 3,509     | 4,601     | 1,783                      |
| Southern Railway           | 5,170     | 6,433     | 1,968                      |
| West Central Railway       | 6,825     | 8,912     | 2,721                      |
| Western Railway            | 12,196    | 15,168    | 4,102                      |
| Zones not filled           | 1,43,670  | 73,577    | 11,508                     |
| Total                      | 2,79,376  | 2,47,546  | 64,051                     |

(Zonewise data for 2016-17 is not available)

(d) & (e): A customer Complaint Management Cell is functioning round-theclock  at  the  level  of  Railway  Board  since  2016  to  handle  complaints received on social media i.e. Twitter and Facebook.

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