Lok Sabha Question No. 567 (UNSTARRED), answered on 2019-11-20
Subject: Centralised Catering Services Monitoring Cell
Ministry: RAILWAYS
Asked by: Girish Bhalchandra Bapat

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA

## UNSTARRED QUESTION NO. 567 TO BE ANSWERED ON 20.11.2019

## CENTRALISED CATERING SERVICES MONITORING CELL

567. SHRI GIRISH BHALCHANDRA BAPAT:

Will the Minister of RAILWAYS be pleased to state:

- (a) the number of grievances related to catering services that were received by Centralized Catering Services Monitoring Cell (CSMC) in the past five years and the number out of them that was resolved;
- (b) the  number  of  regular  and  surprise  inspections  conducted  by  Railway officials in the past two years for monitoring of quality and hygiene, the details of the penal action taken, like imposition of fines or termination of contract, etc.; and
- (c) the details of NABCB-accredited auditing agencies currently associated with Railways for conducting third party audit of the catering services?

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

(a): The number of grievances related to catering services that were received by Centralised Catering Services Monitoring Cell (CSMC) in the past five years and the number of them that were resolved are appended as Appendix-I.

- (b):  The  number  of  regular  and  surprise  inspections  conducted  by  Railway officials in the past two years for monitoring of quality and hygiene along with the action taken are appended as Appendix-II.

(c): To conduct third party audit of catering services, NABCB-accredited audit agencies  are  appointed  by  IRCTC.  M/s.  TUV  India  Private  Limited  was engaged by IRCTC to conduct third party audit of catering services on Indian Railways which has completed the task of audit in August, 2019. Presently, no NABCB-accredited auditing agency is associated with Railways.

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APPENDIX-I  REFERRED  TO  IN  REPLY  TO  PARTS  (a)  OF  UNSTARRED QUESTION  NO.  567  BY  SHRI  GIRISH  BHALCHANDRA  BAPAT  TO  BE ANSWERED  IN  LOK  SABHA  ON  20.11.2019  REGARDING  CENTRALISED

CATERING SERVICES MONITORING CELL

(a): The number of grievances related to catering services that were received by  Centralised  Catering  Services  Monitoring  Cell  (CSMC)  in  the  past  five years and the number of them that were resolved are as follows:-

| Year                |   2014-15 |   2015-16 |   2016-17 |   2017-18 |   2018-19 |   Total |
|---------------------|-----------|-----------|-----------|-----------|-----------|---------|
| Total Complaints    |      1649 |      2599 |      4324 |      4328 |      4286 |   17186 |
| Complaints Resolved |      1649 |      2599 |      4324 |      4328 |      4286 |   17186 |

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APPENDIX-II  REFERRED  TO  IN  REPLY  TO  PARTS  (b)  OF  UNSTARRED QUESTION  NO.  567  BY  SHRI  GIRISH  BHALCHANDRA  BAPAT  TO  BE ANSWERED  IN  LOK  SABHA  ON  20.11.2019  REGARDING  CENTRALISED CATERING SERVICES MONITORING CELL

(b):  The  number  of  regular  and  surprise  inspections  conducted  by  Railway officials  in  the  past  two  years  for  monitoring  of  quality  and  hygiene  along with the action taken are as follows:-

|          |                              |                          | Details of penal action taken during Inspections.   | Details of penal action taken during Inspections.   | Details of penal action taken during Inspections.   | Details of penal action taken during Inspections.   | Details of penal action taken during Inspections.   | Details of penal action taken during Inspections.   | Details of penal action taken during Inspections.   |
|----------|------------------------------|--------------------------|-----------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|
|          |                              |                          | Fined                                               | Fined                                               |                                                     | Termination                                         | Advised                                             | Action                                              |                                                     |
| Year     | Type of Inspection conducted | Total no. of Inspections | No. of cases                                        | Amount of fine Imposed (in ₹ )                      | Warned                                              |                                                     | Suitably                                            | Other                                               | Total                                               |
| 2017- 18 | Regular Inspections          | 36737                    | 12847                                               | 4,39,22,659                                         | 5432                                                | 0                                                   | 8088                                                | 10370                                               | 36737                                               |
|          | Surprise Inspections         | 4377                     | 2097                                                | 82,13,698                                           | 938                                                 | 0                                                   | 826                                                 | 516                                                 | 4377                                                |
| 2018- 19 | Regular Inspections          | 43096                    | 12153                                               | 3,95,36,565                                         | 6848                                                | 0                                                   | 11349                                               | 12746                                               | 43096                                               |
|          | Surprise Inspections         | 4704                     | 2236                                                | 76,75,616                                           | 983                                                 | 1                                                   | 692                                                 | 792                                                 | 4704                                                |

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