Lok Sabha Question No. 2864 (UNSTARRED), answered on 2025-08-06
Subject: Public Feedback/Consultation for Policy Making
Ministry: RAILWAYS
Asked by: Smt. Bharti Pardhi, Shri Bhausaheb Rajaram Wakchaure, Shri Shrirang Appa Chandu Barne

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO. 2864

TO BE ANSWERED ON 06.08.2025

## PUBLIC FEEDBACK/CONSULTATION FOR POLICY MAKING

2864.  SHRI SHRIRANG APPA CHANDU BARNE:

SMT. BHARTI PARDHI:

SHRI BHAUSAHEB RAJARAM WAKCHAURE:

Will the Minister of RAILWAYS be pleased to state:

- (a)  the  details  of  the  mechanisms  in  place  to  ensure  meaningful  public consultation  and  feedback  from  common  citizens,  commuters  and  local communities  during  the  formulation  of  new  development  policies  and planning major projects;
- (b)  the  manner  in  which  current  grievance  redressal  mechanisms  are accessible  and  effective  for  the  common  man  facing  issues  related  to railway services, project impacts or fare policies;
- (c) the details of the average time taken for resolving such grievances; and
- (d)  the  details  of  the  steps  being  taken  to  ensure  transparency  in  the allocation of funds, tendering processes and progress of railway development  projects  particularly  those  directly  impacting  the  common man?

## ANSWER

MINISTER OF RAILWAYS, INFORMATION & BROADCASTING AND ELECTRONICS & INFORMATION TECHNOLOGY

(SHRI ASHWINI VAISHNAW)

(a):  With  a  view  to  securing  better  representation  of  Railway  Users'  and affording  more  frequent  opportunities  for  consultation  between  Railway Administration and users on matters relating to the services provided by Railways and means of improving the efficiency of such service, Railway

Users' Consultative Committee/Council are generally constituted at different levels as mentioned below:-

- i. Railway Users' Consultative Committees at the Divisional levels i.e. Divisional Railway Users' Consultative Committees (DRUCCs);
- ii. Zonal Railway Users Consultative Committee at the headquarters of each  Railway  i.e.  Zonal  Railway  Users'  Consultative  Committees (ZRUCCs);
- iii. Konkan Railway Users' Consultative committee (KRUCC) at Konkan Railway;
- iv. Metro  Railway  Users'  Consultative  Committee  (MRUCC)  at  Metro Railway, Kolkata;
- v. Suburban  Railway  Users'  Consultative  Committee  (SRUCC)  at  the headquarters of each of the six Railways having separately defined suburban  section  i.e.,  Central,  Eastern,  Southern,  South  Central, South Eastern & Western Railways;
- vi. Station Consultative Committees (SCCs).

On  these  committees/council,  various  interest  groups  are  given representation  viz.  Chamber  of  Commerce,  Local  Trade  Association, Registered Passenger Associations, Members of Legislatures of different States, State Government representatives, representatives of Members of Parliament/Union  Ministers,  special  interest  nominees,  etc.    Members  of Parliament  themselves  are  also  nominated  on  some  committees  on  the recommendation of Ministry of Parliamentary Affairs.

The Railway Users' Consultative Committees at various levels interalia consider matters relating to provision of passenger  amenities, proposal regarding opening of new stations, arrangements regarding time table,  improvement  of  passenger  services  and  facilities  provided  by  the Railways, any subject of general public interest or public convenience or such matters affecting the passenger services and facilities.

(b)  &  (c):  'RailMadad'  is  Indian  Railway  grievance  redressal  mechanism that provides passengers an integrated platform for grievances redressal, if they face issues related to railway services. On RailMadad, a grievance/assistance/inquiry can be lodged through multiple channels i.e. helpline number - 139, RailMadad Web, App & SMS and it is resolved in real time by auto forwarding to the concerned officials.

(d):  Sanctioning  and  execution  of  works  related  to  various  projects  is  a continuous  and  ongoing  process  on  Indian  Railways.  Such  works  are prioritized  taking  into  account  various  factors  like  demand  from  general public,  its  impact  on  safety  and  mobility  in  train  operations,  impact  on users,  etc.  Towards  transparency  in  allocation  of  tenders,  various  steps have been taken, some of which are:-

- E-Procurement
- Providing  all  information  related  to  tenders,  awarded  contracts  in public domain.
- Standardization  of  tender  documents,  wherever  applicable,  and  its availability in public domain.

Taking such steps to improve  transparency is a continuous and ongoing exercise.

****