Lok Sabha Question No. 5506 (UNSTARRED), answered on 2026-03-25
Subject: Complaints of Passengers regarding Overcharging and Other Issues
Ministry: RAILWAYS
Asked by: Shri Rajiv Pratap Rudy

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO. 5506

## TO BE ANSWERED ON 25.03.2026

## COMPLAINTS OF PASSENGERS REGARDING OVERCHARGING AND OTHER ISSUES

## 5506. SHRI RAJIV PRATAP RUDY:

Will the Minister of RAILWAYS be pleased to state:

- (a)  the  details  of  the  incidents  reported  during  the  last  one  year  where passengers have been physically assaulted/threatened after complaining about overcharging of food/other services by railway staff vendors;
- (b) the current protocols and processes to address the issues highlighted by passengers;
- (c) whether it is a fact that details such as seat number of the complainant are  shared  with  the  vendor  and  if  so,  the  safeguards  implemented  to ensure the safety of the passenger;
- (d) the details of the actions taken by the Government in cases reported over the past years including the outcomes of investigations, incident-wise; and
- (e)  whether  there  is  any  plan  to  introduce  stricter  anonymous  complaint system to ensure timely redressal of grievances without putting them at risk and if so, the details thereof and if not, the reasons therefor?

## ANSWER

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

(SHRI ASHWINI VAISHNAW)

(a) to (e): 'RailMadad is Indian Railways grievance redressal mechanism that provides passengers an integrated platform for grievances, assistance and inquiry.  In  RailMadad,  passengers  can  seek  redressal  through  multiple channels  such  as  Helpline  number-139,  RailMadad  Web,  App  and  SMS. RailMadad also allows passengers to share feedback on the resolution of their grievances.

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Grievances related to overcharging of food/other catering services in trains are received in RailMadad. However, no separate data regarding passengers physically assaulted/threatened by Railway staff vendors after complaining about overcharging of food/other services is maintained in RailMadad.'

Indian Railways serves nearly 58 crore meals annually across its trains, with complaints  averaging  only  about  0.0008%,  which  includes  complaints related  to  overcharging.  Following  inquiries  into  these  complaints,  fines amounting to ₹2.6 crore have been imposed over the past three years. During the year 2025, 3 incidents of assault on railway passengers by Pantry Car staff have been reported. Legal action has been taken against the Pantry Car staff by the respective Government Railway Police.

Indian Railways continuously endeavour to make available food items to the travelling  passengers  as  per  the  prescribed  rates.  Necessary  steps  are accordingly taken by Indian Railways from time to time to ensure the same. Following steps have been taken by Railways to curb overcharging in trains:

- i. SMS is sent to passengers with a link of menu and tariff to make them aware of rates.
- ii. Installation of Point of Sale (POS) machines for billing and cashless payments.
- iii. Conducting awareness campaigns to promote billing and curb overcharging.
- iv. Rates  stickers  on  Packaged  Drinking  Water  (PDW)  Buckets  and Tea/Coffee urns.
- v. Introduction  of  e-pantry  service  in  Mail/Express  trains  to  facilitate passengers to book meals through an online module.
- vi. Implementation of QR code enabled Identity Cards to onboard catering staff.
- vii. Distribution of pamphlets to create awareness regarding the rate of catering items and Packaged Drinking Water bottles.
- viii. Special Inspection Drives to check overcharging and billing issues.

- ix. Imposition of suitable penalty in cases of overcharging, if any.
- x. In case any such incident in trains is reported, prompt and appropriate punitive action is taken against the service providers for deficiency in service.

Further the following steps are being taken by the Railways in coordination with GRP/Local Police for safety and security of passengers in trains and at stations:-

- i. On  vulnerable  and  identified  routes/sections  trains  are  escorted  by Railway Protection Force in addition to trains escorted by Government Railway Police of different States.
- ii. Railway Help Line number 139 (integrated with Emergency Response Support System No. 112) is operational (24x7) over Indian Railways for security related assistance to passengers in distress.
- iii. Surveillance  is  kept  through  CCTV  cameras  provided  in  number  of coaches and railway stations for enhanced security of passengers.
- iv. Frequent announcements are made over the Public Address System to educate  passengers  on  precautionary  measures  for  their  safety  and security.
- v. Railways are in regular touch with passengers through various social media  platforms  like.  Twitter,  Facebook,  etc.  to  enhance  security  of passengers and to address their security concerns.
- vi. Zonal railways have been instructed for deployment of proper combined strength of male & female RPF/RPSF personnel in train escort parties, to the extent possible.
- vii. State  Level  Security  Committee  of  Railways  (SLSCR)  have  been constituted  for  all  State/Union  Territories  under  the  Chairmanship  of respective  Director  General  of  Police/Commissioner  of  States/Union Territories for regular monitoring and review of security arrangements of the Railways.

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