Lok Sabha Question No. 2277 (UNSTARRED), answered on 2015-08-03
Subject: Grievance Redressal in Railways
Ministry: RAILWAYS
Asked by: NALIN KUMAR KATEEL

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA UNSTARRED QUESTION NO.2277 TO BE ANSWERED ON 03.08.2015

## GRIEVANCE REDRESSAL IN RAILWAYS

2277.  SHRI NALIN KUMAR KATEEL:

Will the Minister of RAILWAYS be pleased to state:

- (a) whether the Railways have adopted any mechanism for redressal of the grievances of train passengers and if so, the details thereof;
- (b) the number of complaints received from the passengers relating to  poor  quality  of  catering  services  etc.  during  the  last  three  years, category-wise and year-wise; and
- (c) the steps taken by the Railways for disposal of such complaints/grievances?

## ANSWER

MINISTER OF STATE IN THE MINISTRY OF RAILWAYS

( SHRI MANOJ SINHA )

- (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.2277 BY SHRI NALIN KUMAR KATEEL TO BE ANSWERED IN LOK SABHA ON 03.08.2015 REGARDING GRIEVANCE REDRESSAL IN RAILWAYS

- (a) Yes,  Madam.  The  mechanism  of  monitoring  complaints  and  of grievance redressal existing on Indian Railways, operates at different levels viz Stations, Divisions, Zonal Railway Headquarters and  the  Railway  Board.  The  Station  Managers  are  nominated  for redressal of complaints and Public Grievances at stations. Additional  Divisional  Railway  Managers  have  been  nominated  as Public  Grievance  Redressal  Officers  at  Division's  level.  Additional General Managers function as the Director of Public Grievances on Zonal  Railways.  An  Executive  Director  coordinates  the  subject  in the Railway Board and monitors performance of Zonal Railways on a  regular  basis.  Besides,  a  new  Complaint  Management  System (COMS) portal has been launched by Hon'ble Minister of Railways on 02.03.2015 which consists of the following application:-
- A  mobile  app  based  complaints  and  suggestions  application (currently on the android platform)
- A  web  based  complaints  and  suggestions  application  on  URL www.coms.indianrailways.gov.in

- An  SMS  based  complaints  and  suggestions  application on the number 9717630982.
- (b) The number of complaints received from the passengers relating to poor quality of catering services etc. during the last three years, category-wise and year-wise are as under:-

| Year                                                | Type of unit   |   Number of complaints related to poor quality of catering services |
|-----------------------------------------------------|----------------|---------------------------------------------------------------------|
| 2012 (01.01.2012 to 31.12.2012) 2013 (01.01.2013 to | Mobile         |                                                                1536 |
|                                                     | Static         |                                                                 124 |
|                                                     | Total          |                                                                1660 |
|                                                     | Mobile         |                                                                2557 |
|                                                     | Static         |                                                                 167 |
| 31.12.2013)                                         | Total          |                                                                2724 |
| 2014                                                | Mobile         |                                                                2845 |
| (01.01.2014                                         | Static         |                                                                 141 |
| to 31.12.2014)                                      | Total          |                                                                2986 |
| 2015                                                | Mobile         |                                                                1377 |
| (01.01.2015                                         | Static         |                                                                 100 |
| to 30.06.2015)                                      | Total          |                                                                1477 |

('Mobile'  refers  to  complaints  related  to  Pantry  cars  in  trains  and 'Static'  refers  to  catering  units  like  refreshments  rooms,  Food Plazas, Tea/Food Stalls etc. at stations).

(c) Improvement  of  catering  services  is  an  on-going  process.  Steps taken/being taken to further improve the catering services include (i) Third Party Audit of catering services to be conducted at periodic intervals by independent and reputed auditing agencies accredited by NABCB (National Accreditation Board for Certification Bodies) as empanelled by the Zonal Railways. (ii) Introduction of E-Catering so that passengers can book the food of their choice through internet. (iii) A centralized Catering Service Monitoring Cell (CSMC) has been set up having a toll free number 1800-111-321 for prompt redressal of  the  passenger  grievances  related  to  the  catering  activities  for real time assistance to travelling public. (iv) Imposition of stringent punitive action including heavy penalties in case of deficiencies in services.  (v)  A  fine  of 1,68,38,100/-  has  been  imposed  on  the service providers by Zonal Railways in  2123  cases  between 18.01.2013 till  30.06.2015  including  termination  of  contracts  in  15 cases during the last three years.

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