Lok Sabha Question No. 3194 (UNSTARRED), answered on 2026-03-11
Subject: Catering Services and Grievance Redressal in Premium Trains
Ministry: RAILWAYS
Asked by: Shri Sudama Prasad

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## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS LOK SABHA UNSTARRED QUESTION NO. 3194

## TO BE ANSWERED ON 11.03.2026

## CATERING SERVICES AND GRIEVANCE REDRESSAL IN PREMIUM TRAINS

## 3194. SHRI SUDAMA PRASAD:

Will the Minister of RAILWAYS be pleased to state:

- (a) the details of regular complaints received against services provided on premium  trains operated  by  Railways  including those relating to catering,  availability  of  drinking  water  and  other  onboard  services  on trains such as Rajdhani, Shatabdi, Duronto and Humsafar Expresses;
- (b) the details of complaints received during the last five years, specifically relating  to  quality,  quantity  and  hygiene  of  food,  non-availability  of drinking water, deficiencies in other passenger services, Zonal Railway and train-category-wise;
- (c) whether the Government maintains data on repeated offenders including catering contractors/service providers against whom multiple complaints have been substantiated during the said period and if so, the details and the action taken thereon, Zone-wise; and
- (d)  whether  any  corrective  and  preventive  measures  have  been  taken  by the  Government  and  IRCTC  to  improve  service  quality  on  premium trains  including  penalties,  blacklisting,  enhanced  inspections,  use  of feedback/complaint  monitoring  systems  and  timelines  for  grievance redressal and if so, the details thereof?

## ANSWER

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

(SHRI ASHWINI VAISHNAW)

(a) to (d): Indian Railways serve about 58 cr meals every year on average in all  trains  including  premium  trains.  About  only  0.0008%  complaints  are received on average. Based on inquiry on these complaints during the last three years, a fine of Rs 2.6 cr has been imposed.

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. The following measures have been taken to improve quality, hygiene, and food safety:

-  Supply of meals from designated Base Kitchens.
-  Commissioning of modern Base Kitchens at identified locations.
-  Installation of CCTV Cameras in Base Kitchens for better monitoring  of food preparation.
-  Shortlisting and use of popular and branded raw materials, like  cooking oil, atta, rice, pulses, masala items, paneer, dairy products etc. for food
- production.
-  Deployment of Food Safety Supervisors at Base Kitchens to monitor food safety and hygienic practices.
-  Deployment of on-board IRCTC supervisors on trains.
-  Introduction of QR codes on food packets, enabling display of details like name of kitchen, date of packaging etc.
-  Regular deep cleaning and periodical pest control in Base Kitchens and Pantry Cars.
-  In order to ensure compliance with Food Safety Norms, Food Safety and Standards Authority of India (FSSAI) certification from  designated Food Safety Officers of each catering unit has been made mandatory.
-  Regular  food  sampling  as  a  part  of  the  inspection  and  monitoring mechanism to ensure quality of food on trains.
-  Third  Party  Audit  is  done  to  examine  hygiene  and  quality  of  food  in Pantry  Cars  and  Base  Kitchens.  Customer  satisfaction  survey  is  also conducted.
-  Regular  and  surprise  inspections  by  Railway/  IRCTC  officials,  including Food Safety Officers.
-  Regular training is conducted by IRCTC to enhance the skills of catering staff, focusing on customer service areas i.e., communication, courteous behaviour, service standards, personal grooming, and hygiene.

IRCTC  and  Railway  officials  conduct  surprise  and  periodic  checks  to ensure compliance with catering standards on trains. IRCTC has deployed supervisors and catering assistants for ongoing monitoring of onboard

services  and  real-time  resolution  of  passengers  grievances.  To  enhance inspection coverage, IRCTC has engaged additional Hospitality Monitors for sectional oversight of catering services on mail express trains.

In order to take passenger feedback, complaint management system over Indian Railways has been strengthened, simplified and made  more accessible  over  the  last  few  years  through  introduction  of  RailMadad Portal.  With  the  launch  of  RailMadad  Portal,  Indian  Railways  provided passengers a single window system to register complaints and suggestions.

In case any food related passenger complaint in trains is reported, prompt and appropriate punitive action is taken against the service providers for deficiency in service.

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