Lok Sabha Question No. 661 (UNSTARRED), answered on 2016-04-27
Subject: New Catering Policy
Ministry: RAILWAYS
Asked by: AJAY NISHAD, KIRIT PREMJIBHAI SOLANKI

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA

## UNSTARRED QUESTION NO. 661 TO BE ANSWERED ON 27.04.2016

## NEW CATERING POLICY

†661. SHRI AJAY NISHAD: DR. KIRIT P. SOLANKI:

Will the Minister of RAILWAYS be pleased to state:

- (a)  the salient features of new catering policy in the Railways;
- (b) whether  this policy has adequately addressed  various complaints received regarding the deteriorating quality of food being served in various trains;
- (c)  if so, the details thereof; and
- (d)  the steps taken to improve the quality of food in Railways?

## ANSWER

## MINISTER OF STATE IN THE MINISTRY OF RAILWAYS (SHRI MANOJ SINHA)

(a): The Catering Policy 2010, presently in force for management of catering services over Indian Railways was issued in July 2010.  The salient features of this Policy include (i) Shifting management and monitoring of all catering services (except Food Plaza, Food Courts and Fast Food Units) from Indian Railways  Catering &  Tourism  Corporation  (IRCTC)  to Zonal Railways. (ii)  IRCTC  made  responsible  for  managing  the  catering  services  at  Food Plazas,  Food  Courts  and  Fast  Food  Units.  (iii)  Zonal  Railways  to  have  an effective  and  transparent  contract  awarding,  management  and  monitoring system as per provisions of Standard Bid Document. (iv) Zonal Railways are responsible for strengthening supervision and monitoring of catering services for maintaining quality and hygiene of the food served to passengers and have been empowered to take corrective actions including

imposition of fines on licensees to mitigate passengers complaints.

However, in a paradigm shift, as announced in Rail Budget  2016-17, it has been decided to give back the catering services to IRCTC in a phased manner with unbundling catering services by creating a distinction primarily between food preparation  and  food  distribution.    It  has  also  been  decided that there will be no complete handing over of catering service by IRCTC to private  licensees.  Zonal  Railways  will  have  powers  of  supervision  and monitoring to ensure quality food is served to passengers. (b) and (c): Improvement of catering services is an on-going process.  In its endeavour to provide quality and hygienic food to the passengers, Railways have  developed  and  operationalized  an  institutionalized  mechanism  for monitoring  of  quality  and  hygiene  of  catering  services  through  regular inspections  at  various  levels.  The  passenger  satisfaction  levels  are  also regularly  monitored  through  direct  feedback  and  other  means  to  address catering complaints.

(d):    The  steps  taken  to  improve  the  quality  of  food  in  Railways  inter-alia include: (i) Introduction of station based e-catering at all A1 and A category stations  for  widening  the  range  of  options  available  to  passengers  for ordering food of their choice. (ii) Introduction of precooked food ('ready to eat' meals) in the range of options available to passengers. (iii) Operation of centralized Catering Service Monitoring Cell (CSMC) (toll free number 1800-111-321) for prompt redressal of passenger grievances  relating  to  the  catering  activities  and  real  time  assistance  to travelling public. (iv) Imposition of penalties in case of deficiencies detected in services. (v) Operation of all India Helpline (No.138) for rail-users to lodge complaints/suggestions regarding food and catering services (vi) A  Twitter handle with the address @IRCATERING has also been made operational to cater to the complaints/suggestions with regard to catering services.

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