Lok Sabha Question No. 4175 (UNSTARRED), answered on 2026-03-18
Subject: Complaints against Private Catering Contractors
Ministry: RAILWAYS
Asked by: Shri Arvind Dharmapuri

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## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS LOK SABHA UNSTARRED QUESTION NO. 4175

## TO BE ANSWERED ON 18.03.2026

## COMPLAINTS AGAINST PRIVATE CATERING CONTRACTORS

## 4175. SHRI ARVIND DHARMAPURI:

Will the Minister of RAILWAYS be pleased to state:

- (a) the number of complaints received against private catering companies for overcharging passengers and violating prescribed norms during each of the last three years, year-wise;
- (b) the details of action taken on such complaints including penalties, fines collected, warnings issued and other corrective measures;
- (c)  the  details  of  fine  collected  from  such  catering companies  during  the said period and the manner in which such amounts are accounted for and utilised by the Railways;
- (d) whether any investigations contract reviews have been initiated against
- catering companies for violations and if so, the details thereof; and
- (e)  whether the Government is considering termination of contracts as a first  resort  for  cases  of  serious  repeated  violations  of  the  policy guidelines governing such action and if so, the details thereof?

## ANSWER

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

(SHRI ASHWINI VAISHNAW)

(a) to (e): Indian Railways serve about 58 cr meals every year on average. 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.

Passenger  complaints  related  to  overcharging  in  trains  are  handled  by IRCTC  promptly  and  appropriate  punitive  action  is  taken  against  the service providers for deficiency in service as per terms and conditions of contract  agreement.  IRCTC  publishes  the  debarment  list  on  its  official website.

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

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:

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

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