Lok Sabha Question No. 264 (STARRED), answered on 2016-03-16
Subject: Catering Services in Railways
Ministry: RAILWAYS
Asked by: LAXMAN GILUWA, RAM TAHAL CHOUDHARY

## GOVERNMENT OF INDIA MINISTRY OF RAILWAYS

## LOK SABHA STARRED QUESTION NO.264 TO BE ANSWERED ON 16.03.2016

## CATERING SERVICES IN RAILWAYS

†*264. SHRI LAXMAN GILUWA: SHRI RAM TAHAL CHOUDHARY:

Will the Minister of RAILWAYS  be pleased to state:

(a) whether the Railways has formulated any catering policy, particularly with regard to long distance and premium trains;

- (b)  if so, the details thereof and if not, the reasons therefor;
- (c)  the  nature  and  number  of  complaints  received  from  passengers during  the  last  one  year,  particularly  relating  to  long  distance  and premium trains about poor quality of catering services;
- (d)  the follow-up action taken thereon; and
- (e) the corrective measures initiated to improve catering in the Railways along with action taken against the erring officers/ agencies during the last one year?

ANSWER MINISTER OF RAILWAYS

(SHRI SURESH PRABHAKAR PRABHU)

- (a) to (e): A Statement is laid on the Table of the House.

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STATEMENT REFERRED TO IN REPLY TO PARTS (a) TO (e) OF STARRED QUESTION NO.  264  BY  SHRI  LAXMAN  GILUWA  AND  SHRI  RAM  TAHAL CHOUDHARY TO BE ANSWERED IN LOK SABHA ON 16.03.2016 REGARDING CATERING SERVICES IN RAILWAYS (a) &  (b):  Catering  services  in    long  distance  and  premium  trains  are being  provided  in  accordance  with  the  provisions  of  Catering  Policy, 2010. However, in pursuit of Railways' objective to provide quality food of different  variety  to  passengers,  it  has  been  announced  in  Rail  Budget 2016-17  that  Indian  Railway  Catering  and  Tourism  Corporation  (IRCTC) would begin to manage catering services in a phased manner. It has also been decided that IRCTC would unbundle catering services by creating a distinction  between  food  preparation  and  food  distribution.  The  other important  announcements made in this  year's  Budget  Speech  inter-alia include  addition  of  10  IRCTC  operated  mechanized  and    sophisticated base kitchens, extension of  e-catering  services  from  existing  45  large stations to all  'A-1' and 'A' class stations, introduction of multi-purpose stalls  at  stations  and  exploring  the  possibility  of  making  mandatory catering services optional in trains.  To ensure the desired level of quality in catering services, third party audit has been mandated in the Budget pronouncement. Enforcement of reservation for Scheduled Castes, Scheduled  Tribes,  Other  Backward  Classes,  Women,  Divyang  etc  in catering  and  other  minor  units  has  been  stipulated  in  the  Budget.    For women  empowerment,  a  sub-quota  of  33%  for  women  in  each  of  the reserved categories has also been announced along with giving weightage to district domicile holders for commercial licenses at Railway station.  Announcement has also been made in the Rail Budget to ensure availability of children's menu items including baby food, hot milk and hot water in trains as well as at stations.

Contd..2/-

(c) & (d): 4969 complaints related to catering services in long distance and  premium  trains  have  been  reported  during  the  last  year  (i.e. 01.01.2015 to 31.12.2015). Actions taken on defaulting licensees during this period, inter-alia, include warning in 1203 cases, imposition of fines in 2321 cases  and termination of contracts in 01 case, depending on the gravity of the offence.

(e): Corrective measures taken to improve catering in the Railways interalia 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 railusers 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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