Lok Sabha Question No. 578 (UNSTARRED), answered on 2025-12-03
Subject: Food related Complaints in Trains
Ministry: RAILWAYS
Asked by: Smt. Satabdi Roy

## GOVERNMENT OF INDIA

## MINISTRY OF RAILWAYS LOK SABHA

UNSTARRED QUESTION NO. 578

TO BE ANSWERED ON 03.12.2025

## FOOD RELATED COMPLAINTS IN TRAINS

578. SMT. SATABDI ROY :

Will the Minister of RAILWAYS be pleased to state:

- (a)  the  number  of  food  related  complaints  from  2021-22  to  2024-25, year and zone-wise;
- (b)  the  number  of  cases  of  fines  imposed,  warnings  issued,  contract termination of vendors and the total amount of fines collected; and
- (c) the number and value of refunds issued and compensation provided to passengers?

## ANSWER

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

## (SHRI ASHWINI VAISHNAW)

- (a) to (c): Railways serves about 58 cr meals every year on average. About only  0.0008%  complaints  are  received  on  average.  Based  on  inquiry  on these complaints, a fine of Rs 2.8 cr was imposed over last four years.

It  is  the  continuous  endeavour  of  Indian  Railways  (IR)  to  provide  good quality  and  hygienic  food  to  travelling  passengers.  Necessary  steps  are accordingly taken by Indian Railways from time to time to improve quality of  food  and  services  to  passengers.  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.

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  passenger  complaint  related  to  food  quality  in  trains  is reported,  prompt  and  appropriate  punitive  action  is  taken  against  the service providers for deficiency in service. *****