Complaints Reasons & redressal Complaints and Suggestion book

Public Complaints

Definitions

When there is any deficiency in services / amenities provided or any inconvenience passenger, then complaint is lodged. It means Complaint is an allegation against Railway administration.

General Causes for Complaints

1. Theft of passenger luggage in train.
2. Entry of unauthorized passengers in passenger coaches.
3. Delay in running of trains.
4. Damage to booked luggage / parcels.
5. Improper cleanliness in trains and stations.
6. Dirty bed rolls in the trains.
7. Regarding settlement of claim.
8. Regarding corruption
9. Deficiency in catering service.
10. Discourteous/non cooperative /rude behaviour of commercial staff.
11. Inadequate facility of drinking water.
12. Improper functioning of electrical equipments.
13. Incorrect information and improper guidance provided to railway customers on enquiry.
14. Railway employees‖ ignorance about rules.
15. Inadequacy in amenities provided to railway customers.
16. Accidents to passenger trains and improper disaster management in case of accidents.
17. Over charging the railway customers.
18. Not attending telephones in enquiry office.
19. Over carriage of parcels and luggage.
20. Gents travelling in ladies coach.

Disposal of Complaints:

1. If a complaint is received about non-availability of water or non-functioning of lights/fans in coaches, to render assistance to the passengers, concerned employee should be informed immediately and the problem should be resolved.
2. If gents are traveling in ladies coach, they should be requested to leave the coach; otherwise assistance of the security personnel should be taken.
3. If reserved accommodation could not be made available to passengers, they should be helped.
4. It is the duty of railway employee to work according to rules, so that complaints do not arise.
5. Employee should always be vigilant on duty

Modes of lodging Complaints

1. Complaint and Suggestions Book : Every organization needs Complaint and Suggestions Book because the employees of an organization cannot find deficiencies of the organisation; hence the complaints or suggestions are always welcomed. The complaint book is available at all the stations with Station Master, the guards and Conductors of all passenger trains, in refreshment rooms and in reservation offices. This is a numbered book with 3 foils of each number:- 1. Record 2. Passenger 3. Divisional office. The complaint should contain particulars of complainant like-name of Complainant, address, reason of complaint, signature etc. and it should be signed by Station Master .Efforts should be made to dispose off the complaint immediately at the same time. Third foil should be sent to DCM office by first available train. The complaint books should be made available immediately to the passenger on demand, otherwise departmental action can be initiated against the railway employee.
2. Verbal
3. Through post
4. Through SMS
5. Through e-mail
6. Telephonic
7. Twitter
8. Assistance booth
9. Help line No.
10. Complaint cell.
11. Public representative
12. Public committee
13. CVC/vigilance/CBI
14. Railway Ministry
15. Direct contact with officers.
16. PIDPI
17. For security issues, passengers can directly call 182.
18. Railway passengers can also complaint by sending an SMS to +919717680982.

Complaint Redressal Machinery

To redress public complaints, Public Grievance Redressal Machinery is functioning at the Railway Board, Zonal, and Divisional level. At Railway Board level, the work of this organisation is looked after by Executive Director (Public Grievances). At Zonal level, the chief of this organization is Additional General Manager. Any rail user can directly contact him on the first and third Friday. At Divisional level, the chief of this organization is Additional Divisional Railway Manager. Any rail user can contact him directly on every Friday. Any rail user can directly contact General Manager on the last Friday of the month. The time for contact is 15- 16 Hours.