Quiz on Railway Passenger Amenities and Complaints – Test Your Railway Knowledge

Zonal Level Head (Public Complaints/Grievances): The Additional General Manager (AGM) is the overall in-charge at the Zonal Headquarters.

Assistance: The AGM is assisted by a Secretary/Public Grievances or a dedicated Public Grievance Cell.

For NSG/1-3 (Non-Suburban Group) and SG/1 (Suburban Group) stations on Indian Railways, Foot Over Bridges (FOBs) should preferably be 20 feet (approx. 6 meters) wide where feasible

Only urinals should be provided at the end of the suburban island platforms
as the major requirement of suburban passengers is a urinal.

As per Railway Board’s Circular No.  2018/LM (PA)/ o3 /06, Dated : 09/04/2018

The head of the Public Grievance Redressal Machinery (PGRM) or complaints organization at the Divisional level in Indian Railways is the Additional Divisional Railway Manager (ADRM). They serve as the Divisional Director of Public Grievances, overseeing the cell responsible for handling passenger complaints and grievances.

The General Manager (GM) of the Zonal Railway is responsible for arranging to provide adequate cash imprest to Station Masters/Station Superintendents for the maintenance of passenger amenities.

The categorization of stations on Indian Railways for the provision of passenger amenities is reviewed every five years

In Indian Railways, PAMS stands for Passenger Amenities Management System. This IT system is used to update and monitor the availability of passenger amenities, such as seating, toilets, and signage, at railway stations, often reported annually to the Railway Board.

Adequate number of uniformly designed standard dustbins should
be provided at all categories of stations. At NSG/1-5, SG/1-2 & HG1 category of stations, dustbins should be provided at regular spacing of 50 mt on each platform.

At NSG6, SG-3 & HG/2-3 category stations, adequate number of dustbins as
required should be provided. It must be ensured that provision of dustbins does not impede the free flow of passengers.

Passenger amenities on Indian Railways are classified into three main categories:

1. Minimum Essential Amenities (MEA): Basic facilities mandated for all stations, such as drinking water, waiting halls, seating, and lighting.
2. Recommended Amenities: Additional facilities provided based on the volume of passenger traffic at the station.
3. Desirable Amenities: Higher-level amenities meant to improve passenger comfort, provided based on the station’s classification and category.

The normal period for the disposal of public complaints written in the complaint book in Indian Railways is generally within 3 days for complaints not requiring detailed inquiries, and up to 90 days (maximum 120 days for complex matters) for general public grievances.

The scheme of Adarsh Station was introduced in 2009-10 for the modernization and upgrading of passenger amenities at Indian Railway stations. Since its inception, over 1,250 stations have been identified for development, with a focus on improving facilities like toilets, drinking water, and retiring rooms.

As of 2018, Indian Railways categorizes Halt Stations for passenger amenities into three grades (HG-1, HG-2, and HG-3). These categories are based on annual passenger earnings and footfall, with the classification determining the minimum, recommended, and desirable amenities provided, such as shelters, benches, lighting, and water supply.

In the Indian Railways passenger complaint and suggestion book, complaints are generally written in three copies (triplicate), known as foils.

• First Copy (Party Foil): This is given to the passenger (the complainant) as an acknowledgment.
• Second Copy (Office Copy/Record): This is intended for the record of the Station Master or the authority in charge.
• Third Copy (Action Copy): This is sent to the Divisional Commercial Manager (DCM) or higher authority for further action/investigation.

Based on Indian Railways guidelines, the stipulated period for the disposal of a public complaint written in the Complaint Book, specifically when detailed enquiries (such as face-to-face enquiry/field investigation) are warranted, is 120 Days.

Executive Director (Public Grievances), Railway Board: Executive Director (PG) at the Railway Board. is responsible for managing the technology-led grievance redressal framework, including the RailMadad portal, chatbot support, and WhatsApp channels.