Sir,

It is given to understand that Indian Railways has established a centralised public grievances redressal mechanism through various social media channels and portals like Rail Madad and CPGRAMS.

A passenger can lodge grievance/suggestions through any of the channels including online portal and get a resolution based on the nature of the complaint/suggestion.

 The instant feedback mechanism through social media channels and portals ensure seamless connectivity between the Railways and the passengers.

Presently, out of 18 Railway Zones only three Zones — namely Southern Railway at Chennai Central, South Central Railway at Secunderabad and Central Railway at Mumbai — have a dedicated public grievances cell functioning under a Nodal Officer and handles  the grievances through a dedicated email id. The direct email channel thus provides an ample scope to reach out to a wider audience to otherwise disseminate public information and also understand the day-to-day issues faced by the passengers.

Further, it is suggested to establish a centralised public grievances cell through a dedicated email id, apart from existing channels, across all the Zonal Headquarters. This cell can function with a Nodal Officer designated only to handle complaints received through emails but for the issues pertaining to respective zones and divisions.

The email as a communication channel will thus help in effective disposal of complaints/grievances/feedback received at the Zonal-level itself thereby resulting in efficient day-to-day Railway administration.

– Varun Dambal, Bengaluru, 20.11.2019

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