Establish centralised public grievances cell online for rail passengers
Voice of The Reader

Establish centralised public grievances cell online for rail passengers

November 27, 2019

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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