Railway Current Passenger Grievance System - Inputs on Root Causes
Dear Railways Circle Members:
Below are the key issues as outlined by you with the Current Passenger Grievance System of Railways.
We would like for you to help identify Root Causes for these issues. Once both the Issues and Root Causes are known, we will work on identifying Solutions to them through a separate post.
Thanks for your participation in Making Railways Better!
Ministry of Railways
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Railways Passenger Grievance System - Key Issues
1. There is no single officer to take responsibility of taking complaints
2. There is an absence of centralised on-line complaint centre.
3. Railways never acts on complaints
4. Most of the times, there is no acknowledgement of the complaints made
5. Sometimes, even the acknowledgement takes many days to months to get delivered
6. There is no feedback on action taken on complaints
7. No one attends calls on the helplines
8. Complaint book is never available on the stations
9. Station Master would not take complaints easily
10. If you register a complaint on www.Indianrail.gov.in, the status will always show ‘pending’
11. No feedback form are given to the passengers
12. No complaint/suggestions boxes inside the train or on stations more
Below are the key issues as outlined by you with the Current Passenger Grievance System of Railways.
We would like for you to help identify Root Causes for these issues. Once both the Issues and Root Causes are known, we will work on identifying Solutions to them through a separate post.
Thanks for your participation in Making Railways Better!
Ministry of Railways
----------------------------------------------------------------------------------------------------------------------
Railways Passenger Grievance System - Key Issues
1. There is no single officer to take responsibility of taking complaints
2. There is an absence of centralised on-line complaint centre.
3. Railways never acts on complaints
4. Most of the times, there is no acknowledgement of the complaints made
5. Sometimes, even the acknowledgement takes many days to months to get delivered
6. There is no feedback on action taken on complaints
7. No one attends calls on the helplines
8. Complaint book is never available on the stations
9. Station Master would not take complaints easily
10. If you register a complaint on www.Indianrail.gov.in, the status will always show ‘pending’
11. No feedback form are given to the passengers
12. No complaint/suggestions boxes inside the train or on stations more
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View all 216 comments Below 216 comments
We have a working greivance mechanism through pgportal.gov.in . The problem with that site is once an officer communicates there is no way we can re-open the issue. I think the site pgportal.gov.in should be redesigned. more
Jan 16
Only provide a Toll free all india complain no and it should function like divisional and present staff in that train may be responsible for any complain at the particular time we can take help of social media also. we can give a CCTV camera in every coach for easily monitoring, Online FIR in running trains may please be facilitate to all even against of running staff if they fail to do their duty. more
Jan 16
I am agree with the situation described above the higher officials ignore the public complaints. Responsibilities should be fix and if necessary then hard action should taken against high officer more
Jan 16
railway top officials should ensure that the DRM should take the necessary steps without bias on regional and linguistics basis on public grievances. more
Jan 08
