Railway Passenger Grievance System - Addl Inputs

Below are the issues, root causes and solutions as outlined by you in regards to Passenger Grievance System. Kindly review and if you have any additional inputs, please share.

We look forward to sharing the same with our leadership shortly.

Railways Passenger Grievance System - Solutions

1. Railways should start a dedicated complaint redressal department
2. The grievance system should be completely computerized
3. The station master or any other officer should be made the authority to collect/accept passenger complaints and grievances
4. A 24 hour centralized passenger grievance helpline should be started to take complaints from across the country
5. A software should be developed and all the complaints should be fed into it
6. Each kind of complaint resolution should be assigned a time frame
7. If the complaint is not acted upon in the given time frame, it should automatically move to the senior authority
8. Each complaint should be acknowledged and a ticket number should be generated for every complaint made and SMS'ed to the complainant
9. Passengers should have easy access to feedback forms inside the trains and on stations
10. All TTEs should carry a complaint book.

Railway Passenger Grievance System – Root Causes

1. Grievance redressal is not taken seriously by the authority
2. The entire customer service approach is missing
3. Lack of a dedicated complaint redressal department
4. A lot of complaints are never even reported
5. The grievance system has not been completely computerised yet
6. There is no time limit prescribed on closing/reverting to complaints
7. The helplines are under staffed
8. Customer care executives taking calls are not held accountable to their job
9. Lack of responsibility in complaint ownership
10. Station masters deliberately do not give complaint book to the passengers
11. If an attendant receives a complaint, he never passes it on to his superiors
12. No punishment or action taken for not addressing the complaints
13. The top management never gets to see the complaints
14. The level of awareness in the passengers is not very good in this regard.

Railways Passenger Grievance System - Key Issues

1. There is not even a 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