Got anti-Railways complaints? Dial 132

If you don’t like the food served on the train or there is no water in the washroom,you can register a complaint even as you continue the journey.

Written by Sweta Dutta | New Delhi | Published: January 6, 2012 12:52 am

If you don’t like the food served on the train or there is no water in the washroom,you can register a complaint even as you continue the journey.

The Railways is planning to introduce an all-India phone number,132,dedicated to customers’ complaints,in March. At present,every division of the Railways has a separate number for the service — passengers in Delhi division can text their complaints to 9717630982. Once the centralised number is made functional,the local number will be done away with,an official said. He said the dedicated number has already been allotted and is being formatted to link all divisions.

General Manager of Northern Railway S K Budhalakoti said,“Every ticket collector will also be given an official SIM card and phone,so he can get in touch with the authorities in case of any complaints during a journey.”

According to officials of Delhi division,while initially they used to receive 1,000 text messages daily,the figure had come down to 300 of late.

“There have been instances when passengers complained of taps running dry or a woman on board went into labour and needed immediate medical attention. After receiving a text from the passengers we made immediate arrangements,” said Budhalakoti.

To keep a tab on the quality of food served in trains and at stations,Northern Railway has also set up a ‘catering monitoring cell’ to ensure good and hygienic food is served to passengers. The monitoring cells are equipped with computers,Internet connection and mobile phones,an official said. The process ensures on the spot redressal.

Train superintendents,conductors and other ticket checking staff of the station have also been involved in the monitoring process.

Meanwhile,the Northern Railway has also set its targets for the next year. Renovation and upgrade of Sarai Rohilla station and providing a second entry to the station,makeover of Gurgaon and Ghaziabad stations and construction of four more platforms at Anand Vihar are the priority,an official said. Gurgaon and Ghaziabad stations will also get food plazas,their circulating areas will be redone,platform surfaces repaired and station buildings will get a facelift. Also all stations will be made disabled friendly and will have VIP lounges and retiring rooms.

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