Rly security: Dip in SMS complaints in 2 yrs

Typically,security related complaints are about unauthorised passengers in local trains,hawking and begging inside trains and at platforms,corruption among security persons,misbehaviour and track crossing.

Alok Bohra,senior divisional security officer,RPF,CR (Mumbai division) said: “The SMS feedback system helps us know the major concerns of commuters. If,over a period of time,we get constant complaints about a particular problem,we take suitable measures to control it.”

Recalling a few problems that are often highlighted in the system,the officer said: “Passengers often complain about unauthorised travel.” He said drives against different offenses under the Railway Act are undertaken daily,however,in case of repeated complaints,such checks are intensified.

Rajendra Rupnawar,senior DSC,RPF,WR (Mumbai division) said: “SMS feedback system is helpful for commuters because they can report the problem immediately. Also,not a lot of them have the time to go and lodge a complaint with the station master or send a written complaint.”

“While we cannot react immediately to a complaint sent via SMS unless exact details are mentioned,it helps us understand the problems that affect commuters the most. The drop is numbers can be attributed to both redressal of their problems as well as loss of interest over a period of time. Very few people inform us whether action taken was effective,so it is difficult to say whether they were satisfied with the redressal or not,” he added.

On ways to improve the system against hawking,a regular complaint,the officer said: “Mumbai suburban railways is an open system. The socio-economic issues in the city,like begging and hawking,will invariably be reflected in an open mass system like railways. Controlling the access at railway stations and inside trains can solve the problem to a great extent,” said Bohra.