Suresh Prabhu to roll out all-India helpline for passenger complaints

All passenger complaints, other than those related to security will be made on this line and commercial controls will take necessary action and address the problems in coordination with the representatives/controls of other departments available in the control as deemed necessary.

“More than 2,000 lines will be introduced across India, so that it can be easily accessed by passengers,’’ said a senior official.
In the first week of February, as per instructions of the Railway Minister, it was decided to provide a 3-digit all-India helpline for queries/complaints related to medical emergency, cleanliness, food and catering, and coach maintenance.

Signaling and telecom department will provide a landline telephone for incoming calls only with caller ID and log-cum-recording facility, as well as a separated DOT telephone for outgoing calls. These phones will be installed with commercial controls in the divisional/ control offices.

“If a passenger boards the Punjab mail at the Chhatrapati Shivaji Terminus and finds that fans are not working, he/ she can report it on the helpline number and a complaint will be recorded with the Mumbai division. Message will automatically be transferred to other divisions of the Central Railway that the train passes and the problem will be resolved,’’ said an official.

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