Railways public grievances cell

It is given to understand that Indian Railways has established centralized public grievances redressal mechanisms through various social media channels and portals like Rail Madad and CPGRAMS. A passenger can lodge grievance/suggestions through any of the channels including online portal and get a resolution based on the nature of the complaint/suggestion. The instant feedback mechanism through social media channels and portals ensure seamless connectivity between the Railways and passengers.

Presently out of 18 railway zones, only 3 zones namely Southern Railway at Chennai Central, South Central Railway at Secunderabad and Central Railway at Mumbai have a dedicated PG cell functioning under a Nodal Officer and handles public grievances through a dedicated email id. The direct email channel thus provides an ample scope to reach out to a wider audience to otherwise disseminate public information and also understand the day-to-day issues faced by the passengers. Further, it is suggested to establish a centralized public grievances cell through a dedicated email id, apart from existing channels, across all the zonal headquarters. The PG cell can function with a Nodal Officer designated only to handle complaints received through emails but for the issues pertaining to respective zones and divisions. The email as a communication channel will thus help in effective disposal of complaints/grievances/feedback received at the zonal level itself thereby resulting in efficient day-today Railway administration.

Varun Dambal,

Bangalore.