PUBLIC
GRIEVANCES REDRESSAL
Periodical
surveys will be conducted to ascertain the customer needs in terms of design
and level of satisfaction and delivery of services.
If any
passenger is not satisfied with the service rendered by the zonal Railway or wants
to make any suggestions for improvement, he can do so at Stations, to the
Additional Divisional Railway Managers at Divisional headquarters offices, to
the Additional General Managers at the Zonal headquarters offices, to the
Executive Director Public Grievances in the Ministry of Railways and also
record in the complaint book available in trains with the guard and the train
Superintendent.
Railway
Administration would ordinarily reply to the complainant within 90 days where
detailed enquiries are not required to be made and within 120 days in case of
complaints where detailed enquiries are warranted.
PROCEDURE
FOR THE THEFT OF PASSENGERS LUGGAGE:
A prescribed FIR form is available in
Time Table or with TTE’s/Guards or GRP escort. After
properly filling up, It may be handed over to one of
the officials viz. TTE, Guard or GRP escort for registration of the report at
the next police station.
VIGILANCE
ORGANISATION:
A vigilance organisation
is functioning on each Zonal Railway at the Headquarters under the charge of
Senior Deputy General Manager who is also the Chief Vigilance Officer of the
Railway. Complaints relating to bribery and corruption can be sent directly by
mail to the Chief Vigilance Officer of the Railway or to the Vigilance
Directorate, Ministry of Railways (Railway Board),
The Names, addresses and telephone
nos. of Vigilance Officers of Zonal Railways are given in the Time Table of the
concerned Zonal Railways while those of the Vigilance Dte.
of the Ministry of Railways (Railway Board) are given
in the Trains at a Glance publication of the Indian Railways.
Railway Employees who have direct
public interface will wear a name badge.
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