The only way to stop these malpractices is to develop a solid complaint handling system.
1. After logging each complaint in the complaint book, the concerned must get a receipt (counterpart), duly signed and stamped by a higher official (on board official).
2. Within 24 hours, these registered complaints (with proper complaint number) must be visible in railway website. This will ensure that false feedbacks are not logged by railway staff.
3. Each concerned passenger must get intimations within 7 days about the action(s) taken against the complaint. Also that should be visible in railway website as well. more