Desigining Railways Helpline - Inputs

Dear Railways Circle Members:

One of the recommendations from this circle has been the implementation of an effective help line that can be used by passengers in trains. Something that can be used by citizens for reporting issues related to safety, food, hygiene or finding information.

We would like to seek your inputs on how an effective helpline can be designed, implemented and sustained on an ongoing basis.

We look forward to your inputs!
Ministry of Railways more  

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Railways is becoming unfriendly and money squeezing organization, which is driving away common man frenzy. There are problems in booking online retiring rooms from mobile app and the surfacing ads will distract you more with the burden of re locating the missed information frequently. Even the cancellation policy is unjustified. For wait listed online booking tickets cancellation the refund amount is only minimum - that too much before the stipulated time and not even confirmed, why? It should have been full refund and the service charges of 20 Rs. can be exempted. It is very tedious to book online now a days due to this money making policy. This new policy is totally uncalled for and totally unacceptable. more  


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Railway more  
Separate Complaint numbers for different matters like for Cleanliness, Catering / Food quality, Bed roll items, Delaying / Laying off of the train at certain place etc.
The numbers should be distinctly advertised in every compartment encouraging people to respond.
However the response would be encouraged only when actions are visible.
Actions would be ensured if individual Officer is made accountable and taken to task at
least in cases of follow up by complainant. more  
Railways have given a couple of numbers for Complaints. If a complaint is placed from running train, action must be taken on matters which can be taken care of at the next major station.
An official at RECEIVING END OF THE COMPLAINT AND AN OFFICIAL AT EVERY MAJOR STATION MUST BE ACCOUNTABLE FOR such MATTERS like Leaking tap, absence of MUG in toilet, unclean toilet, FULL Dustbin, lack of Hand Wash in place, shortage of FRESH bed sheets, Pillows or covers, hand Towels etc., Stale or bad taste food, Lack of cleaning.
Reference. 1503031049061 Complaint From Jnaneshshwari 12101; Dep. 02-03-2015 from LTTE for Howrah; AC 3T. 'B3' Western Toilet did not have Mug for water.
The attendant informed that in spite of repeated reminders no Mugs were being provided in any of the Toilets.
Please follow; 1) Why Mugs were not ensured in Toilets at LTT ?
2) Why Mugs could not be arranged at any of the Stations like Nagpur / Raipur / Bilaspur ?
Services rendered and confirmed to complainant on the train will encourage not only him but others who will notice. more  
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