Complaint Handling in

Indian Railways
Anagh Ghosh
Batch – 26
261091102
 Why do customers complain?

1. Express their dissatisfaction.

2. To have improved service especially
in an highly involved service.
3. To obtain compensation
4. For gaining attention.
 Types of complaints in railways
Late running of trains than the scheduled time
Cancellation of trains
Lack of proper information and thereafter
assistance
Poor quality of food stuffs from the pantry or
the caterer
Extra passengers in the reserved
compartments
Inconveniences such as :
 Malfunctioning of the cooling system
 Light and fans out of order
 Broken windows or doors
 Uncleaned toilets
 The big problems
Railways suffers big problems
in the accidental cases..
Rescue operations and
Information about the
casualties becomes a big ache
for them.. And the relatives
of the passengers become
dissatisfied.
Railway also have security
issues.. Such as attacks on the
train dacoits or others are
matters of serious concern
For such complaints:
Railway should apologies.
Listen to the inconveniences
complained for
Explain the situation and the
causes
Solve the problem(s) as fast as
possible
Compensate if required abiding
the regulations or Railway Act.
 Handle the passengers
On the basis of the complaints
lodged by the passengers
railway takes the following
actions:
Set up a committee
Judge the importance of the
complaint
Investigate
Take proper steps
On board:
During the journey by the train
there is the Train
Superintendent who looks after
the passenger conveniences
and have the Suggestion Book.
Along with him there is Guard
and the Catering Manager who
also carries out as the problem
handler.
Off board::
1. There is a complaint desk
where also the Suggestion
Books are available. It is at the
zonal head quarters.
2. There are PROs (Public
Relation Officer) for every zone
to handle with such complaints
and inconveniences.
3. For security issues it is
handled by Railway Protection
Force (RPF).
Thank You!