PUBLIC GRIEVANCE REDRESSAL MACHINERY

If you have a grievance regarding any aspect of train journey we are here to LISTEN…
and ACT.

What is the Public Grievances Redressal Machinery ?

Being a customer oriented establishment, Southern Railway has its own Public
Grievances Redressal Machinery, which has been constituted to receive process and
take remedial action on all complaints received from passengers.
Heading this organisation is the Director, Public Grievances, who is also the Additional
General Manager. Assisting him is the Joint Director/Public Grievances, at the Zonal
Headquarters level at Chennai. To ensure smooth functioning of the Public Grievances
Redressal Machinery at the Divisional level, each of the five Divisional Headquarters of
Southern Railway has a Chairman heading the Public Grievance Unit, who is also the
Additional Divisional Railway Manager.
How to lodge a complaint ?

1. Your can record it in the Complaints Book available at all stations. You can also
find the Complaint book at :
Out Agencies Parcel Offices
Town Booking Offices Enquiry /Reservation Offices
Major Goods Sheds Refreshment Rooms
These are also available on trains: In Pantry Cars, Air Conditioned First Class
Coaches and with Train Superintendents and Guards of all passenger carrying
trains, excluding Suburban trains.

2. The system of lodging a complaint at major Railway stations over Southern Railway
has been computerized. This facilitates faster communication and quicker solutions
to the problems of the Rail user. The computers installed at various locations are
interconnected with the Divisional and Zonal Headquarters.
3. The e-mail address of the Public Grievances Cell is: ddpg@sr.railnet.gov.in
You can mail your complaint to:

Sri .ARUNKUMAR
CHAIRMAN, Public
Grievances
Additional Divisional
Manager
Chennai Division,
Southern Railway
Divisional Office
Park Town, Chennai -
600 003.
Ph.044-25358131
4. You can fax your complaint to 044-25341225.
5. You can write to the Divisional Headquarters Offices of Southern Railway. These
offices are at Chennai , Palghat, Thiruvananthapuram, Tiruchchirappalli and
Madurai.
Address your complaints to: The Chairman, Public Grievances, Additional
Divisional Railway Manager at the respective Divisional Headquarters.
6. You can personally meet the Public Grievances Officials.
Director, Public On the first and third
Grievances Friday of each month
between 15.00 and 17.00
hrs.
Joint Director, Public During office hours on all
Grievances working days at Southern
Railway Headquarters
Office, Park Town,
Chennai.
Additional Divisional Every Friday between
Railway Manager 15.00 and 17.00 hrs. at the
/Divisional Commercial Divisional Offices.
Manager

Lodging a complaint. Does it really help?

Yes, of course ! Every complaint received is registered, acknowledged and responded
to, promptly. A detailed investigation is done before the complainant is addressed.

You can be rest assured that corrective action will be taken on your complaint. This will
not only help you, but also prevent recurrence of such lapses. In the process, the Public
Grievances Redressal Machinery acts as a Response System, giving us feedback to
help us serve you better.

SOUTHERN RAILWAY WEBSITE

Passengers can also lodge their complaints and make suggestions through the
Southern Railway Website.

Information on Special trains, latest Rules etc. are also furnished and updated from time
to time.

Southern Railway Website address is: www.sr.indianrailways.gov.in