The Indian Railways provides different types of facilities for the passengers and also ensures total comfort in their journey. Other than providing different types of features the Indian Railway also cares for its passengers. Because it is a customer oriented organization they value on the feed backs of the customers and the passengers. The authorities welcome different types of suggestions for improvement from the customers and the passengers. They look in to promptly and address at the complaint as early as possible after receiving them.
Indian Railways has well organized Public Grievance Redressal Machinery which is able to take prompt action on any complaint of the passenger. The passenger can record the complaints in the record books kept for the same purposes at the agencies, town booking offices, major goods sheds, parcel offices, reservation offices, refreshment rooms and pantry cars etc.
On the other hand the passengers can also contact or approach the Public Grievance Redressal Booths at the major stations for immediate and on spot action.
At the Divisional level the passengers can contact the Additional Divisional Railway Managers for redressal of grievance in respect of their divisions. The passengers can also approach the Additional General Manager of the particular Zonal railway who is designated as the Director of the Public Grievances.
The passengers can also contact at the ministry level
Mr. Sunil Kumar,
Adviser (Public Grievances)
Tel No – 011 – 23386203
Or the passengers can contact Mr. Vinod K. Samuel,
Deputy Director (Public Grievances)
Tel no – 011 – 23384572
The passengers can also lodge their grievances online at the website drapggrievances.nic.in.