(a) the criteria laid down for providing different passenger facilities at railway stations and
in trains;
(b) the system of monitoring the passenger facilities/ amenities at railway stations/trains;
(c) whether any complaints / requests have been received by the Railways for the provision of
passenger facilities at various stations and in trains during the last one year;
(d) if so, the details thereof, zone-wise; and
(e) the action taken by the Government thereon?
MINISTER OF STATE IN THE MINISTRY OF RAILWAYS(SHRI K. H. MUNIYAPPA)
(a): Railway stations have been classified into seven categories (‘A-1’ to ‘F’) based on the
earnings from passenger traffic and facilities at stations are provided as per norms laid down
for each category of station.
Facilities and amenities in passenger coaches are provided in accordance with laid down norms for
different classes of coaches on Indian Railways.
(b): Monitoring of provision and maintenance of amenities at stations and trains is done by
Additional General Managers (Zonal Level) and Additional Divisional Railway Managers (Divisional
Level). Service Improvement Groups at various levels are formed to inspect amenities
and take remedial measures for rectifying deficiencies/shortcomings in passenger
amenities. Moreover, review of existing passenger amenities at stations is done annually over
all Zonal Railways.
(c) to (e): A large number of requests/suggestions/complaints are received at various levels
from the general public and people’s representatives for provision of additional facilities at
different stations and in trains. Action is taken on such requests at various levels. Details
of complaints relating to some of the passenger facilities like working of enquiry offices,
non-availability of water, maintenance/cleanliness of coaches and mal-functioning of electrical
equipments during 2008-09, Railway-wise are as under:
Railway No. of Complaints Railway No. of Complaints
Central 595 Southern 311
Eastern 171 South Central 159
East Central 161 South Eastern 122
East Coast 362 Southeast Central 140
Northern 818 South Western 48
North Central 183 Western 554
North Eastern 119 West Central 117
Northeast Frontier 88 Total 4055
North Western 107