(a) whether a 24x7 complaint resolution mechanism has been put in place to address grievances related to Railways and if so, the details thereof;
(b) the number of complaints/grievances received in the past three years; and
(c) the number of resolved and unresolved complaints alongwith the reasons therefor?
MINISTER OF STATE IN THE MINISTRY OF RAILWAYS
(SHRI RAJEN GOHAIN)
(a) to (c): Yes, Madam. 24x7 complaint resolution mechanism exists on Indian Railways namely, ‘May I Help You’ booths/counters at stations, All India Helpline No. 138 & 182, Complaint Management System (COMS), Centralised Public Grievance Redress and Monitoring System (CPGRAMS), Social Media, etc. A large number of complaints are received through these channels which are forwarded to the concerned Railway Authority for prompt and speedy resolution.
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