Central Railway introduces complaint cell for passengers

The Railway Protection Force (RPF) has for the first time set up a ‘complaint cell’ and introduced ‘passenger feedback forms’ for Central Railway passengers, though on an experimental basis.  

“We have taken this initiative to bridge the communication gap between commuters and the Railways. Since its introduction, we have received a good response from the passengers,” said inspector general BS Sidhu, who is also the chief security commissioner of Central Railway.

Sidhu said that telephone numbers of the complaint cell were prominently displayed at all railway stations. “All complaints registered at this cell are seriously looked into. Special attention has been given to complaints made by women commuters,” added Sidhu.

Citing an example, Sidhu said that RPF officers apprehended and prosecuted three eve-teasers travelling in the compartment next to the ladies first class compartment. The officers, in this case, acted on a complaint registered by a woman commuter from Dombivili. The complaint cell has so far received 14 complaints from passengers.

RPF personnel have been distributing the passenger feedback forms to passengers alighting from the long distance trains at CST, Dadar, Thane, Kalyan, Pune, Daund.