Railway Tackles Food Service Complaints with Surprise Checks

South East Railway Zone forms team to inspect pantry cars and eateries

South East Railway Zone orders surprise inspections of train and station food services after surge in passenger complaints on Rail Madad App.

JAMSHEDPUR – Passenger complaints prompt South East Railway to conduct surprise inspections of food services on trains and at stations.

The South East Railway Zone has launched a comprehensive initiative to address growing concerns over food services in its jurisdiction.

Passenger dissatisfaction, as evidenced by a sharp increase in complaints on the Rail Madad App, has spurred railway authorities into action.

A dedicated team of 25 commercial and catering officers has been assembled to conduct unannounced inspections.

These checks will encompass train pantry cars, station restaurants, food stalls, and base kitchens across the zone.

The inspection team, comprised of CCM, DCM, ACM, and CI officers, will be deployed from various stations and divisions including Tatanagar, Chakradharpur, Ranchi, Hatia, and Bokaro.

Their primary focus will be on assessing cleanliness standards, food and snack quality, and pricing practices.

Passenger feedback will also be actively solicited during these inspections to gain a more comprehensive understanding of the issues at hand.

Garden Reach headquarters has set a deadline of September 2 for the submission of inspection reports.

Officers have been instructed to update any identified deficiencies daily on a shared Google Sheet, including details of the inspected trains and stations.

This move comes in the wake of IRCTC taking over the management of pantry cars, station restaurants, and Jan Aahar canteens from Indian Railways.

Since this transition, there has been a noticeable uptick in catering-related grievances, particularly concerning food spoilage and overcharging both on trains and at stations.

Financial Implications and Future Plans

The Commerce and Catering Department has already taken punitive action, collecting fines exceeding one lakh rupees from non-compliant restaurants and stalls at Tatanagar station alone over the past three months.

Based on the findings of the ongoing investigation that commenced on August 27, the Railway Commercial Department is prepared to take stringent measures against errant operators.

These actions may include the potential cancellation of catering licenses for those found in serious violation of standards.

"We are committed to ensuring that passengers receive high-quality food services at fair prices," stated a senior railway official. "These surprise inspections will help us identify and rectify issues promptly."

In a related development, the long-closed Jan Aahar canteen at Tatanagar station is expected to resume operations soon.

The South East Railway Zone has issued a tender for its operation, aiming to restore this essential service for passengers.

However, challenges persist as a catering agency has declined to operate five stalls at the same station, raising concerns about potential closures by March next year if new operators are not found.

The train-side vending service at Tatanagar station also remains suspended, further highlighting the complexities of maintaining comprehensive food services for railway passengers.

As these initiatives unfold, railway authorities remain hopeful that their proactive approach will lead to significant improvements in food service quality and passenger satisfaction across the South East Railway Zone.