Massive Penalties for Catering and Housekeeping Issues in Last Six Months
Key Points:
• Railways collects Rs 4.4 crore in fines from catering contractors
• 1,750 catering complaints result in Rs 25,000 penalty each
• 24/7 control room monitors passenger grievances through multiple channels
JAMSHEDPUR – Indian Railways has levied substantial penalties on contractors for service lapses in recent months.
The Railways’ quality control efforts have intensified recently. Moreover, the implementation of digital complaint systems has streamlined the process.
“Our focus is on ensuring top-quality service delivery,” states a senior railway official.
Meanwhile, passengers can now report issues through various channels. Furthermore, the response time has significantly improved.
Complaint Resolution System
The Rail Madad portal operates round-the-clock. Additionally, passengers can use the 139 helpline for immediate assistance.
On the other hand, social media monitoring has enhanced response efficiency. In fact, the average resolution time has decreased to under 24 hours.
Quality Control Measures
The heaviest fine of Rs 10 lakh targeted Dehradun Shatabdi services. Meanwhile, regular inspections now occur across all major routes.
Besides, the Railways conducts surprise checks at catering units. Moreover, third-party audits have been introduced for quality assurance.
“We maintain strict hygiene standards in our kitchens,” reports a catering supervisor.
