Railways launch complaint management system

KOLKATA: Prodded by the Comptroller and Auditor General's (CAG) report on lack of amenities for passengers, the Indian Railways has finally come up with a web-based complaint receiving system for immediate redressal of grievances. The Indian Railway Complaint Management System (IRCMS) has become operational and passengers can lodge complaints about services provided by zonal railways by sending SMSs to +919717630982.

They can also lodge their complaints on the prescribed web-based format at the webpage: http://customercare.indianrailways.gov.in/criscm/common/complaint_registration.seam. A complaints and suggestions page appears and passengers simply have to fill-up the fields mentioned. Complaints can be lodged against specific employees by name.

"This has opened a new chapter in the area of prompt disposal of grievances of rail users. Eastern Railway passengers can now make full use of this facility to register their complaints or suggestions. This was a long standing demand of passengers," an ER official in Kolkata said.

With speculation rife about a passenger fare hike in the forthcoming Railway Budget, efforts are being made to improve amenities. A lot of stress has been laid on cleanliness. In Kolkata, both R K Gupta, general manager, ER and Radhey Shyam, general manager, SER, have carried out inspections at stations and other railway premises and instructed officials to maintain cleanliness.