The Mysuru Division of the South Western Railways proposes to establish a grievance redressal mechanism to resolve passenger complaints.
The current practice is passengers give the complaint in writing or put it down in the complaint book at railway stations though they are rarely followed up. The move to establish a grievance redressing mechanism stems from extensive interaction with passengers by officials during the Customer Facilitation Fortnight, said Rajkumar Lal, Divisional Railway Manager.
The plan is to have direct interaction with complainants and provide them a platform to air their grievances, he said.
Speaking to presspersons on Tuesday, Mr. Lal said the fortnight was held from May 26 to June 9 with the objective of connecting with passengers for effective delivery of various services.
The bulk of the complaint pertained to cleanliness of coaches. Based on the interaction, the division has chalked out a comprehensive action plan for implementation of passenger amenities, Mr. Lal said.
Arrival-departure time
“The problem arises in case of certain trains whose arrival and departure are so closely fixed that they do not get ample time for secondary maintenance. Hence, we will suggest that the departure of trains be scheduled with a gap of two hours to facilitate cleaning and maintenance,” he said.
The division has also been approved passenger amenities work worth Rs. 80 crore, which will be utilised to extend existing platforms, provide platform shelters, improve approach roads, construct toilets, install electronic display system, drinking water facility, and road under bridge among others.
Besides, Rs. 2 crore has been sanctioned for the modernisation of Mysuru station. An AC lounge complete with food and beverages, Wi-Fi and other facilities have been proposed at Mysuru, Shivamogga and Davangere.
In view of the growing demand for container facility by industrialists, the same has been proposed at Nanjangud and would be referred to the Container Corporation of India. Mr. Lal said this would provide rail and road services to the port and benefit export units.
