No official Railway Board PDF has been traced for this entry yet. The text below was read from the document held in the library.
| Type | Commercial Circular |
|---|---|
| Topic | reservation |
| Currency | Currency not verified |
Train Complaint Station Complaint Track Complaint Suggestions
re Public Grievances PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) • Any lapse in the service provided results in public complaints. • PGRM was started in the year 1985 – to reduce the complaints – to find the root causes of complaints – To eliminate them • PGRM was set up in railways at 3 levels. – Railway Board level – Zonal level – Divisional level PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) Railway board level: • ED/PG • Comprises of Director General (HR), Director (Efficiency Bureau), Director (Public Relations), Nominee of DP & AR and Secretary of RB. • Complaints made at RB are referred to the zone. • The zone makes all enquiries and submits report to RB. • Reply to the party is given by the RB. • Action will be taken as per the directions of RB PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) Zonal level: • Additional General Manager is the director of PGRM at zonal level • Comprises of AGM, SDGM, CPRO, PCCM, PCME,PCEE etc • Complaints made at zonal level are referred to the division. • The division makes all the enquiries and submits report to the zonal HQ. • Reply to the party is given by zonal headquarters. • Action will be taken as per the directions of the zonal HQs. PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) Divisional level: • Additional Divisional Railway Manager is the head of PGRM at zonal level assisted by officers of various departments. • Comprises of ADRM, Sr.DOM, Sr.DCM, Sr.DME,Sr.DEE etc. • Complaints made at divisional level are taken up by the division. • The division makes all the enquiries and takes action. • Reply to the party is given by the division. PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) Reasons for Public Complaints: • Improper information; • Over Charging; • Late running of trains; • Improper cleanliness at Stations and in Trains; • Rude behaviour; • Inadequacy in Amenities; • Over Carriage of Consignments; • Unauthorized Persons travelling in Reserve Coach • Gents travelling in Ladies Compartment; • Damage to Consignment etc., PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) Lodging of complaints: – Complaint books – Complaint boxes /Assistance booths – Directly addressed to officers – e mail – Twitter – Facebook – Call and SMS to 139 – Call to 138 – Rail MADAD (Mobile Application for Desired Assistance During travel) PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) Time limit for disposal: – Divisional level - 1 week – Zonal level - 15 days – Railway board level - 1 month PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) Disposal of complaints made through complaint books at stations: • Complaint book is machine numbered. • Each form is in 3 foils namely, Record, Party, Office Copy (ADRM). • Prepared through carbon process. • Party should write ticket number and address. PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) Disposal of complaints made through complaint books at stations: • Party foil is given to the party. • The action taken by SM is written in the columns. • The complaint is repeated to commercial controller through phone immediately. • Office copy (ADRM) is sent immediately. PUBLIC GRIEVANCE REDRESSAL MACHINERY (PGRM) Disposal of complaints made through complaint books at stations: • Complaints inspector will process the complaint. • If necessary inquiry will be conducted. • Staff found at fault will be taken up as per rules. • The action taken by railways is informed to the party. Review & Follow up Action • Periodical meetings should be conducted at all levels to review the functioning of PGRM. • Emphasis should be laid on courteous behaviour. • Critical areas where attention needed should be discussed in detail. • Care should be taken against the recurrence of same kinds of reasons for complaints. • HR should be educated in courteous behavior /customer relations etc. through workshops/ seminars
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