Computerisation of complai uterisation

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Summary

Computerisation of complai uterisation 7) ngp_ngp_.cr Office of Deputy Station Manager (Commercial), Nagpur

Text of the circular

GOVERNMENT OF INDIA
MINISTRY OF RAILWAYS
(RAILWAY BOARD)
yaw ¥ NO. 96/TGII/10002/M CELL/N/PT - 28:4,99..,
थी os wee ‘ कि
ay
TO |
ALL CCMs कि ‘ Comm, Cuvict wlan No. 8
ZONAL RAILWAYS : कि

Sub: Computerisation of complai uterisation

of com laints ~ Procedure Order -~ Procedure Orde

t

Please find enclosed herewith the instru
for handling of complaints, This has bec
complaints, This Procedure Order shoul

Cctions and the Procedure Order
ome inevitable due to computerisation of
d be implemented on all the locations.

Please acknowledge the receipt of this letter.

—— ” (Dr.P.K. Goel)

se aan | Executive Director Passenger Marketing

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1 ] पाला पै लगा soem meee
r RETO UH ment
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Procedure Order for handling of the complaints and deficiencies after
computerisation
(All units where computerisation has been done)

1, INFRASTRUCTURE AND ORGANISATION

fossa

4.1. There are four basic units which receive the complaints. These are न

1. Stations,

2. ' Divisions

3. Zonal Headquarters
4. Railway Board.

4

1.2 In Railway Board the complaint computers have been installed in TGell
section. | 7 ,

न 3. dn Zonal Railway these have been provided with CCM/PS with
ACM/Compiaints who is the controlling officer | ,

1.4. In.the Divisions, PC should be installed in Sr.DCM office and Complaint
Cell should be the nodal agency.

1.5. At‘A’ class stations the PC. with a separate telephone should be installed
with Dy.SS(Comm) wherever such posts exist. |

4.6 For those stations where only one PC has been procured for Smart/Globai

Enquiry Package as well'as for complaints this PC should be installed at

Face to Face Enquiry counter. Here also, if is necessary to connect a

separate P&T telephane and the modem.

1.7 At present connectivity has been provided through NLC. Later on, this

should switch to RAILNET.

nN

REGISTRATION OF COMPLAINTS

2.1 All complaints received will be entered into.the PC. The registration of the
complaint should be done in enclosed proforma (Annexure ‘A’) which -
should be printed and should be kept in the booklet form in the office of

0५.55.

डे
i

Same proforma should be available at all other complaint registering
points whether it is refreshment room or parce office or goods office or
ASM office, ete | ,

2.3 Once in a day the book from those locations should be brought to the
computer and all complaints should be entered into the computer,

2.4 Complaints received in Railway Board, Zonal offices or divisional offices

also should be entered into the computer. At later stage, scanner can also Sais
be procured to reduce the work load for entering the complaint.

3.  . PROCESSING OF COMPLAINT

After the complaint has been registered into the computer, three possibilities

arise — |

fovea,

Fa.

ef
हि
रे att

yy
पर,

oO 4

sf

if othe complaint is racuired to be enquired into by the

ifthe action is requlrad te ba tasen by loon supervisor for rectification of
the detect or inilintion al दाग, a Jol Card should be got printed by the
sysiom and the. samo. should ‘be handedover to the respective
ह avartimantal supervisors for action and feadbeck from him should be

taken and entered inta the PC.

&

Sunorvisorfinspactor, in such a.case the complaint should be transmitted

tea ihe divisional office. tn the divisional office a Job Card for action

shoud be printed and the same should. be handedover to the

PI
डा
ta
=
न
>
“i

tomelainis for cenducting enquiry and fixing the resporisibility, iio

snow give feedback to the Complaint Cell in the divisional office for

हा
बी ला +

11090] infermation, Ths on should be transmitted to the complaint.

“ pene etyyte ०७ pick
CCHS TSG UPA.

if (ne -coraplaint periains to sone other civision/Station, in inis case the

- comolaint should be transmuted to the concerned division/Station by e-

e

Hi for iaking necessary action. Tlowever, orgie! record must be kapt at

ine forwarding locstos

१०८

‘

rhe e-rail ress with THONET for stations, divisions, Zo

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