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| Circular number | Commercial Circular No. 41 of 2004 |
|---|---|
| File number | No. 2004/TG.II/02/CB/2/SC |
| Type | Commercial Circular |
| Topic | ticket-checking |
| Currency | Historical — likely superseded |
| Official PDF | indianrailways.gov.in |
Availability of complaint books at railway stations, trains etc. and | disposal of public complaints. ‘Suggestion ond Complaint Boxest should be kept at suitable |
Government of India
Ministry of Railways
(Railway Board) |
No. 2004/TG.II/02/CB/2/SC New Dethi, dt.§ .11.2004
The Chief Commercial Manager,
All Zona} Railways.
(Commercial Circular No.4] ) ? दि
Sub : Availability of complaint books at railway stations, trains etc. and
| disposal of public complaints. .
ie
ra . |
a Instructions regarding the availability of complaint books at the railway
ia stations, trains etc., and the disposal of public complaints was issued vide
Board’s letter No. 85/TG.II/1002/1 dt. 1.9.1992. These instructions were
- yeiterated vide Board’s letter No. 85/TG.1I/1002/1 dt. 18.4.2002 (copy enclosed)
stating that the same may be reiterated to all concerned for strict compliance. It
has, however, been noticed that a number of complaints are being received
regarding non-availability of complaint books. The matter was also raised by
Standing Committee on Railways and Department of Administrative Reforms
and Public Grievances.
Board, therefore, desired that these instructions may be reiterated to all
concerned to ensure strict compliance of the same.
Please acknowledge receipt.
DA: As above.
sgt! (८...
(Ravinesh Kumar)
pct rageepnnnneren | . Go Traffic Commercial(G)
{ te weeree Railway Board.
iho ait wel
‘
ae
a ५, AD 7OUGII/1002/Policy _ dated 3.4.70
cS ii} esTar1/1002/1 ee dated 10,2.86
की... B5TGII/1002/1 - .. . dated 16.2,88
iv, g5TG11/1062/1 deted 1344.83
he 85TGI1/1002/% + dated 18.7468
Ww 4G 64 TG-11/1002/46/PAC dated 278.91.
* * दर” 89फ6771/1002/7 .... dated 31-12-9176:
5 mai L/express trains » coach attendents of AG first class
ret referred to above rezerding, provision of compleint books at
- in the refreshmént: rooms end in important: goods sheds. rn
Gomputérised reservation offices Tooeted away from the
aa oA लि
COVERNMENT OF पदक (BHARAT SARKAR) ‘ ‘
MINISTRY OF RAILWAYS (RAIL HANTRALA YA 7
. ARATLWAY BOARD ;
“No. 85-TGII/1002/1s New Delhi, Ate, | «G92
. The General Managers (Comml.),
cgatral Railway, Bombey,
Eastern Railway, Calcutta. द
Northern Railway, New Delhi,
- North Bestern Railways Gorakhpur
Northeast Frontier Railway, Guwahati.
Southern Railway, Madras: न
South. Central Railway, Secunderahad.
South Eastern Railway; @alcutta.
Western Railway, Bombay:
subs~ Availability of complaint books at
Réilway Stations, treins, etc. and
disposal of public complaints.
Instructions have been issued vide Board's Letters
stations and on trains, etc, and action for disposel of
‘complaints recorded therein. Some cases of these we
instructions not being followed have come to the Board's ;
notice. As such the extant instructions ere bei ng
reiterated for strict comliance py all concerned. , yoo
oe... Com Laint books should be provided at ellisce>
८४०55 with the Station Mooters/AssistantyStation Masters.
train, it should be provided with the guerd of: ell, passenger
carrying trains except guburban treins, conduc tons of, all.
» coaches and in the pantry cers... Complaint book ‘should @150°
be kept with the Chief Reservation Supervisor:.at the ;
~ station, and in the divisional end the Zonal-Headguarter
. offices 7 ~ दि . दर न की ‘ve “oS प्र woe
“-- Gonplaint book should be kept at a place: which is
easily. accessible to the public and 4s location should pe
indicated by notice boards or pictogrems displayed कि
conspicuously et prominen® places such as platforms, waiting
+« 2/~
~ {should
oe en
hell/room et the stetion, etc. A suit-ble signboard/
prictograt/also be exhibited at the place. where the complcint
book is actually kept. . The compleint books should be chained
‘to the wall or to the desk by means of a chain, ring or lock.
Notices should also be exhibited in First AC coaches
and in the compartments indicating the availability of the
complaint book with the coach attendant and the guard
respectively. . .
० A suitable para should be inserted prominently in the
\Pime Table of each railway indiceting where the compleint
Books are kepte . ; +
Complaint books placed et stations,
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