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| Circular number | Commercial Circular No. 45 of 2006 |
|---|---|
| Type | Commercial Circular |
| Topic | catering |
| Official PDF | indianrailways.gov.in |
‘1,1 Suo mote action should be taken by IRCTC on these complaints and details of the
ay GOVERNMENT OF INDIA / BHARAT SARKAR
MINISTRY OF RAILWAYS / RAD, MANTRALAYA
(RAILWAY BOARD)
No.2006/TG I1/628/2 ' चिट 5, 2006
General Managers / All Indian Raihvays
Managing Director / IRCFC FJ ——— mo - oo meee न
(Commercial Circular No. 45 of 2006)
Sub; Monitoring of Complaints for catering services
Catering {and later on-board services -- OBS) in most of the trains and on the static units
on Zonal Railways have been transferred to IRCTC. In order to provide good quality of service
to the customers, i is important that pro-active and effective complaints redressa! mechanism
be put in place. For this purpose, the following system be implemented
1.1. IRCTC should set up a Complaint Monitoring Cell in the corporate office and im al!
. its Zonal and regional! offices.
, 22 Complaints are also received by the Station Masters at the stations in the Complaint
. ' Book,In the divisional office, in the zonal office as welj as in Railway Board. Further,
ं complaints are received by way of direct complaint in various public forums like
DRUCC, ZRUCC ete )
1.3 All the complaints received by any of the Railway units and maintained in the Railway
system should be channelised to IRCTC.
. 1.4 The Complaints / Suggestion Book should always be available with all the static and
‘ mobile units and with all catering supervisers on the trains
1.5 There should be an e-mail address on which aj! complaints be received from the
= — eo ee अ
ter जन्दासद्ध | T#illways and from passengers in IRCTC
ie ie, LG Following are the e-mail ids for various offices of IRCTC:
Corporate Office : [email removed]
___.dNorth Zone [email removed]
[email removed]
careircte_ w2@rediffmai].com
5
Fr
§
. South Central Zone
[email removed]
¢ > “th? - Siniilarly ther? are‘lot of deficiencies in the services like non-attachment of pantry cars —
as well as improper working of hot cases or other pantry equipments, problems
regarding lights / fans, late placement of the rake etc. IRCTC will advise Zonal
Railways in respect of these deficiencies on collecting feedback from passengers
The DRMs should rectify these defects immediatels —jexs
ea eee ee — ee oe किणाणाण
adorn | Fe
. COMPLAINTS REDRESSAL MECHANISM
‘1,1 Suo mote action should be taken by IRCTC on these complaints and details of the
x complaints and action taken on them should be maintained. The complaints database
and action thereon should be part of yearly MOU signed between IR and IRCTC 7
12 Wherever on-board services are provided by IRCTC, then the deficiencies in the
amenities in the coach or in pantry cars / mini pantries for electrical problems including
non-cleaning of bathrooms and chaches and window panes in the washing lines will be
advised periodically to the respective divisions for taking corrective action. The pantry
car incharge or supervisor on the train will hand over the list to CDO & Electrical
Foreman who should rectify the deficiencies in the washing line so that in the next inp
there is no complaint from the passengers
Further feedback will be given for unauthorized vending in order to curb it, Here also
the Zonal Railways will take corrective action
13 IRCTC should also nominate catering inspectors who are now in charge of specific
_-.. . Units for monitoring quality and handling of complaints.
HI. INSPECTIONS / QUALITY CHECKS
1.1 Endeavour should be made so that all catering services including those operated by
small licensees should be ISO Certified. The ISO Certification as well as compliances
etc, should be checked frequently
12 The commercial officers in the divisions as well as Railway zones as well as DRMs and
GMs should inspect the catering units and they will endorse 2 copy of the inspection
notes to the officers of IRCTC for necessary action. On the suggestions of Railway
officers, IRCTC should take suiteble action against the defaulting staff or suitable fine
or stringent action like termination of contract of the licensee as the case may be. After
taking the
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