PUBLIC GRIEVANCES REDRESSAL MACHINERY (PGRM)

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Summary

# 4.Lodging of Public complaints Complaints can be made at various modes.

Text of the circular

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# PUBLIC GRIEVANCES REDRESSAL MACHINERY (PGRM)
PUBLIC COMPALINTS –
RAIL MADAD

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# INTRODUCTION
What is Public Complaint?
What is PGRM? How it is functioning ?
Main causes of Public Complaints ?
What is “Public Complaint cum Appreciation Book”
Disposal of Public Complaints.
How Pubic complaints are dealt ?
Online Portal /Mode of Public Complaint: RAIL MADAD

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# 1.What is PGRM ?

 Indian Railways, being the single largest transportation provider in the country.
IR started an organization called 'Public Grievances Redressal Machinery' (PGRM)
To effectively deal with the public complaints.

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#
 On the recommendations of the then prime minister late Sri. Rajiv Gandhi ji.
This PGRM was formulated in 1985.

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# 2.Objectives of PGRM
It was established not only to redress the complaints but also to find the root causes of complaints and eliminate them.

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# 3.Various levels of  PGRM over I.R
PGRM was set up in railways at 3 levels.
1. Railway Board level
2. Zonal level &
3. Divisional level.

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# (I).PGRM at Railway board level

1. Comprises of Member Staff, Director (Efficiency Bureau), Director of Public Relations, Nominee of the DP & AR (Department of personal & Administrative Reforms) and Secretary of the Railway Board.
2. All complaints addressed to railway board are referred to the concerned zone.

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# PGRM at Railway board level (Conti.)
3. The zonal railway makes all the enquiries and submits report to railway board.
4. Reply to the party is given by the railway board.
5. Action will be initiated as per the directions of the board.

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# (II).PGRM at Zonal level

1. Additional General Manager (AGM) is the director of PGRM at zonal level,
Comprising of CPRO, CME, CEE & any other nominated officers.
2. All complaints addressed at zonal level are referred to the concerned division.

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# PGRM at Zonal level  (Cont..)
3. The division makes all the enquiries and submits report to the zonal headquarters.
4. Reply to the party is given by zonal headquarters.
5. Action will be initiated as per the directions of the zonal headquarters.

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# (III).PGRM at Divisional level

1. Additional Divisional Railway Manager (ADRM) is the head of PGRM at Divisional level comprising of DMO, DME, DEE & any other nominated officers.
2. All complaints made at divisional level are taken up by the division concerned.

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# (III).PGRM at Divisional level (Cont.)
3. The division makes all the enquiries and initiates action as required.  4. Reply to the party is given by the concerned division.
5. In case of requirement, assistance / clarifications are sought from the concerned zone.

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# 4.Lodging of Public complaintsComplaints can be made at various modes.

 Two modes: Off line & Online.
1. Complaint books which are available with Station Master, Guard, Train Superintendents, and in Goods sheds, Parcel offices, catering units etc.
2. Complaint boxes provided at all important stations.

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#
3. Assistance booths provided at major stations for on the spot redressal of grievances.
4. Complaints can be directly addressed to DRM / GM / Railway Board / Minister of Railways or any other nominated officer through letters/Telephone/SMS/emails/ Twitter etc.

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#

5. Public can meet the concerned officers personally for redressal of the complaints.
6. Help line number: 139.
139:All India One integrated helpline No.

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# 5.Time limit prescribed for Redressal:
1. Divisional level  - 1 week
2. Zonal level   - 15 days
3. Rai

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Related circulars

• Related: Document from G BALAJI(2)
• Related: PG CELL
• Related: ER PGRMS
• Related: rules ( 1) & (2) of rules 13 & rules 14,16,17 & 18 subject to filing of on line TDR & wherever…
• Related: rule (2), (3), (4), (5), (6) and (7) 2

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