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| Type | Commercial Circular |
|---|---|
| Topic | general |
Address your complaints to: The Chairman, Public Grievances, Additional Divisional
3 PUBLIC GRIEVANCE REDRESSAL MACHINERY If you have a grievance regarding any aspect of train journey we are here to LISTEN… and ACT. What is the Public Grievances Redressal Machinery ? Being a customer oriented establishment, Southern Railway has its own Public Grievances Redressal Machinery, which has been constituted to receive process and take remedial action on all complaints received from passengers. Heading this organisation is the Director, Public Grievances, who is also the Additional General Manager. Assisting him is the Joint Director/Public Grievances, at the Zonal Headquarters level at Chennai. To ensure smooth functioning of the Public Grievances Redressal Machinery at the Divisional level, each of the five Divisional Headquarters of Southern Railway has a Chairman heading the Public Grievance Unit, who is also the Additional Divisional Railway Manager. How to lodge a complaint ? 1. Your can record it in the Complaints Book available at all stations. You can also find the Complaint book at : Out Agencies Parcel Offices Town Booking Offices Enquiry /Reservation Offices Major Goods Sheds Refreshment Rooms These are also available on trains: In Pantry Cars, Air Conditioned First Class Coaches and with Train Superintendents and Guards of all passenger carrying trains, excluding Suburban trains. 2. The system of lodging a complaint at major Railway stations over Southern Railway has been computerized. This facilitates faster communication and quicker solutions to the problems of the Rail user. The computers installed at various locations are interconnected with the Divisional and Zonal Headquarters. 3. The e-mail address of the Public Grievances Cell is: ddpg@sr.railnet.gov.in You can mail your complaint to: Sri .ARUNKUMAR CHAIRMAN, Public Grievances Additional Divisional Manager Chennai Division, Southern Railway Divisional Office Park Town, Chennai - 600 003. Ph.044-25358131 4. You can fax your complaint to 044-25341225. 5. You can write to the Divisional Headquarters Offices of Southern Railway. These offices are at Chennai , Palghat, Thiruvananthapuram, Tiruchchirappalli and Madurai. Address your complaints to: The Chairman, Public Grievances, Additional Divisional Railway Manager at the respective Divisional Headquarters. 6. You can personally meet the Public Grievances Officials. Director, Public Grievances On the first and third Friday of each month between 15.00 and 17.00 hrs. Joint Director, Public Grievances During office hours on all working days at Southern Railway Headquarters Office, Park Town, Chennai. Additional Divisional Railway Manager /Divisional Commercial Manager Every Friday between 15.00 and 17.00 hrs. at the Divisional Offices. Lodging a complaint. Does it really help? Yes, of course ! Every complaint received is registered, acknowledged and responded to, promptly. A detailed investigation is done before the complainant is addressed. You can be rest assured that corrective action will be taken on your complaint. This will not only help you, but also prevent recurrence of such lapses. In the process, the Public Grievances Redressal Machinery acts as a Response System, giving us feedback to help us serve you better. SOUTHERN RAILWAY WEBSITE Passengers can also lodge their complaints and make suggestions through the Southern Railway Website. Information on Special trains, latest Rules etc. are also furnished and updated from time to time. Southern Railway Website address is: www.sr.indianrailways.gov.in
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