Indian Railway Public Complaint PDF

CI/CP-2/1.22 Public complaint and its disposal, Customer Care. Public Complaints Definitions: - When there is any deficiency in services / amenities provided or any inconvenience passenger, then complaint is lodged. It means Complaint is an allegation against Railway admini...

CI/CP-2/1.22 Public complaint and its disposal, Customer Care. Public Complaints Definitions: - When there is any deficiency in services / amenities provided or any inconvenience passenger, then complaint is lodged. It means Complaint is an allegation against Railway administration. General Causes for Complaints - 1. Theft of passenger luggage in train. 2. Entry of unauthorized passengers in passenger coaches. 3. Delay in running of trains. 4. Damage to booked luggage / parcels. 5. Improper cleanliness in trains and stations. 6. Dirty bed rolls in the trains. 7. Regarding settlement of claim. 8. Regarding corruption 9. Deficiency in catering service. 10. Discourteous/non cooperative /rude behaviour of commercial staff. 11. Inadequate facility of drinking water. 12. Improper functioning of electrical equipments. 13. Incorrect information and improper guidance provided to railway customers on enquiry. 14. Railway employees’ ignorance about rules. 15. Inadequacy in amenities provided to railway customers. 16. Accidents to passenger trains and improper disaster management in case of accidents. 17. Over charging the railway customers. 18. Not attending telephones in enquiry office. 19. Over carriage of parcels and luggage. 20. Gents travelling in ladies coach. Disposal of Complaints: 156  1. If a complaint is received about non-availability of water or non-functioning of lights/fans in coaches, to render assistance to the passengers, concerned employee should be informed immediately and the problem should be resolved. 2. If gents are traveling in ladies coach, they should be requested to leave the coach; otherwise assistance of the security personnel should be taken. 3. If reserved accommodation could not be made available to passengers, they should be helped. 4. It is the duty of railway employee to work according to rules, so that complaints do not arise. 5. Employee should always be vigilant on duty. Modes of lodging Complaints 1. Complaint and Suggestions Book. - Every organization needs Complaint and Suggestions Book because the employees of an organization cannot find deficiencies of the organisation; hence the complaints or suggestions are always welcomed. The complaint book is available at all the stations with Station Master, the guards and Conductors of all passenger trains, in refreshment rooms and in reservation offices. This is a numbered book with 3 foils of each number:- 1) Record 2) Passenger 3) Divisional office. The complaint should contain particulars of complainant like-name of Complainant, address, reason of complaint, signature etc. and it should be signed by Station Master. Efforts should be made to dispose-off the complaint immediately at the same time. Third foil should be sent to DCM office by first available train. The complaint books should be made available immediately to the passenger on demand, otherwise departmental action can be initiated against the railway employee. 2. Verbal 3. Through post 4. Through SMS 5. Through e-mail 6. Telephonic 7. Twitter 8. Assistance booth 9. Help line No. 10. Complaint cell. 11. Public representative 12. Public committee 13. CVC/vigilance/CBI 14. Railway Ministry 15. Direct contact with officers. 16. PIDPI 17. For security issues, passengers can directly call 182. 157  18. Railway passengers can also complaint by sending an SMS to +919717680982 Complaint Redressal Machinery – To redress public complaints, Public Grievance Redressal Machinery is functioning at the Railway Board, Zonal, and Divisional level. At Railway Board level, the work of this organisation is looked after by Executive Director (Public Grievances). At Zonal level, the chief of this organization is Additional General Manager. Any rail user can directly contact him on the first and third Friday. At Divisional level, the chief of this organization is Additional Divisional Railway Manager. Any rail user can contact him directly on every Friday. Any rail user can directly contact General Manager on the last Friday of the month. The time for contact is 15- 16 Hours. CPGRAMS – Centralized Public Grievance Redress and Monitoring System. This is a web based portal for complaint and grievances.. CPGRAMS portal (www.pgportal.gov.in) is created by Department of Administrative Reforms and Public Grievances.. It works for 24 x 7 Hours.. Citizens who wish to raise a complaint against any government Ministry or Department can raise a grievance at the official website.. Any complaint can be submitted to all departments of central and state government. All Indian citizens can lodge their complaints and grievances by log-in to www.pgportal.gov.in with provision for selecting password and giving e-mail ID to receive electronic acknowldgement. After submission of 158  complaint, a Unique Registration Number(URN) is issued.Current status of complaint can be traced with the help of URN.. Once you are registered, you can update the grievance form available online and follow it up until it is resolved completely.People can also check the status of their grievances and also the number of grievances pending and resolved on the same online portal.. There also is an option of reminders/clarifications, where one can find the newly received notifications or clarifications from higher Officials and Authorities.. Once a grievance is lodged online by any citizen, it is received by the Nodal Officer and then further forwarded to the concerned ministries or government departments/ Officer who are dealing with the fundamental functions linked with the grievance for redress under intimation to the complainant and quick actions to be taken against the grievance. Then the received grievance is addressed at the Board level 10. After compliance of the complaint if complainant is not satisfied then he can appeal further on the same portal and through same URN. 11. Following matters can not be entertained on CPGRAMS- i) The cases under judiciary or finalized by court. ii) Personal and family disputes iii) Cases under RTI act. iv) The matters which affect the security & Integrity of nation , Military sector, foreign relations of India etc. 12. Nodal‍Agencies‍Regulating‍the‍CPGRAM: The grievances of public are received at various points in the Government of India. There are primarily two designated nodal agencies in the Central Government handling these grievances. These agencies are:- (i) DARPG- Department of Administrative Reforms and Public Grievances , Ministry of Personnel, Public Grievances and Pensions (ii)‍DPG-‍Directorate of Public Grievances, Cabinet Secretariat. 13. Final Outcome of a Complaint For every grievance raised, there is an assessment done for each of them:. Examined at out Level: This notification implies that the assessment has been done on the Local Office. In this case, the Officials send an acknowledgement letter to the complainant.. No Action is Required: This specifies that the grievance raised has been rejected and the complainant is notified for the same in the acknowledgement letter along with a reason to reject it.. Taken up with Sub-Ordinate Organisation: The grievance will be forwarded to a single or multiple Sub- Ordinate Officials, based on the level of grievance raised. 14. CPGRAMS‍–Mechanism‍in‍Railway: 159  AGM is Nodal Authority of CPGRAMS at Zonal level. CPGRAMS functions vide PG Cell at Zonal level under control of AGM,and, Complaints/greivances forwarded though following channel are receieved:  DARPG  DPG  PMO  Cabinet Secretriate  Ministry of Railway-Railway Board  E-mail complaints to GM are also lodged & dealt in CPGRAMS. ) After receiving, the complaint /greivances are further forwarded online thorgh web portal to concerned department at HQ and Division level. The grievances are analysed/ redressed and feedback/remark from the concerned department are sentback to PG-Cell online throgh web portal. 15. Monitoring‍of‍Complaint‍&‍Redressal‍mechanism:‍ The redress is monitored on the web ortal itself at the Board level, both for timeline & quality. Customer care Customer care is the act of providing and delivering professional, helpful, high-quality assistance before, during, and after the customer’s requirements are met. Customer Care is the process of looking after customers to best ensure their satisfaction and delightful interaction with a business and its brand, goods and services. Customer care describes how people are treated when they interact with a brand, goods or service. Customer care is often confused with customer service, customer relations, customer success, and customer experience. However, these functions are distinctly different from one another. 160 Customer care is the process of building an emotional connection with your customers, whereas customer service is simply the advice or assistance your business provides them. Customer care is less quantifiable than customer service and is more concerned with one-to-one customer interactions. Customer Care can be simply defined as – “To identify the customer need, emotions and expectations, and to manage these things with best efforts for optimum level of customer satisfaction and respect”. Why Customer Care needed- Because, the importance of Customer in a business entity is always on top. Without respect and satisfaction of customers, no business entity can survive in the era of neck to neck competition. 1. It adds value to your product or service 2. It increases customer Retention and Recurring revenue 3. it Results in positive reviews and brand image 4. It boosts your employee's morale and reduces turnover Costs 5. It increases trust of Customers about product(Goods or services)/Brands. How to do customer care:‍ It’s a longer-term approach to taking care of a customer. You should listen to their needs, answer their questions, and offer the right solution. Customer care is more of supportive management, where procedures are pretty essential in encouraging responsiveness to your client’s needs. Of course, all with finding complementary methods to support the achievement of commercial goals. Behavioural Aspects for Customer care- following factors affect the Customer care: 1) First Impression 2) Personality development 3) Body Language 4) Self Confidence 5) Energize our communication skills 6) Make ideas clear 7) Attitude 8) Manage customer expectations 9) Gain willing co-operation 10) Diplomacy 11) Listening skill 12) Identify the problem & Complaint resolution 13) Stress management 14) Interpersonal competencies Customer Care and Customer Satisfaction in Railway: Passengers, consigners and consignee are the customers of railway as they provide revenue to railway. They expect for easy availability of ticket, confirm reservation, concession in fares and refunds as well as catering, passenger amenities and expeditious redressal of complaints and grievances. Similarly, consigners and consignee want privilege of smooth booking and delivery of their goods, luggage or parcel. Therefore, railway has to look after the ways of customer satisfaction through improvement in services. There are two types of Customer Satisfaction. i. Physical Satisfaction. ii. Mental satisfaction. 161 Indian Railway is a commercial organisation. It should be the prime motto or principle of every commercial organisation that every customer should get mental and physical satisfaction. The first object of Indian Railway is to serve and then earn the profit. The working of any organisation denotes the quality of organisation. The higher quality of service will lead to higher customer’s satisfaction. It is not enough to earn profit for the progress of any business, but it should be seen that quality services should be provided by which customer will get mental and physical satisfaction. If we are not satisfying our customer, the image of railway will be negative day by day. So, customer satisfaction is major part of our work.For the satisfaction of customer it is essential to follow the principles of Public Relations. It is essential to reach the passenger, their luggage, parcels, goods etc, as early as possible at destination safely. To improve the customer satisfaction, the following steps are taken by railway administration. 1. Running of more superfast Trains. 2. Weekly Trains are run on daily basis. 3. Tickets are issued by computerized system. 4. Provision of catering services. 5. Quick disposal of public Claims. 6. Quick disposal of public complaints. 7. Training of customer care to the commercial staff. Courtesy: - The meaning of courtesy is humble, manners and helpful behaviour. Courtesy is the relationship between good people courtesy is inherent in a human being since childhood otherwise due to his bad behaviour he will destroy his name as well as the name of the department and also of the Indian Railway. Indian Railway is the property of Indians. The main object of Railway is to serve people and then to earn profit Indian Railway sales transportation services. As such the business of railway is fully depend upon the co-operation of public. For getting the co-operation from the public the courteous behaviour of railway employees is essential. The “Conduct rules for Railway employees” are published by Railway Administration time to time. Some important conduct rules are as under- 1. Each employee should be present timely for duty. 2. He should be in proper uniform. Uniform should be neat and clean. 3. Name plate and badge should be on uniform. 4. The correct information should be given to the customer. 5. To satisfy the Railway users and solve their complaints and grievances. 6. Senior employees must create a good example for junior railway employee. 162