PUBLIC GRIEVANCES

In South Central Railway, the Public Grievances Machinery is headed by Director of Public Grievances who is also the Additional General Manager, South Central Railway. The Public Grievances Redressal Machinery of South Central Railway is a two-tier structure Zonal and Divisional. 

General Public can meet Director of Public Grievances on every Wednesday between 15..00 hrs to 17.00 hrs and Secretary/ Public Grievances  on all working days during office hours.

          At the Zonal level, the Director is assisted by a number of Officers from the Commercial and Personnel departments.  The function of the Zonal level administration is to frame the policies, procedures of dealing with the public grievances.  It also monitors the redressal of the grievances for the entire railway.  At Zonal level a Public Grievances Cell is available which is headed by Secretary/Public Grievances and  assisted by a set of Inspectors.

          At the Divisional level, the Public Grievances Redressal Machinery is headed by the Additional Divisional Railway Manager (ADRM), and assisted by Officers of various departments in the division.  There is a Public Grievances Cell under the ADRM manned by Inspectors.  The functions of the Divisional level Public Grievances Redressal Machinery is to redress the grievances received.  These grievances may be from the general public or from the railway staff.  The grievances that are received by the divisions are redressed by the divisions themselves and in case where policy matters are involved, are referred to the Zonal level Public Grievances setup for further disposal. 

            For registering grievances, Complaint Registers are available at Railway Stations, Reservation Offices, Booking Offices, Pantry Cars and in trains.  These complaints are forwarded to the ADRM/Public grievance cell on the same day the complaint is lodged.  Complaints can also be mailed to the Officers whose addresses are mentioned below. Every complaint received is registered , acknowledged and responded to, promptly. A detailed investigation is done before the complainant is addressed. In addition, the reply to the complaint is also pasted on the reverse of the page in the Complaint register. As a check,  whenever any Officer goes on an inspection, the Complaints Registers are inspected and any grievance that has not been redressed, is immediately brought to the notice of the concerned Officer for immediate action.

        The names and address of the Officers dealing with the Public Grievances at Zonal and Divisional levels are given below.