Functioning of Public Grievances Redressal Machinery on Guntakal division.
I.Complaint Handling Policy:
At divisional level complaints are directly handled by Additional Divisional Railway Manager who is also the Divisional Director of Public Grievances.
Complaint: A complaint gets precipitated when the system fails to deliver the guaranteed services to its customers. Otherwise a complaint is dissatisfaction note of the system on the failure of services assured to them.
Source of Complaints:
1.Direct way of reporting a complaint is by recording in complaint book provided at various places in station like with SM on duty, Parcel Office, Booking Office, Goods Shed and Catering units etc.
2.While on train, a complaint can be recorded with Guard, COR (TTE) and Pantry Manager. All these people are supplied with complaint books.
3.Complaints can also made by way of
(b)Complaints can be referred to headquarters, other divisions and by other railways.
5.E-mail complaints: These complaints are mailed directly to respective dealing officers’ e-mail addresses who’s IDs are notified in Time Table.
6.Twitter Complaints: Complaints can be made through twitter to @RailMinIndia, @SCRailwayIndia, @Gmscrailway and @drmgtl.
Immediate action is being taken duly advising to concerned staff/Departments.
Disposal of Complaints:
1.Most of the complaints are received through complaint books. These complaints are disposed based on the explanations of staff and remarks of station master.
2.In all other cases viz. the complaints received from Headquarters, other divisions and other railways, complaints are disposed by way of enquiring the connected staff or calling for remarks from concerned Branch Officers.
3.In case of complaints where serious misbehavior or large corruption is alleged, confronted enquiries are ordered.
4.While replying to every complaint /grievance, the suffering of passenger is taken into account and replied after attending to the grievance duly taking steps against its recurrence.
5.At times complaints are heard directly. In the very presence of complainants connected staff are counseled duly assuring of corrective action.
6.After attending to every aspect of the grievance, the complainants are replied.
7.Complaints appearing in press are also attended on priority.
II.Various avenues available for redressal of grievances:
On Train:Passengers for redressal of their grievances may contact TTE, RPF/GRP or Guard of the train.
At Stations:Passengers for redressal of their grievances may contact Station Master, Assistance booths set up by TCs, RPF or GRP.
At Divisional Level: Traveling public may contact ADRM or any Commercial Officer for redressal of their grievances.
Special Monitoring Cells:S.C. Railway has set up Special Monitoring Cells to provide better Railway Services.
TheseSpecial Monitoring Cells have been set up at S.C. Railway headquarters and Divisional headquarters.
Problems related to Catering, Passenger Amenities, Cleanliness and late running of trains can be reported to the nominated officers of these monitoring cells whose contact numbers are displayed at all important stations and Time Table from time to time. ADRM will be the nodal officer at Divisional Level.
SMS based Passengers Complaints and Suggestions System (SPCSS)
A unique number 8121281212 is given to passengers for sending their complaints/suggestions through SMS. These complaints/suggestions get stored in CCMs server. Headquarters’ Commercial Controller will filter these complaints/suggestions and will be directing them to respective divisions/departments on line.
These complaints will be received by Commercial controller in the divisions and he will sendthem to respective branches for immediate action on line and will be dealt by ADRM.
1.Passenger will transmit his complaint by SMS through 8121281212.
2.It directly gets stored in CCMs server.
3.Hqtrs. Commercial controller will sort out these complaints and sends them online to divisions/departments.
1.These complaints are received by Commercial controller in the division and he will be transmitting these complaints to respective branches on line.
2.Dealers in the branches will have to get the remarks quickly and send it on line for ADRM approval.
3.ADRM may approve as it is or can modify it and then press OK button and reply is reached to passenger and the complaint gets closed.
All this exercise will have to be completed within 24 hours.
GM/S.C. Railway had commissioned this SMS based Passenger Complaint and Suggestion System (SPCSS) on 08.02.2010.