New Delhi, Aug 27 (PTI) Complaints raised by passengers on the Rail Madad application should be directly forwarded by the system to train escorting staff for quick resolution, the Railway Ministry has directed all its zones.
They have also been instructed to register details of all such staff in the internal digital system along with their working shifts.
“During live monitoring of Rail Madad complaints, it is observed that complaints lodged by passengers are often not reaching the escorting staff concerned within the required time, resulting in avoidable delays in attending to complaints,” the ministry said in a letter dated August 24, addressed to all railway zones.
It further stated that if the details of the staff are duly updated against the relevant train/coach, Rail Madad complaints can be immediately intimated through the software directly to them.
“The escorting staff can then attend to the complaint promptly while the train is in service, thereby substantially reducing response time and preventing breach of SLA (Service Level Agreement),” the letter added.
According to the ministry, in many cases, details of the escorting staff are not entered or updated in the internal digital system (Rail Care/CMM), due to which Rail Madad complaints are first forwarded to the Divisional Control Office, which then contacts the escorting staff for necessary action.
“This additional communication step causes avoidable delay in attending to the passenger’s complaint,” the ministry said.
Officials said that the involvement of Divisional Control creates an additional communication step and consequently delays the response.
“If a passenger raises a complaint regarding a non-functioning air-conditioning system in a coach on Rail Madad, the complaint will be forwarded to the Divisional Control Room staff if the details of the train escorting staff are not available or updated in the digital system,” a senior railway official said.
The ministry has urged the zones to provide complete and updated details of all escorting staff deployed on trains in the CMM/Rail Care system for every trip.
“It is not enough to enter the staff details once and forget about them. The actual staff deployed on each trip should be correctly updated,” the official said.
These include details of On Board Housekeeping Service (OBHS) staff, linen distribution staff, mechanical escorting staff and electrical escorting staff.
Besides, the ministry said that details of other railway staff deployed on the train, such as Ticket Examining staff (TTEs/TEs), RPF escorting staff and the IRCTC Manager, should also remain updated in their respective digital systems.
“The exercise of onboarding/updating the details of all such escorting staff should be ensured by all Zonal Railways with immediate effect,” the ministry said. PTI JP PRK
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