Soon, you can SMS your complaints to rlys
Ahmedabad Railway Division, taking a cue from Vadodara division, will start SMS-based complaint system within two months for passengers to register their grievances
Yogesh Avasthi
Posted On Wednesday, October 05, 2011 (http://www.ahmedabadmirror.com/article/3/2011100520111005021816495be378f6b/Soon-you-can-SMS-your-complaints-to-rlys.html)
In a bid to make the journey for passengers safer and more convenient, the Ahmedabad division of the Western Railway will launch an SMS-based complaint system and ‘Say No to Bribe’ campaign following the foot steps of the Vadodara division that started a similar system on Tuesday.
The facility which will be operational in Ahmedabad within two months will enable passengers to send their complaints and grievances through SMS to a number which will be announced at a later date. The travellers will also be able to communicate through emails.
At present, if travellers face any problem during the journey, they have to write down the complaint available with the train ticket checker (TT) or at the next station. Most of the time, the TTs and attendants at the stations don’t allow passengers to lodge complaints or demand bribe to allow them to do so.
Also, it takes time for the written complaint to reach the concerned department and for the problem to be solved. By the time the entire process is completed and the complaint sorted out, the passenger in all probability is at the end of his journey.
The SMS system will make it easier for the passengers to get their complaints resolved. According to officials, the SMSes will go to the main server from where they will be diverted to the concerned department. This will save valuable time and help in avoiding any confusion. The department will be time-bound to solve the problem and also co-ordinate with other divisions if required. The passengers will get a confirmatory reply once their SMS is received. They will be intimated once their complaint is resolved.
“This system will allow passengers to have direct access to various departments in the railways. Every department will have a unique code, using which the travellers can send SMSes. They will have to provide their PNR number along with their complaint. As soon as their grievance is attended, they will be intimated through a phone call or an SMS,” a railway official said. Divisional Railway Manager Rakesh Behal said, “The system will be operational within two months. This will not only help passengers but will also enable us to improve our services. The system will also help to reduce any inconvenience caused to the passengers during the journey.”
Security helpline
ARD is also planning to come up with a security helpline. Passengers can call this helpline if they encounter any kind of nuisance or there is theft during the journey. Behal said, “It is not easy to station railway protection force (RPF) on every train. The security helpline will enable passengers to know where to go for help if required. Once the complaint is received through call or SMS along with the passenger’s PNR and seat number, the RPF will meet the passenger at the next station and sort out their problem.” This will ensure passengers’ safety. The helpline number will be announced within two months.
Respite for Railway colonies
The railways has also come up with a solution to the problems faced by the thousands of people living in the railway colonies. There will be a special number which will enable the residents at these colonies to register their complaints like lack of water, sanitation, faulty plumbing, electrical faults etc. The residents will get a docket number and a specific time period within which their problem will be solved. Once the problem is resolved, the person will get an intimation call. This will also help railways to prepare a detailed list of areas that face major problems.
Yogesh Avasthi
Posted On Wednesday, October 05, 2011 (http://www.ahmedabadmirror.com/article/3/2011100520111005021816495be378f6b/Soon-you-can-SMS-your-complaints-to-rlys.html)
In a bid to make the journey for passengers safer and more convenient, the Ahmedabad division of the Western Railway will launch an SMS-based complaint system and ‘Say No to Bribe’ campaign following the foot steps of the Vadodara division that started a similar system on Tuesday.
The facility which will be operational in Ahmedabad within two months will enable passengers to send their complaints and grievances through SMS to a number which will be announced at a later date. The travellers will also be able to communicate through emails.
At present, if travellers face any problem during the journey, they have to write down the complaint available with the train ticket checker (TT) or at the next station. Most of the time, the TTs and attendants at the stations don’t allow passengers to lodge complaints or demand bribe to allow them to do so.
Also, it takes time for the written complaint to reach the concerned department and for the problem to be solved. By the time the entire process is completed and the complaint sorted out, the passenger in all probability is at the end of his journey.
The SMS system will make it easier for the passengers to get their complaints resolved. According to officials, the SMSes will go to the main server from where they will be diverted to the concerned department. This will save valuable time and help in avoiding any confusion. The department will be time-bound to solve the problem and also co-ordinate with other divisions if required. The passengers will get a confirmatory reply once their SMS is received. They will be intimated once their complaint is resolved.
“This system will allow passengers to have direct access to various departments in the railways. Every department will have a unique code, using which the travellers can send SMSes. They will have to provide their PNR number along with their complaint. As soon as their grievance is attended, they will be intimated through a phone call or an SMS,” a railway official said. Divisional Railway Manager Rakesh Behal said, “The system will be operational within two months. This will not only help passengers but will also enable us to improve our services. The system will also help to reduce any inconvenience caused to the passengers during the journey.”
Security helpline
ARD is also planning to come up with a security helpline. Passengers can call this helpline if they encounter any kind of nuisance or there is theft during the journey. Behal said, “It is not easy to station railway protection force (RPF) on every train. The security helpline will enable passengers to know where to go for help if required. Once the complaint is received through call or SMS along with the passenger’s PNR and seat number, the RPF will meet the passenger at the next station and sort out their problem.” This will ensure passengers’ safety. The helpline number will be announced within two months.
Respite for Railway colonies
The railways has also come up with a solution to the problems faced by the thousands of people living in the railway colonies. There will be a special number which will enable the residents at these colonies to register their complaints like lack of water, sanitation, faulty plumbing, electrical faults etc. The residents will get a docket number and a specific time period within which their problem will be solved. Once the problem is resolved, the person will get an intimation call. This will also help railways to prepare a detailed list of areas that face major problems.
