Public Grievance and Public Complaint

Being a customer-oriented establishment, North Central Railway has its own Public Grievance Redressal Machinery, which has been constituted to receive process and take remedial action on all complaints received from passengers.

Organisation for Public Grievance

Heading this organization is the Additional General Manager who also is Director, Public Grievance. Assisting him is the Deputy Director, Public Grievance, at the Zonal Headquarters level at Prayagraj. To ensure smooth functioning of the Public Grievance Redressal Machinery at the Divisional Level, each of the three Divisional Headquarters of North Central Railway has a Chairman heading the Public Grievance Unit, who is also the Additional Divisional Railway Manager.

How to lodge a Complaint?

Handling of public complaints has been computerized to facilitate faster communication and quick disposal. Computers have been installed in major Railway Stations over North Central Railway for this purpose. These computers are connected to the Divisional and Zonal Head Quarters.

You can record a complaint in the Complaints Book available at any station at Out-Agencies, Parcel Offices, Town Booking Offices, Enquiry/Reservation Offices, Major Goods Sheds and Refreshment Rooms

Complaints Books are also available on trains: in Pantry Cars, Air Conditioned Coaches and with the guards of all passenger-carrying trains, excluding suburban trains.

You can also write to or email you complaint to the Public Grievance officers as given below.

Head Quarter

Prayagraj Division

Agra Division

Jhansi Division

Lodging a Complaint:- does it really help?

Yes, of course! Every complaint received is registered, acknowledged and responded to, promptly. A detailed investigation will be done before the complainant is addressed.
You can be rest assured that corrective action will be taken on your complaint. This will not only help you, but also prevent recurrence of such lapses. In the process, the Public Grievance Redressal Machinery acts as a Public Response System, giving us feedback to help us serve you better.

Monitoring Cells

North Central Railway has set up Special Monitoring Cells to provide better Railway services.
These Monitoring Cells, have been set up at North Central Railway Headquarters and Divisional Headquarters.

You can report your problems regarding catering, passenger amenities, cleanliness and late running of trains, either to Zonal Monitoring Cells or Divisional Monitoring Cells.

Senior officials have been nominated as Nodal Officers to look into passenger complaints and supervise the functioning of Monitoring Cells. Complaints of serious nature can be brought to their direct notice if the passengers so desire.