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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

SN

Name of the Officers (S/Sri)

Designation

Complete

Address

Nominated for

Telephone No. Office

FAX No.

E-Mail

Address

Rly (035)

BSNL (0532)

Rly (035)

BSNL (0532)

01.

HrishikeshMaurya

Dy.CCM(G)

PCCM Office, NCR Head Quarter, Prayagraj

Public Grievance, Public Complaint

23463

2435035

23888

---

cmcncr123 @gmail.com

02.

V.K. Dwivedi

ACM (G)

PCCM Office, NCR Head Quarter, Prayagraj

Public Grievance, Public Complaint

23876

2223876

23888

---

cmcncr123 @gmail.com

03.

Awadhesh Kumar

CPO/IR

Room No. G-161, Mandakini Building NCR Head Quarter, Prayagraj

Public Grievance

25986

---

---

---

cpoirncr @gmail.com

04.

H.N. Chaudhary

Dy.CPO/ Construction

Room No G-062 Mandakini Building NCR Head Quarter, Prayagraj

Staff Grievance

23459

---

---

---

hnchaudhary201 3 @gmail.com

 

Prayagraj Division

SN

Name of the Officers (S/Sri)

Designation

Complete Address

Nominated for

Telephone No. Office

FAX No.

E-Mail

Address

Rly (035)

BSNL (0532)

Rly (035)

BSNL (0532)

01.

Rajesh Kumar Sharma

Sr. DPO

DRM Office

Prayagraj Division/NCR

Nodal Officer

22471

2407219

---

2407219

drmpald@gmail.com

02.

Anup Kumar

ACM-I

DRM Office

Prayagraj Division/NCR

Public Grievance, Public Complaint

22059

---

---

---

acmanup@gmail.com

03.

Pankaj Kumar Tripathi

ACM-II

DRM Office

Prayagraj Division/NCR

Public Grievance, Public Complaint

24065

---

---

---

pankaj.tripathi73@gov.in

04.

H.S. Upadhyay

Dy.CTM

Dy.CTM /Kanpur

Prayagraj Division/NCR

Public Grievance, Public Complaint

32001

0512-2322752

32011

0512-2321688

dtmncr123@gmail.com

 

Jhansi Division

SN

Name of the Officers (S/Sri)

Designation

Complete Address

Nominated

for

Telephone No. Office

FAX No.

E-Mail

Address

Rly (037)

BSNL (0510)

Rly (037)

BSNL (0510)

01.

Ullash Kumar

Sr. DPO

DRM Office

Jhansi Division/NCR

Nodal Officer

55700

2442094

---

2442094

sdpo@jhs.railnet.gov.in

02.

Miss Seema Tiwari

ACM I

DRM Office

Jhansi Division/NCR

Public Grievance, Public Complaint

55106

---

---

---

acmjhs2019@gmail.com

 

Agra Division

SN

Name of the Officers (S/Sri)

Designation

Complete Address

Nominated for

Telephone No. Office

FAX No.

E-Mail

Address

Rly (036)

BSNL (0562)

Rly (036)

BSNL (0562)

01.

Manshi Verma

Sr. DPO

DRM Office

Agra Division/NCR

Nodal Officer

22700

2420978

---

---

drmpagra@gmail.com

02.

S.K. Shrivastava

DCM

DRM office,

Agra Division/NCR

CPGRAM

22102

2421290

----

2420931

dcmagra@gmail.com

 

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.

 





Source : North Central Railways / Indian Railways Portal CMS Team Last Reviewed on: 11-06-2020  


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