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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.

Rly (035)

BSNL (0532)

Rly (035)

BSNL (0532)

01.

Vacant

Dy.CCM(G)

PCCM Office,   NCR Head Quarter, Prayagraj

Public Grievance, Public Complaint

23463

2435035

23888

---

02.

Vacant

ACM (G)

PCCM Office,   NCR Head Quarter, Prayagraj

Public Grievance, Public Complaint

23876

2223876

23888

---

03.

R S Parihar

CPO/IR

Mandakini Building   NCR Head Quarter, Prayagraj

Public Grievance

25986

---

---

---

04.

M K Kulshresth

Dy.CPO/ Construction

Mandakini Building NCR Head Quarter, Prayagraj

Staff Grievance

23459

---

---

---


































Prayagraj Division

SN

Name of the Officers (S/Sri)

Designation

Complete  Address

Nominated       for

Telephone No. Office

FAX No.

Rly (035)

BSNL (0532)

Rly (035)

BSNL (0532)

01.

M K Khare

Sr. DPO

DRM Office

PRYJ Division

Nodal Officer 

22471

2407219

---

2407219

02.

Dinesh Khare

ACM-I

DRM Office

PRYJ Division/NCR

Public Grievance, Public Complaint

 22059

---

---

---

03.

Pankaj Kumar Tripathi

ACM-II

DRM Office

PRYJ Division/NCR

Public Grievance, Public Complaint

 24065

---

---

---

04.

H.S. Upadhyay

Dy.CTM

Dy.CTM /CNB

PRYJ Division/NCR

Public Grievance, Public Complaint

32001

0512-2322752

 32011

0512-2321688



























Agra Division

SN

Name of the Officers (S/Sri)

Designation

Complete Address

Nominated for

Telephone No. Office

FAX No.

Rly (036)

BSNL (0562)

Rly (036)

BSNL (0562)

01.

Manshi Verma

Sr. DPO

DRM Office

AGC Division/NCR

Nodal Officer 

22700

2420978

---

---

02.

Prashasti Srivastava

DCM

DRM office,

AGC Division/NCR

CPGRAM

22102

2421290

----

2420931















Jhansi Division

SN

Name of the Officers (S/Sri)

Designation

Complete Address

Nominated for

Telephone No. Office

FAX No.

Rly (036)

BSNL (0562)

Rly (036)

BSNL (0562)

01.

R K Gupta

Sr. DPO

DRM Office 

JHS Division/NCR

Nodal Officer 

55700

2442094

---

2442094

02.

Miss Seema Tiwari

ACM I

DRM Office 

JHS Division/NCR

Public Grievance, Public Complaint

55106

---

---

---

















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 : CMS Team Last Reviewed : 17-10-2023  


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