W. Rly has once again proved its mettle in the pursuit to provide the best of services to its valued customers and has secured top position across Indian Railways over the various platforms for Public Grievances such as Rail Madad App, Centralized Public Grievance Redressal And Monitoring System (CPGRAMS), All India Helpline No. 138, etc under the dynamic leadership & able guidance of Shri Alok Kansal- General Manager of Western Rly.
Utmost priority is always given by Western Rly for the disposal of grievances which are received on daily basis at different public grievance platforms of Railways like Rail Madad App, Centralized Public Grievance Redress And Monitoring System (CPGRAMS), All India Helpline No. 138, etc and are closely monitored at various levels such as Additional General Manager /Addl. Divisional Railway Managers/ Head of Departments and Secretary (Public Grievances) level. Due to these sustained efforts, Western Railway has been able to redress the grievances at a quicker pace and this has helped WR to secure the top position amongst all Zonal Railways.
In the year 2020 -21 (upto 22nd July), W. Rly clocked an average disposal time of 1 hour 25 minutes for the grievances received in Rail Madad App as against the average disposal time of 17 hrs 50 minutes over Indian Railways. Similarly, WR has achieved ‘Nil Balance’ in CPGRAMS portal on every Quarter end of 2019-20 and 2020-21 (upto 30.06.2020) which is first of its kind on Indian Rlys. Corona related issues received through CPGRAMS Portal were given utmost priority and immediate action was taken by the WR nodal Public Grievances officers. During lockdown due to COVID-19 Pandemic, the All India Helpline No. 138 was quite helpful for passengers/ public in resolving their grievances, which were attended by W. Rly on priority. Even in case of MP/ MLA references received by W. Rly, 112 cases were disposed off during the period from 1st Jan to 1st July, 2020, thereby, achieving a disposal percentage of 96 % within this period.
Public Grievances Cell of W. Rly conducted regular checks & inspections at stations & trains based on grievances data and issues have been brought to the knowledge of concerned Division and /or Departments. In the year 2019, various drives were conducted with regard to OBHS stickers in trains, Promptness of OBHS service on board, Promptness of grievance redressal at stations, Cleanliness of toilets at stations / trains, Cleanliness of stations, etc. As a result of such consistent efforts to redress the grievances, Western Railway stood at no. 1 over Indian Rlys in Year 2018-19 with Grievance Redressal Efficiency Index (GREI) of 0.90 as well as in the year 2019-20 (April to Dec) with Grievance Redressal Efficiency Index (GREI) of 0.73. W. Rly is always striving hard and never leaves a stone unturned to “Serve the Customers with a Smile”.
