India Railway is all set to launch SMS Grievance Redressal System to response passenger complaints regarding housekeeping services.
On-site Passenger Complaint Redressal System (OPCRS) is being established as proposed in Rail Budget 2013-14.
This service will be launched on few selected trains where passengers can contact onboard staff through SMS or phone call. It will address issues like cleanliness in coaches, toilets, and other problems faced during journey.
Indian Railway has asked three digit numbers from Department of Telecom to create a complaint cell number.
As soon as the SMS is sent, the information will be registered on OPCRS and will be transferred to GSM cell available with housekeeping supervisor. An acknowledgement would be sent on the mobile phone of complainant with a complaint ID. The complainant needs to disclose the ID to the housekeeping supervisor after he attends to problem.