Indian Railway has set up a centralized Catering Services Monitoring Cell in the Board’s office having a toll free number 1800-111-321 for prompt redressal of the passenger grievances related to the catering activities for real time assistance to travelling public. On the same pattern, Catering Monitoring Cells have been set up at Zonal and Divisional level for daily monitoring of the catering activities.
Indian Railway has ensured continuous monitoring of the services provided to the passengers. If any irregularity is found punitive actions like imposition of fine, warning and termination of contract etc. are taken according to the gravity of offence/irregularity. As per extant Catering Policy, 2010, Railways proposed to have base kitchens in railway premises for close monitoring the quality.
New Catering Policy, 2010 makes it mandatory for Indian Railway to assure effective and quality food to be provided to passengers which must meet international standards.
Supervision and monitoring have been strengthened through a mechanism put in place by deploying railway personnel, who check quality and hygiene along with feedback/opinion of passengers and take corrective action in a time bound manner. About 34565 inspections have been carried out in the last one year i.e. April, 2012 to March 2013.