SMS To Complain Against Poor Hygiene In Trains
Railways have decided to launch an SMS-based
service for immediate response to passenger complaints regarding housekeeping
service in coaches. The service will be launched on a few select trains to
facilitate passengers to contact onboard staff through SMS or phone call for
complaints related to cleanliness in coaches, toilets and other problems faced
during journey.
An On-site Passenger Complaint Redressal System (OPCRS) is
being developed as envisaged in the Rail Budget 2013-14, a senior Railway
Ministry official said. The service is likely to be launched in either Mumbai
Rajdhani or Bangalore Rajdhani as a pilot project soon. As per the system, a
passenger can send SMS for any issue related to coach housekeeping like dirty
toilets, compartment or absence of liquid soap. "Passengers will SMS his
PNR on a common number like one being used for PNR inquiry," the official
said. Railways have asked for a three-digit number from the Department of
Telecommunication for the purpose. Once the SMS is sent, the information will
be registered on OPCRS connected with GSM network, and it will be immediately
routed to a GSM hand held unit (mobile phone) available with housekeeping
supervisor on train. Simultaneously, an acknowledgement would be sent on the
mobile phone of the complainant with a complaint ID with instruction to
disclose the ID to the housekeeping supervisor after he attends to the problem
to his satisfaction. Housekeeping supervisor on receipt of passenger
information would locate him, get briefing of his requirements and attend to
the problem besides giving him feedback. After the job is done, housekeeping
supervisor would request for complaint ID from the passenger and send it via
SMS from the hand held unit back to OPCRS. It will send the feedback to the
complainant for closure of his complaint. "In case the passenger does not
disclose the complaint ID, it is presumed that the complaint has not been
disposed off to the satisfaction of passengers," the official said.
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