Railway to launch SMS based service for hygine complaints
New Delhi: Railways have decided to launch an SMS-based service for immediate response to passenger complaints regarding housekeeping service in coaches. 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.
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.