PUBLIC GRIEVANCES REDRESSAL ORGANISATION
1. Public Grievances Redressal Machinery has been set up on North Western Railway to provide high level of satisfaction to the Rail Users in redressing their grievances/complaints as quickly as possible. At Headquarter Office, Jaipur this organization is under the overall charge of Senior Deputy General Manager and Chief Vigilance Officer.
2. Similar Public Grievances...
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Redressal Cells have been provided at all the Divisional Railway Headquarters. Each of these Cells are functioning under the control of Additional Divisional
Railway Manager who is also the Director of Public grievances for the Division. Their addresses and Telephone Number are given below:-
Designation Address Phone
Director of Public Grievances & ADRM, Jaipur DRM's Office Jaipur 2201833
Director of Public Grievances & ADRM, Ajmer DRM's Office Ajmer 2421489
Director of Public Grievances & ADRM, Bikaner DRM's Office Bikaner 2200883
Director of Public Grievances & ADRM, Jodhpur DRM's Office Jodhpur 2431722
3. In addition to the above, following other facilities have been provided:-
(A) COMPLAINTS/SUGGESTION BOOKS: Complaint/Suggestion Book have been provided at all Station, Refreshment Room, Dining Cars, Important Goods Sheds and at all Catering Stalls. They are also available with Guards of all trains carrying Passengers (excluding Suburban trains) including Mail and Express trains and also with Conductors of these trains. Public have an easy access to these Books to record their grievances.
(B) Complaints cum Suggestion Boxes: These boxes have been provided at important stations of this Railway for the benefit of Rail users to insert their grievance which will be attended to quickly.
(C) Public Grievances Redressal Booths: These Booths have been setup at important stations of this
Railway to provide assistance to the needy passenger and try to redress their grievances on the spot.
4. In order to provide better satisfaction to the rail users at Divisional Headquarter, the rail users are invited to meet ADRM regarding their grievances on Fridays between 3.30 PM and 5.00 PM. Similarly at Headquarter Office, they can see SDGM & CVO to ventilate their grievances on 1st and 3rd.Friday between 3.30 PM & 5.00 PM. If they are not satisfied at the level of SDGM & CVO, they can meet General Manager on last Friday, Member of Public are however, free to meet any other officer on any working day to bring their grievances to their notice.
5. At the Headquarter Office Jaipur Chief Commercial Manager deals with all the complaints and he may be addressed directly. Complaints about claims & refunds should be addressed to the Chief Commercial Manager, North Western Railway Jaipur -302006. Similarly in case of theft and pilferages of personal luggage, passengers may contact the nearest Railway Police and record their complaints. In doing so, they may seek the assistance of Station Master or Assistant Station Master on duty, if necessary.
6. Complaints about tickets, Reservation, Catering services, Bedroll, Watering, Refund of tickets& reservation and Retiring room should be addressed to the Chief Commercial Manager, GM Office, Jaipur-302006