Does the mobile number 09717630982 ring a bell ?
There was an extremely useful and trend-setting blog post by an IRI member which highlighted his crusade against deficiencies in services while travelling by a premier SF train of IR. The post detailed how he sought redressal of his grievances by way of an SMS to the quoted mobile number and how it paved the way for prompt remedial action by the railway authorities. However, that blog unfortunately got derailed and diverted in course of time with an inane and parochial query regarding whether he had an opportunity to eat IDLI/SAMBAR and soon became adorned with controversial overtones.
But...
more...

be that as it may, there is no gainsaying the fact that the member in question had rendered a yeoman service to the rail services user community at IRI by elaborating the course of action he undertook to set right the shortcomings. So much so that I for one feel that that post ought to feature in FAQ as a guide to distressed rail passengers.
I recently had an occasion to test the efficacy of this redressal mechanism and I must confess I was mighty pleased at the outcome of my efforts. On a visit to the lone Western style toilet of 3AC coach B1 at 5am, yesterday morning, while travelling by the WB Sampark Kranti Express from Delhi to Sealdah, I was greeted with an eyesore. Someone had used the black coloured cover-seat of the toilet to relieve himself and as I opened the door, I found the sight and the stench to be disgusting both to the eyes and the nostrils.
Not finding any of the OHCS (On board house cleaning staff) at hand, I logged on to IRI and supersearched that blog entry. What immediately followed was an SMS to the above number with the following text " UNCLEAN TOILET IN COACH B1 OF 12330 WB SAMPARK KRANTI EXPRESS. PK.VENKATRAMANI B1-12 PNR 2346443473 "
Pat came the reply in 10 mns time " THANK YOU FOR REGISTERING YOUR COMPLAINT/SUGGESTION AT INDIAN RAILWAYS. KINDLY NOTE YOUR COMPLAINT NO. IS S/ER/SDAH/000021974. WE WILL REVERT TO YOU AFTER DUE INVESTIGATION"
Within another 30 mns thereafter, a member of the OHCS came to my seat to inform me that the offending toilet had since been CLEANED. I personally paid a visit to the toilet and found to my satisfaction that the mess had since been cleared. The all-pervasive odour emanating therefrom was that of PHENOYLE and not human faeces. I shared my experience with my co-passengers who too appeared greatly relieved.
The OHCS supervisor dialled the number of his BOSS from his mobile and requested me to flash the ALL CLEAR signal. Suffice to say that thereafter his personnel maintained a CLOSE VIGIL on all the toilets of the coach and ensured that they were spick and span.
May be as consumers of rail services we should now rise in protest against the poor quality of services and fight for our rights. I was further pleasantly surprised when I got a call from the PRO of Eastern Railway at 10 am this morning enqiring about whether I was SATISFIED with the action initiated against my complaint.
I have narrated this incident so that it may serve as an EYE-OPENER to all of us at IRI for future reference. My thanks to the member who brought to our notice this modus operandi for registering complaints.