The mechanism of monitoring complaints and of grievance redressal existing on Railways, operates at different levels viz Stations, Divisions, Zonal Railway Headquarters and in the Railway Board as under:
i.                   The Station Managers are nominated for redressal of complaints and Public Grievances at stations.
ii.                 Additional Divisional Railway Managers have been nominated as Public Grievance Redressal Officers at Division’s level.
iii.              Additional General Managers...
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function as the Director of Public Grievances on Zonal Railways.
iv.              An Executive Director coordinates the subject in the Railway Board and monitors performance of Zonal Railways periodically.
Periodical meetings with Divisional Officers and Station Managers are held in this regard.
Redressal of public grievances is an important thrust area with the Government of India and the Ministry of Railways.  All efforts are made to ensure that the Public Grievance Redressal Machinery on Zonal Railways is effective.  Periodic review of the Public Grievance Redressal mechanism is done in regular Coordination Meetings with Zonal Railways by Railway Board.  Periodic meetings are separately held by senior officers at Zonal Railway Headquarters and Divisional levels in order to mitigate public complaints.
This information was given by the Minister of State for Railways Shri K. H. Muniyappa in written reply to a question in Lok Sabha today.