To improve customer satisfaction, Western and Central Railways haved ditched station masters’ complaint registers and set up SMS numbers for commuters’ grievances

W estern and Central Railways now accept feedback via SMS to improve customer satisfaction. To start with, commuters in Mumbai can text message the railways to file their complaint. Earlier, commuters would have to approach the station master and ask for his complaint register. So far more than 8,000 SMSes have been received.

The SMSes are either complaints or suggestions to improve the railway services.

Changes made

Following a suggestion to reserve benches on platforms for physically-challenged passengers, the WR says it has reserved benches at suburban stations.

The largest number of SMSes received has been in favour of raising the height of platforms, which inconvenience passengers. The Railways claims it is raising the platform on 12 stations.

Complaints against railway staff, including the Railway Protection Force (RPF) and Government Railway Police (GRP), have also been received.

Take action

Central Railway commuters can send their SMS complaints/suggestions to 90044 11111, while Western Railway’s number is 90044 77777.