You might have traveled several times in railways and would have observed unhygienic toilets, smelly passages and dirty coaches. And you adjusted to circumstances as you don’t know whom to complain about it. All your troubles might end soon as railways is planning to introduce 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 proposed in the Rail Budget 2013-14. As per the system, any railway passenger can send SMS for any issue related to coach housekeeping like dirty toilets, compartment or lack of liquid soap.
Once the SMS is sent, the information will be registered on OPCRS, and it will be immediately sent to a mobile phone available with housekeeping supervisor on train.
At the same time, 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.