There is a sharp decline in the number of complaints registered at the Chandigarh railway station. The number of complaints has declined by more than 80 per cent, with only seven complaints reported this fiscal as compared to 30 last year.  Also, the complaint register reflects a change in the profile of complaints.  

The register, which is available at the Station Superintendent or the Deputy Station Superintendent office, is there for any aggrieved passenger to record his complaint with the necessary details, including ticket number, train number, address and contact number. A report on these complaints and their redressal is sent to the Ambala Division for an audit on regular basis.

While earlier, the complaints would pertain to financial matters, staff behaviour and human errors, this has changed to management and technical faults at the station.

The seven complaints reported by the passengers included complaints like hanging of coach guidance system, train number not shown by the touch screen machines installed at the station, parking area not monitored properly and the non-availability of platform tickets.

Earlier the majority of complaints were related to financial matters, like the remaining money not returned by the booking staff to the passenger after booking a ticket, misbehaviour of ticketing staff or TTE or the catering staff.

Railway staff claim that the reason for a sharp decline in the complaints by the passengers is on- the- spot redressal of their complaints.

“According to the recent orders, we have been directed by the division to redress the complaints on the spot. This leaves the aggrieved party with higher levels of satisfaction. Though there are some complaints which could not be addressed on the spot but they are required to be sent to the concerned department for further process,” said Station Superintendent R K Datta.