WR stands Number One for Grievance Redressal Efficiency 138 helpline
W. Rly has once again proved its mettle in the pursuit to provide the best of services to its valued customers and has secured top position across Indian Railways over the various platforms for Public Grievances such as Rail Madad App, Centralized Public Grievance Redressal And Monitoring System (CPGRAMS), All India Helpline No. 138, etc under the dynamic leadership & able guidance of Shri Alok Kansal- General Manager of Western Rly.
How WR Achived this
According to a Press release issued by Shri Sumit Thakur – Chief Public Relations Officer of Western Railway, utmost priority is always given by Western Railway for the disposal of grievances which are received on daily basis at different public grievance platforms of Railways like Rail Madad App, Centralized Public Grievance Redress And Monitoring System (CPGRAMS), All India Helpline No. 138, etc and are closely monitored at various levels such as Additional General Manager /Addl. Divisional Railway Managers/ Head of Departments and Secretary (Public Grievances) level. Due to these sustained efforts, Western Railway has been able to redress the grievances at a quicker pace and this has helped WR to secure the top position amongst all Zonal Railways.
Year Wise Details
In the year 2020 -21 (upto 22nd July), W. Railway clocked an average disposal time of 1 hour 25 minutes for the grievances received in Rail Madad App as against the average disposal time of 17 hrs 50 minutes over Indian Railways. Similarly, WR has achieved ‘Nil Balance’ in CPGRAMS portal on every Quarter end of 2019-20 and 2020-21 (upto 30.06.2020) which is first of its kind on Indian Rlys. Corona related issues received through CPGRAMS Portal were given utmost priority and immediate action was taken by the WR nodal Public Grievances officers.
138 Helpline in Covid-19
During lockdown due to COVID-19 Pandemic, the All India Helpline No. 138 was quite helpful for passengers/public in resolving their grievances, which were attended by Western Railway on priority. Even in case of MP/ MLA references received by W. Railway, 112 cases were disposed off during the period from 1st Jan to 1st July, 2020 thereby, achieving a disposal percentage of 96 % within this period.