**Executive Summary**
This document responds to a Lok Sabha unstarred question regarding food-related complaints on trains from 2021-22 to 2024-25. It outlines the measures taken by Indian Railways (IR) to improve food quality, hygiene, and safety for passengers. The Minister of Railways is responsible for ensuring these measures are implemented. The question was scheduled to be answered on December 3, 2025.
**Key Points / Main Content**
* **Complaint Statistics and Penalties:**
* Railways serves about 58 crore meals every year on average.
* On average, approximately 0.0008% of meals served result in complaints.
* A total of Rs 2.8 crore in fines has been imposed over the last four years based on inquiries into these complaints.
* **Measures to Improve Food Quality and Hygiene:**
* Meals are supplied from designated Base Kitchens.
* Modern Base Kitchens are being commissioned at identified locations.
* CCTV cameras are installed in Base Kitchens for better monitoring of food preparation.
* Use of popular and branded raw materials (cooking oil, atta, rice, pulses, paneer, etc.).
* Food Safety Supervisors are deployed at Base Kitchens.
* On-board IRCTC supervisors are deployed on trains.
* QR codes on food packets provide details (kitchen name, packaging date).
* Regular deep cleaning and pest control in Base Kitchens and Pantry Cars.
* FSSAI certification is mandatory for designated Food Safety Officers of each catering unit.
* Regular food sampling is conducted.
* Third-party audits are conducted to examine hygiene and food quality.
* Customer satisfaction surveys are conducted.
* Regular and surprise inspections by Railway/IRCTC officials and Food Safety Officers.
* Regular training is conducted by IRCTC for catering staff.
* **Complaint Management System:**
* The complaint management system has been strengthened through the RailMadad Portal.
* The RailMadad Portal provides a single window for passengers to register complaints and suggestions.
* Prompt and appropriate punitive action is taken against service providers for food quality deficiencies.
**Impact Analysis**
**Stakeholder: Passengers**
* **Impact:** Passengers benefit from improved food quality, hygiene, and food safety on trains. They also have an easier way to register complaints and suggestions.
* **Action Required:** Utilize the RailMadad Portal to report any food-related complaints or suggestions to help improve the quality of food services.
**Stakeholder: Indian Railways (IR) / IRCTC**
* **Impact:** Responsible for implementing the measures to improve food quality, hygiene, and food safety. Subject to fines and penalties for deficiencies in food quality.
* **Action Required:** Ensure strict compliance with food safety standards, regular inspections, and appropriate action against service providers. Continue to provide training to catering staff to enhance service standards.
**Stakeholder: Food Service Providers/Vendors**
* **Impact:** Subject to contract termination and fines if food quality and hygiene standards are not met.
* **Action Required:** Adhere to all food safety standards and hygiene requirements. Ensure food provided is of good quality.
**Stakeholder: Base Kitchens and Food Safety Officers**
* **Impact:** Responsible for maintaining food quality and hygiene in base kitchens and ensuring compliance with FSSAI standards.
* **Action Required:** Maintain high standards of cleanliness and hygiene. Ensure proper food preparation. Achieve and maintain FSSAI certification.
Key Entities Referenced
Indian Railways (IR): The entity responsible for providing and improving food quality on trains.
RailMadad Portal: A single window system provided by Indian Railways for passengers to register complaints and suggestions, including food-related issues.
Ministry of Railways: The government ministry overseeing the Indian Railways and responsible for answering questions about food-related complaints.
Food Safety and Standards Authority of India (FSSAI): The authority responsible for food safety norms, whose certification is mandatory for catering units.
GOVERNMENT OF INDIA
MINISTRY OF RAILWAYS
LOK SABHA
UNSTARRED QUESTION NO. 578
TO BE ANSWERED ON 03.12.2025
FOOD RELATED COMPLAINTS IN TRAINS
578. SMT. SATABDI ROY :
Will the Minister of RAILWAYS be pleased to state:
(a) the number of food related complaints from 2021-22 to 2024-25,
year and zone-wise;
(b) the number of cases of fines imposed, warnings issued, contract
termination of vendors and the total amount of fines collected; and
(c) the number and value of refunds issued and compensation provided to
passengers?
ANSWER
MINISTER OF RAILWAYS, INFORMATION & BROADCASTING AND
ELECTRONICS & INFORMATION TECHNOLOGY
(SHRI ASHWINI VAISHNAW)
(a) to (c): Railways serves about 58 cr meals every year on average. About
only 0.0008% complaints are received on average. Based on inquiry on
these complaints, a fine of Rs 2.8 cr was imposed over last four years.
It is the continuous endeavour of Indian Railways (IR) to provide good
quality and hygienic food to travelling passengers. Necessary steps are
accordingly taken by Indian Railways from time to time to improve qualityof food and services to passengers. The following measures have been
taken to improve quality, hygiene, and food safety:
● Supply of meals from designated Base Kitchens.
● Commissioning of modern Base Kitchens at identified locations.
● Installation of CCTV Cameras in Base Kitchens for better monitoring
of food preparation.
● Shortlisting and use of popular and branded raw materials, like
cooking oil, atta, rice, pulses, masala items, paneer, dairy products
etc. for food production.
● Deployment of Food Safety Supervisors at Base Kitchens to monitor
food safety and hygienic practices.
● Deployment of on-board IRCTC supervisors on trains.
● Introduction of QR codes on food packets, enabling display of details
like name of kitchen, date of packaging etc.
● Regular deep cleaning and periodical pest control in Base Kitchens
and Pantry Cars.
● In order to ensure compliance with Food Safety Norms, Food Safety
and Standards Authority of India (FSSAI) certification from
designated Food Safety Officers of each catering unit has been made
mandatory.
● Regular food sampling as a part of the inspection and monitoring
mechanism to ensure quality of food on trains.
● Third Party Audit is done to examine hygiene and quality of food in
Pantry Cars and Base Kitchens. Customer satisfaction survey is also
conducted.
● Regular and surprise inspections by Railway/ IRCTC officials,
including Food Safety Officers.
● Regular training is conducted by IRCTC to enhance the skills of
catering staff, focusing on customer service areas i.e.,
communication, courteous behaviour, service standards, personal
grooming, and hygiene.In order to take passenger feedback, complaint management system over
Indian Railways has been strengthened, simplified and made more
accessible over the last few years through introduction of RailMadad
Portal. With the launch of RailMadad Portal, Indian Railways provided
passengers a single window system to register complaints and
suggestions.
In case any passenger complaint related to food quality in trains is
reported, prompt and appropriate punitive action is taken against the
service providers for deficiency in service.
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