**Executive Summary**
This document is a response to an unstarred question in the Lok Sabha (Question No. 762) concerning overcharging by IRCTC vendors on trains, due to be answered on February 4, 2026. The Minister of Railways addresses concerns regarding illegal overcharging, complaints received, inspections conducted, disciplinary actions, and measures to prevent future overcharging. The response outlines the actions taken by Indian Railways to address and mitigate overcharging issues.
**Key Points / Main Content**
* **General Statistics:**
* Indian Railways serves approximately 58 crore meals annually.
* About 0.0008% of complaints are received on average.
* A fine of Rs 2.6 crore has been imposed over the last three years based on inquiries.
* **Complaint Management:**
* The complaint management system has been strengthened and simplified via the RailMadad Portal, offering a single window for complaints and suggestions.
* **Monitoring and Oversight:**
* IRCTC and Railway officials conduct surprise checks.
* IRCTC has deployed supervisors and catering assistants for ongoing monitoring.
* Hospitality Monitors are engaged for sectional oversight on mail/express trains.
* **Measures to Curb Overcharging:**
* SMS messages sent to passengers with menu and tariff links.
* Installation of Point of Sale (POS) machines.
* Awareness campaigns to promote billing.
* Rate stickers on Packaged Drinking Water (PDW) buckets and tea/coffee urns.
* Introduction of e-pantry service to book meals online.
* Implementation of QR code-enabled identity cards for catering staff.
* Distribution of pamphlets with rates for catering items and PDW bottles.
* Special Inspection Drives to check overcharging and billing.
* Penalties imposed in cases of overcharging.
**Impact Analysis**
**Stakeholder: Passengers**
* **Impact:** Passengers are affected by overcharging issues and benefit from the complaint mechanisms and measures implemented to curb overcharging.
* **Action Required:** Passengers should utilize the RailMadad Portal to register complaints and be aware of the rates through SMS and pamphlets.
**Stakeholder: IRCTC Vendors and Catering Staff**
* **Impact:** Subject to monitoring and potential disciplinary/penal action if found overcharging.
* **Action Required:** Must comply with approved menu rates and billing practices, ensuring rates are clearly displayed and using POS machines.
**Stakeholder: Indian Railways and IRCTC Officials**
* **Impact:** Responsible for implementing and maintaining the measures to curb overcharging and address passenger complaints.
* **Action Required:** Must continue conducting inspections, monitoring onboard services, and imposing penalties as necessary. Maintain and improve the complaint management system.
Key Entities Referenced
IRCTC: Indian Railway Catering and Tourism Corporation; responsible for catering services on trains.
Indian Railways: The operator of rail transport in India, overseeing the services discussed.
Ministry of Railways: The government ministry responsible for the operation of the railways.
RailMadad Portal: A complaint management system introduced by Indian Railways to address passenger grievances.
GOVERNMENT OF INDIA
MINISTRY OF RAILWAYS
LOK SABHA
UNSTARRED QUESTION NO. 762
TO BE ANSWERED ON 04.02.2026
OVERCHARGING BY IRCTC VENDORS ON TRAINS
762. SHRI JANARDAN SINGH SIGRIWAL:
Will the Minister of RAILWAYS be pleased to state:
(a) whether the Government is aware of instances where IRCTC catering
vendors on trains have been illegally overcharging passengers higher
than those prescribed for food items and if so, the details thereof;
(b) the total number of complaints received from passengers regarding
overcharging by IRCTC vendors on trains during the last three years,
zone-wise along with the action taken by the Government thereon;
(c) whether the Government has conducted any inspections to monitor
compliance with approved menu rates of food/beverages on trains and if
so, the details and findings thereof;
(d) whether any disciplinary/penal action has been taken against the
defaulting contractors/vendors/catering staff involved in overcharging
and if so, the number and nature of such actions taken during the said
period; and
(e) whether the Government proposes to implement additional
measures/digital monitoring systems to prevent such illegal
overcharging in future and if so, the details thereof?
ANSWER
MINISTER OF RAILWAYS, INFORMATION & BROADCASTING AND
ELECTRONICS & INFORMATION TECHNOLOGY
(SHRI ASHWINI VAISHNAW)
(a) to (e): Indian Railways serve about 58 cr meals every year on average.
About only 0.0008% complaints are received on average. Based on inquiry on
these complaints during the last three years, a fine of Rs 2.6 cr has been
imposed.
…2/--2—
In order to take passenger feedback, the complaint management system over
Indian Railways has been strengthened, simplified and made more
accessible over the last few years through the introduction of RailMadad
Portal. With the launch of RailMadad Portal, Indian Railways provided
passengers a single window system to register complaints and suggestions.
IRCTC and Railway officials conduct surprise and periodic checks to ensure
compliance with catering standards on trains. IRCTC has deployed
supervisors and catering assistants for ongoing monitoring of onboard
services and real-time resolution of passengers grievances. To enhance
inspection coverage, IRCTC has engaged additional Hospitality Monitors for
sectional oversight of catering services on mail express trains
Indian Railways continuously endeavour to make available food items to the
travelling passengers as per the prescribed rates. Necessary steps are
accordingly taken by Indian Railways from time to time to ensure the same.
Following steps have been taken by Railways to curb overcharging in trains :
SMS is sent to passengers with a link of menu and tariff to make them
aware of rates.
Installation of Point of Sale (POS) machines for billing and cashless
payments.
Conducting awareness campaigns to promote billing and curb
overcharging.
Rates stickers on Packaged Drinking Water (PDW) Buckets and Tea/Coffee
urns.
Introduction of e-pantry service in Mail/Express trains to facilitate
passengers to book meals through an online module.
Implementation of QR code enabled Identity Cards to onboard catering
staff.
Distribution of pamphlets to create awareness regarding the rate of
catering items and Packaged Drinking Water bottles.
Special Inspection Drives to check overcharging and billing issues.
Imposition of suitable penalty in cases of overcharging, if any.
*****