Executive Summary:
This document outlines the mechanisms for public consultation and grievance redressal within the Indian Railways, as addressed in Lok Sabha Unstarred Question No. 2864 on August 6, 2025. It details the Railway Users Consultative Committees at various levels for gathering feedback, the RailMadad grievance redressal system, and measures taken to ensure transparency in project tendering and fund allocation.
Key Points / Main Content:
Public Consultation Mechanisms:
* Railway Users Consultative Committees are constituted at divisional (DRUCCs), zonal (ZRUCCs), Konkan (KRUCC), Metro (MRUCC), Suburban (SRUCC), and station (SCCs) levels.
* These committees include representatives from various interest groups, such as Chambers of Commerce, trade associations, passenger associations, legislators, government officials, and Members of Parliament.
* The committees consider matters relating to passenger amenities, new stations, timetables, service improvements, and issues of public interest.
Grievance Redressal:
* RailMadad is the integrated grievance redressal mechanism for Indian Railways.
* Grievances can be lodged via helpline 139, RailMadad web, app, or SMS.
* Grievances are forwarded in real-time to concerned officials for resolution.
Transparency in Project Execution:
* Sanctioning and execution of railway projects is an ongoing process, prioritized based on public demand, safety, mobility, and user impact.
* E-procurement is used, and tender information and awarded contracts are made public.
* Tender documents are standardized and available in the public domain.
Impact Analysis:
Railway Users/Passengers:
* Impact: Enhanced opportunities to provide feedback on railway services and improved grievance redressal mechanisms.
* Action Required: Utilize RailMadad to report grievances and engage with Railway Users Consultative Committees.
Railway Administration:
* Impact: Improved understanding of user needs and enhanced transparency in operations.
* Action Required: Ensure effective functioning of consultative committees and efficient grievance resolution through RailMadad. Continue to improve transparency in tendering processes.
Local Communities:
* Impact: Involvement in planning and development of railway projects impacting their areas.
* Action Required: Participate in consultations and provide feedback on proposed projects through available channels.
Key Entities Referenced
Ministry of Railways: A ministry in the Government of India responsible for the country's railway transport.
SHRI ASHWINI VAISHNAW: The Minister of Railways, Information Broadcasting and Electronics Information Technology.
Railway Users Consultative Committees: Committees constituted at different levels to secure better representation of Railway Users and consultation between Railway Administration and users.
Divisional Railway Users Consultative Committees DRUCCs: Railway Users Consultative Committees at the Divisional levels.
Zonal Railway Users Consultative Committees ZRUCCs: Zonal Railway Users Consultative Committee at the headquarters of each Railway.
Metro Railway, Kolkata: A railway zone with Metro Railway Users Consultative Committee MRUCC at Metro Railway, Kolkata.
RailMadad: Indian Railway grievance redressal mechanism that provides passengers an integrated platform for grievances redressal.
Indian Railways: The state-owned railway company of India, responsible for rail transport.
GOVERNMENT OF INDIA
MINISTRY OF RAILWAYS
LOK SABHA
UNSTARRED QUESTION NO. 2864
TO BE ANSWERED ON 06.08.2025
PUBLIC FEEDBACK/CONSULTATION FOR POLICY MAKING
2864. SHRI SHRIRANG APPA CHANDU BARNE:
SMT. BHARTI PARDHI:
SHRI BHAUSAHEB RAJARAM WAKCHAURE:
Will the Minister of RAILWAYS be pleased to state:
(a) the details of the mechanisms in place to ensure meaningful public
consultation and feedback from common citizens, commuters and local
communities during the formulation of new development policies and
planning major projects;
(b) the manner in which current grievance redressal mechanisms are
accessible and effective for the common man facing issues related to
railway services, project impacts or fare policies;
(c) the details of the average time taken for resolving such grievances; and
(d) the details of the steps being taken to ensure transparency in the
allocation of funds, tendering processes and progress of railway
development projects particularly those directly impacting the common
man?
ANSWER
MINISTER OF RAILWAYS, INFORMATION & BROADCASTING AND
ELECTRONICS & INFORMATION TECHNOLOGY
(SHRI ASHWINI VAISHNAW)
(a): With a view to securing better representation of Railway Users’ and
affording more frequent opportunities for consultation between Railway
Administration and users on matters relating to the services provided by
Railways and means of improving the efficiency of such service, RailwayUsers’ Consultative Committee/Council are generally constituted at
different levels as mentioned below:-
i. Railway Users’ Consultative Committees at the Divisional levels i.e.
Divisional Railway Users’ Consultative Committees (DRUCCs);
ii. Zonal Railway Users Consultative Committee at the headquarters of
each Railway i.e. Zonal Railway Users’ Consultative Committees
(ZRUCCs);
iii. Konkan Railway Users’ Consultative committee (KRUCC) at Konkan
Railway;
iv. Metro Railway Users’ Consultative Committee (MRUCC) at Metro
Railway, Kolkata;
v. Suburban Railway Users’ Consultative Committee (SRUCC) at the
headquarters of each of the six Railways having separately defined
suburban section i.e., Central, Eastern, Southern, South Central,
South Eastern & Western Railways;
vi. Station Consultative Committees (SCCs).
On these committees/council, various interest groups are given
representation viz. Chamber of Commerce, Local Trade Association,
Registered Passenger Associations, Members of Legislatures of different
States, State Government representatives, representatives of Members of
Parliament/Union Ministers, special interest nominees, etc. Members of
Parliament themselves are also nominated on some committees on the
recommendation of Ministry of Parliamentary Affairs.
The Railway Users’ Consultative Committees at various levels inter-
alia consider matters relating to provision of passenger amenities,proposal regarding opening of new stations, arrangements regarding time
table, improvement of passenger services and facilities provided by the
Railways, any subject of general public interest or public convenience or
such matters affecting the passenger services and facilities.
(b) & (c): ‘RailMadad’ is Indian Railway grievance redressal mechanism
that provides passengers an integrated platform for grievances redressal,
if they face issues related to railway services. On RailMadad, a
grievance/assistance/inquiry can be lodged through multiple channels i.e.
helpline number – 139, RailMadad Web, App & SMS and it is resolved in real
time by auto forwarding to the concerned officials.
(d): Sanctioning and execution of works related to various projects is a
continuous and ongoing process on Indian Railways. Such works are
prioritized taking into account various factors like demand from general
public, its impact on safety and mobility in train operations, impact on
users, etc. Towards transparency in allocation of tenders, various steps
have been taken, some of which are:-
• E-Procurement
• Providing all information related to tenders, awarded contracts in
public domain.
• Standardization of tender documents, wherever applicable, and its
availability in public domain.
Taking such steps to improve transparency is a continuous and ongoing
exercise.
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