This document summarizes the Indian government's response to Lok Sabha Unstarred Question No. 2959, regarding the safety inspection of Metro railways and grievance redressal mechanisms for commuters, answered on August 6, 2025. The Ministry of Railways clarifies that the Ministry of Housing and Urban Affairs (MoHUA) handles matters related to Metro railways. The Commissioner of Metro Railway Safety (CMRS), operating under the Ministry of Civil Aviation (MoCA), is responsible for safety certification of new Metro lines before they are opened to the public. CMRS ensures compliance with statutory safety parameters, as stipulated by the Metro Railways Operation and Maintenance Act, 2002, issued by MoHUA, prior to operation commencement. The response also indicates that Metro rail corporations, such as Delhi Metro, Mumbai Metro, and Maha Metro, have implemented grievance redressal systems. These systems include 24/7 customer care helplines, online complaint portals and mobile apps, dedicated email addresses, and engagement via social media. The National Capital Region Transport Corporation (NCRTC) has also launched a mobile application named Namo Bharat Connect App for its commuters.
Key Entities Referenced
Ministry of Railways: The government ministry responsible for railways, answering the question in Lok Sabha.
Lok Sabha: The lower house of the Parliament of India, where the question was raised.
Ashwini Vaishnaw: The Minister of Railways, Information Broadcasting and Electronics Information Technology.
Ministry of Housing and Urban Affairs (MoHUA): The ministry responsible for metro railways, according to the response.
Commissioner of Metro Railway Safety (CMRS): The entity responsible for safety certification of new Metro lines.
Ministry of Civil Aviation (MoCA): The ministry under whose administrative control CMRS functions.
Metro Railways Operation and Maintenance Act, 2002: The Act governing the operation and maintenance of metro railways.
National Capital Region Transport Corporation (NCRTC): Metro rail corporation that launched Namo Bharat Connect App
GOVERNMENT OF INDIA
MINISTRY OF RAILWAYS
LOK SABHA
UNSTARRED QUESTION NO. 2959
TO BE ANSWERED ON 06.08.2025
SAFETY INSPECTION OF METRO RAILWAYS
2959. DR. THIRUMAAVALAVAN THOLKAPPIYAN:
Will the Minister of RAILWAYS be pleased to state:
(a) whether the Union Government conducts any safety
inspection of Metro railways;
(b) if so, the details thereof;
(c) whether any Grievance Redressal Mechanism for the Metro
rail commuters is functional;
(d) if so, the details thereof; and
(e) if not, the reasons therefor?
ANSWER
MINISTER OF RAILWAYS, INFORMATION & BROADCASTING AND
ELECTRONICS & INFORMATION TECHNOLOGY
(SHRI ASHWINI VAISHNAW)
(a) to (e): The subject of metro railways is dealt with by the
Ministry of Housing and Urban Affairs (MoHUA).
Page 1 of 2The Commissioner of Metro Railway Safety (CMRS) which
functions under the administrative control of the Ministry of Civil
Aviation (MoCA) is mandated primarily to carry out safety
certification of new Metro lines before opening them for public
carriage. CMRS ensures that statutory safety parameters are
complied with, prior to the commencement of operations, as per
the provisions of the Metro Railways (Operation and Maintenance)
Act, 2002, issued by Ministry of Housing and Urban Affairs
(MoHUA).
Metro rail corporations such as Delhi Metro, Mumbai Metro, Maha
Metro, etc. have grievance redressal systems that include
multiple channels for passenger support. The metros offer 24 X 7
customer care helpline numbers, online complaint portals and
mobile apps, dedicated email addresses, and active engagement
through social media platforms for real-time assistance. The
National Capital Region Transport Corporation (NCRTC) has
launched a mobile application named “Namo Bharat Connect App”
for its commuters.
*****
Page 2 of 2