The Central Railway (CR) today started accepting complaints, suggestions and objections in Marathi from the passengers.
As a part of the initiative undertaken by Chief Commercial Manager R D Sharma, CR has distributed over 500 complaint books to the major railway stations in the state.
Chief PRO of Central Railway Narendra Patil said, “We want to connect with the passengers in a more friendly manner and this is the best way to listen to and respond to the complaints, suggestions and objections of our valued customers.”
Patil clarified that there was no demand as such from any section of the commuters for facilitating complaints or feedback in Marathi. The CR wanted to listen to the passengers’ voice in their own language in which they are more comfortable, he said.
On an average the Mumbai division of CR receives over 300 complaints and suggestions every month.
In March this year the Railways had launched a mobile phone app and a portal to provide the commuters with “an effective forum to lodge complaints”.
“At the national level we receive almost 500 complaints, objections and suggestions through our website every month which are forwarded to the concerned department and the higher-ups,” added Patil.