Passengers often face issues during train journeys, such as unclean toilets or unauthorized vendors. While the railway provides complaint mechanisms, redressal usually takes time. Now, to streamline the process, the Chief Ticket Inspector (also known as the Train Captain) has been designated as the single point of contact for all types of complaints. Though this directive isn’t new, the Railway Board updated it in January 2025.
What’s the New Change?
These days, most TTEs (Travelling Ticket Examiners) carry handheld terminals (tablets containing passenger charts). As per the new directive, the train captain must record the names and contact details of all train staff in this tablet at the start of the journey. This will ensure that both railway control and other TTEs in different coaches have access to the staff details. In case, the ticket-checking staff changes, the information will still be available to whoever logs into the terminal for that day’s journey.
Faster Complaint Resolution
Traditionally, passengers report complaints to the TTE. In recent years, the Rail Madad app and helpline 139 have been introduced. However, these require mobile network access and involve interaction with control room staff, who may ask for details like PNR, contact number, and train location—sometimes leading to errors. Even when all details are provided, the control room ultimately contacts the onboard staff to address the issue. The new system aims to speed up this process by enabling direct contact between passengers and train staff.
Challenges Remain
Western Railway has already implemented this system across all long-distance trains with positive feedback. While premium trains like Rajdhani and Vande Bharat face no issues, some ordinary trains still encounter problems due to the failure to input details before the journey. Zonal railway officials are now instructing TTEs to update the information as per the Board’s circular. Notably, in 2018, the Railway Board had already issued a directive making the train captain responsible for all onboard issues.
How Can Passengers Contact the TTE?
Passengers need to approach the TTE in their coach for complaints. The TTE, having access to the tablet, can directly contact the relevant staff. For example, if a toilet is dirty, the TTE will notify the cleaning staff immediately. If the issue remains unresolved, passengers can file a written complaint, and if the TTE fails to provide a satisfactory response, action may be taken against them.
Why is This Decision Crucial for Railways?
This move is vital for several reasons:
- The train captain is usually the most senior staff member onboard, making decision-making easier.
- Many train services, such as cleaning, catering, and linen distribution, are handled by contract staff. Complaints about their behaviour are common, and having their details in the terminal allows better monitoring.
- The Rail Madad app and 139 helplines are centralized platforms. Complaints lodged here are recorded in a central database, while the new system allows local-level resolution, reducing the overall number of complaints in the database.
Western Railway has already implemented this system, received a positive response and ensured faster complaint resolution.
– Vineet Abhishek, Chief Public Relations Officer (Western Railway)
