Feedback mechanism in Metro Trains

Metro trains have an established grievance handling mechanism to submit complaints and feedback by the commuters. The system of filing a grievance through proper channel exists through a dedicated email id and a toll free number.

It is further suggested to establish an online feedback mechanism to collect feedback,grievances,suggestions or complaints directly filed by the commuters. As otherwise there is no such facility of online feedback mechanism with the exception of an email id and toll free number.

Further the a newly suggested centralized feedback/complaints mechanism through an online mode may implemented similar to the centralized CPGRAMS grievance portal. A nodal officer can be assigned to look after grievances filled online and the same can be disposed off by taking suitable necessary actions within a span of 24 hours.

The online grievances portal can be used to track frequent passenger complaints,suggestions,feedback etc. during travel in metro trains and thus improvise Metro services based on such feedback received.

The online grievance mechanism can thus act as a single point of contact for metro services to disseminate information to its passengers through a centralized mode of communication.