Rail Jan Samvad in Pune has categorised passenger complaints into urgent, medium-term and long-term issues after Central Railway officials gathered feedback on cleanliness, station facilities and train services across the Pune Division on Thursday.
The initiative was conducted at all stations in the division under Special Campaign 6.0, following directions from the Railway Board. At Pune railway station, Divisional Railway Manager Rajesh Kumar Verma led the interaction. Railway officers handled the exercise at major stations, while station managers and designated officials engaged with passengers at other locations.
Officials from Central Railway headquarters also visited different stations to hear passenger concerns. Travellers, young people and other stakeholders shared their experiences of station cleanliness, available facilities and the quality of railway services. The interaction was intended to identify problems directly from users and support improvements in station facilities and operations.
Complaints that could be resolved immediately or within a short period were given priority, with action taken wherever possible during or after the exercise. Issues requiring coordination between departments were recorded for medium-term work. Matters involving policy decisions, long-term planning or approval from senior authorities were referred for further examination.
The railway also recorded passenger feedback, photographs and videos during the interactions. According to the Pune Division, this material will help officials review the complaints and determine the action required. The exercise creates a three-level administrative filter for passenger issues, separating problems that can be addressed locally from those that require interdepartmental planning or higher-level decisions.
Special Campaign 6.0 is being conducted from 2 October to 31 October. Its stated objectives include improving cleanliness, managing available space more effectively, disposing of scrap and electronic waste, and increasing citizen participation. The Pune Division said it would take necessary action on the suggestions received from passengers and work towards improving railway services and station facilities.
