Central Railway’s Pune division has begun classifying passenger complaints gathered through its Rail Jan Samvad initiative into three action tiers—urgent, medium-term and long-term—to determine how quickly each issue should be addressed. The exercise was conducted at stations across the division on Thursday under Special Campaign 6.0.
Passengers raised complaints and suggestions concerning cleanliness, facilities at stations and the quality of railway services during the public interaction programme. The Pune division said the complaints had been recorded and that action had begun according to the nature and administrative requirements of each issue.
At Pune railway station, Divisional Railway Manager Rajesh Kumar Verma led the interaction. Railway officials conducted similar engagements at major stations in the division, while station managers and designated officers met passengers at other stations. Officials from Central Railway headquarters also visited various stations to hear passenger concerns directly.
The initiative brought together passengers, young people and other stakeholders. Participants shared their experiences of station cleanliness, available passenger amenities and railway services. The interactions were intended to identify service gaps through direct feedback and support improvements in station facilities and operations.
Complaints that could be resolved immediately or within a short period were placed in the urgent category, with instructions to take action wherever possible without delay. Issues requiring coordination and planning between different departments were recorded for medium-term work. Matters involving policy decisions, long-term planning or approval at senior levels were sent for further examination.
The railway also recorded passenger feedback, photographs and videos during the interactions. The Pune division said these records would help officials review the suggestions and decide on the required action. The process creates a distinction between routine station-level problems and issues that require wider institutional coordination, although the railway has not disclosed the number of complaints received in each category or specific completion timelines for individual cases.
The programme was organised on the directions of the Railway Board as part of Special Campaign 6.0, which is being conducted from 2 October to 31 October. The campaign focuses on cleanliness, effective use and management of space, disposal of scrap and electronic waste, and greater citizen participation.
The Pune division said it would take necessary action on the suggestions received from passengers and continue efforts to improve railway services and station facilities. The next step will be the review and processing of complaints according to their assigned action level.
