Indian Railways is actively addressing a rising tide of passenger complaints regarding the quality of food served on trains, with over 6,600 grievances lodged in the current financial year. This surge in feedback underscores the critical need for enhanced oversight and transparent practices within the catering services, vital for ensuring passenger well-being and maintaining public trust in one of the world’s largest railway networks, aligning with the broader goal of providing equitable and high-quality public services.
Railway Minister Ashwini Vaishnaw, responding to queries in the Rajya Sabha, revealed that 6,645 complaints concerning food quality have been registered in the 2024-25 fiscal year to date. This figure follows a consistent upward trend, with 7,026 complaints in 2023-24, 4,421 in 2022-23, and 1,082 in 2021-22. The increasing volume of grievances highlights a growing passenger expectation for better standards and necessitates robust corrective actions to ensure hygienic and wholesome meals are consistently delivered across the vast railway system.
In response to these complaints, the Railways have taken a multi-pronged approach. Fines were imposed on food suppliers in 1,341 cases, while warnings were issued in 2,995 instances. Additionally, advisories were given in 1,547 cases, and other corrective measures were implemented for the remaining 762 complaints. Minister Vaishnaw affirmed that “prompt and appropriate punitive action, including imposition of fines, disciplinary action, counselling, warning etc., is taken in case any instance of adulterated/unhygienic food or passenger complaint is reported,” signalling a commitment to accountability.
Addressing concerns about the transparency of contract awarding, particularly regarding allegations of contracts being awarded to a single corporate group, the Minister clarified that the Indian Railway Catering and Tourism Corporation (IRCTC) adheres to a transparent tendering process. He stated that tenders are awarded to the highest bidders based on stipulated terms and conditions, with details publicly available on the IRCTC website. Currently, catering contracts for train clusters have been awarded to 20 distinct entities, reinforcing the commitment to fair competition and diverse service provision.
To proactively enhance food quality, Indian Railways is implementing several key measures. These include mandating the sourcing of meals from designated Base Kitchens, establishing modern, state-of-the-art kitchens at strategic locations, and installing CCTV cameras in these facilities to ensure continuous oversight of hygiene and safety practices. Furthermore, the use of branded raw materials is being enforced, and Food Safety Supervisors are being appointed to rigorously monitor hygiene and safety standards. These initiatives aim to not only address current grievances but also to build a sustainable and high-quality catering ecosystem that serves all passengers equitably, contributing to a more pleasant and healthy travel experience across the nation’s rail network.
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