Indian Railways has come under scrutiny as the latest Comptroller and Auditor General (CAG) report reveals over 15,000 complaints regarding pests and rodents in train coaches during 2022-23. The data, sourced from the Rail Madad grievance redressal system, underscores ongoing hygiene challenges in both AC and general passenger compartments. The audit highlights a significant gap between service expectations and on-ground reality, particularly in premium AC segments.
Of the total 15,028 complaints, nearly 79 percent originated from AC class passengers, indicating heightened expectations in higher fare categories. The report identified the South Central, Western, Southern, and North Eastern Railway zones as the worst-affected, whereas Northern Central Railway and South East Central Railway recorded the fewest complaints. The CAG noted a sharp rise in cleanliness-related grievances, which surged by 229 percent to 2.42 lakh in 2022-23, compared to 69,950 in 2019-20. Surveys conducted on selected trains revealed choked toilets, malfunctioning washbasins, and noticeable presence of cockroaches and rodents, affecting over a quarter of passengers surveyed.
Water supply remains a persistent concern. Rail Madad logged over 1 lakh complaints regarding unavailability of water in toilets and washbasins. Despite onboard housekeeping services, 34 percent of complaints breached the service level agreement (SLA), with thousands unresolved for over five hours, pointing to systemic operational gaps. Linen services in AC coaches also attracted significant complaints. Passengers reported dirty or torn bedrolls, with Eastern, North Eastern, North Western, and Western Railway zones recording the highest complaint rates. Such lapses undermine the perception of premium service quality, particularly in AC compartments, where passengers pay substantially higher fares.
The audit further highlighted deficiencies in passenger feedback mechanisms. In multiple zones, feedback forms lacked essential information, including PNR numbers and contact details, raising doubts over the accuracy of contractor performance evaluations. Experts note that reliable grievance redressal is crucial not only for passenger satisfaction but also for maintaining safety and hygiene standards across the rail network. Aviation and transport safety specialists emphasise that systemic monitoring and stricter enforcement of cleanliness protocols are vital to improving passenger confidence. With millions relying on Indian Railways daily, ensuring consistent hygiene standards is a pressing operational priority.
The CAG findings illuminate the ongoing challenge of maintaining service quality amid heavy passenger loads. While Rail Madad remains a key tool for passenger engagement, the report calls for comprehensive reforms in maintenance, inspection, and grievance management to restore trust in the railway system.
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