Earlier, the deputy station superintendent was in possession of the complaint register.

“It was a common problem faced by passengers who found it difficult to register their complaints and avoided doing so. To bridge this communication gap between the authorities and passengers,

it was decided that the complaint registers would be maintained by the shopkeepers at railway stations. Feedback from the passengers is a priority for us, which helps in improving services,” said IRCTC Aneet Dulat, chief regional manger.

These registers would then be audited by the IRCTC officials. Complaints related to different departments would be subsequently forwarded while the ones dealing with catering and food will be looked in by IRCTC.

Passengers, meanwhile, have welcomed the move and expressed relief over the matter of filing complaints, the issue which was being neglected by the railway authorities since a long time.

“I had to spend an hour to register my complaint. While at first, I could not locate the official who is responsible to look after the register. After that, the register could not be located. This is a very wise decision taken by the railways for the benefit of passengers,” said a passenger who had just registered his complaint.