Press Release! Improvement in Passenger Amenities on Railways

In compliance of the pronouncements made in Rail Budget 2015-16 with regard to passenger security, food, complaints helpline numbers, a number of new initiatives has been taken by the Railways. For strengthening of surveillance mechanism in trains, Close Circuit Television (CCTV) Cameras have been fitted on two SLRs on experimental basis to gain experience and feedback. For the year 2015-16, an enabling provision of CCTV cameras on 500 coaches has also been made. 


All zonal railways have been advised to make 138 helpline number functional through Divisional Commercial Control as a public interface for queries/complaints related to medical emergency, cleanliness, food and catering, coach maintenance, linen etc. (except security), and this is being operated round the clock since 26th February, 2015. In addition to this a three digit Security Helpline number 182 has been made functional through Security Control Rooms of Railway Protection Force to provide round the clock security related assistance to passengers over Indian Railways. 

The scheme of concession based ticketing for the physically challenged persons using Photo Identity Card issued by the Railways has been implemented w.e.f. 29.01.2015 over Northern Railway on pilot basis. Further, instructions have been issued to all Zonal Railways for implementation of the scheme on all India basis. Under this scheme, a Photo Identity Card is issued by the Railways to the Physically Challenged Persons upon submission of relevant documents subject to verification of the authenticity of the documents. The validity of the card is five years from the date of issue or till the last date up to which the concession certificate is valid, whichever is earlier. The passenger has to carry the Photo Identity Card issued by the Railways in original during the journey and shall be required to produce the same for certification during on-board/off-board checking.