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EASTERN RAILWAY’S ALL OUT EFFORT TO IMPROVE CATERING SERVICES FURTHER. 

Kolkata, June 16, 2015

Eastern Railway has adopted a series of steps for further improvement of catering services in Mail/Express trains. Intensive cleaning of Pantry Cars is being made prior to commencement of journey followed by periodical paste control in Pantry Cars. Random inspection, regular inspection and a week long drive was undertaken in the Pantry Car to see the quality of food and hygienic point of view. Eastern Railway has already introduced analysis of customer opinion by introducing the system of distributing ‘Feedback Forms’. A catering complaint monitoring cell (Phone No. 138) was instituted where the passengers can lodge suggestion/complaints directly to this cell.

To ensure proper food quality and hygiene, samples were regularly collected for testing by accredited laboratory as well as by the food testing laboratory at Eastern Railway’s hospital. Regular inspections are being made by Joint Food Safety Commissioner and by medical officers and health inspectors. Prompt actions are also taken against misbranded, substandard and unsafe food samples. Along with these, regular medical examinations are made to assess fitness of food handlers by nominated railway officers.

Eastern Railway adopted some future plans for further modernization of the catering services. Sites are chosen for Base Kitchen at Howrah, Sealdah and Asansol stations which will be equipped by most modern kitchen gadgets. Actions are already initiated for engaging Audit Firms to undertake a Third Party Audit of Pantry Car services. Proposals are also under consideration for installation of outlets at Howrah and Sealdah stations by Branded food companies.

Improvement in Railways’ Catering Services 

Improvement of catering services is an on-going process. Steps taken/being taken to further improve the catering services include (i)Third Party Audit of catering services to be conducted at periodic intervals by independent and reputed auditing agencies accredited by NABCB (National Accreditation Board for Certification Bodies) as empanelled by the zonal railways. The parameters for audit include all aspects of catering services like personal hygiene, infrastructure facilities, cleaning and sanitation, food safety, storage facilities, implementation of regulatory, statutory and safety regulations, quality of presentation etc. (ii) Introduction of E-Catering so that passengers can book the food of their choice through internet. (iii) Introduction of Pre-cooked Food (ready to eat) meals of reputed brands to improve the quality, hygiene and to provide variety of options of meals to the passengers. (iv) A centralized Catering Service Monitoring Cell (CSMC) has been set up having a toll free number 1800-111-321 for prompt redressal of the passenger grievances related to the catering activities for real time assistance to travelling public. (iv) Imposition of stringent punitive action including heavy penalties in case of deficiencies in services. 

About 17,440 complaints have been reported regarding catering services in Railways during the last three years and current year (i.e. 01.01.2012 to 31.03.2015). Penal action has been taken on the defaulter licensees including termination of contracts in 9 cases and imposition of fines in 5903 cases. 

This information was given by the Minister of State for Railways Shri Manoj Sinha in written reply to a question in Rajya Sabha today. 

Source :PIB News.

Serving packaged branded food in trains

IRCTC introduced as trial basis for service of pre-cooked meals of reputed brands on some trains.

Zonal Railways and Indian Railways Catering and Tourism Corporation (IRCTC) have conducted trials for service of pre-cooked (ready-to-eat) meals of reputed brands on some trains viz. 

Train No. 12953-54 (August Kranti Rajdhani Express), Train No. 12245-46 (Howrah-Yesvantpur Duronto), Train No. 22913-14 (Mumbai Central –New Delhi Premium Express), Train No. 12627-28 (Karnataka Express), Train No. 12925-26 (Pashchim Express), Train No. 12311-12(Kalka-Howrah Mail), Train No. 12919-20 (Malwa Express), Train No. 12975-76 (Jaipur- Mysore Express), Train No. 09705-06 (Jaipur - Delhi Sarai Rohilla AC Express), Train No. 12985 (Jaipur - Delhi Sarai Rohilla double decker). 

A draft policy guidelines on ready-to-eat branded food has been formulated and uploaded on the website of the Indian Railways on 30.09.2014 for suggestions/remarks from the stakeholders.

IRCTC News - Withdrawal of Catering Service from IRCTC

The Railway Ministry has clarified to a question in Parliament regarding withdrawal of primary catering service in trains and stations from IRCTC as follows...

With the introduction of the New Catering Policy, issued on 21st July, 2010, Indian Railway Catering and Tourism Corporation (IRCTC) is responsible for management of premium catering services of Food plaza, Food courts and Fast food units. 

Catering services were transferred from IRCTC to Indian Railways mainly because IRCTC did not have the vast network and reach for monitoring and supervision of activities as available with Indian Railways. 

Consequently there was a public perception of deterioration of quality of catering services. However, during this transition IRCTC continues to provide catering services in all Duronto & few Rajdhani/Shatabdi express trains departmentally. 

Instructions have been issued on 28.03.2012 for transfer of management of bookstalls from Indian Railway Catering and Tourism Corporation (IRCTC) to Zonal Railways, so as to ensure supervision and monitoring by the railways in view of its vast and elaborate all-India network in comparison to IRCTC. 

Prompt action to catering related complaint by railway administration

The complainant expresses satisfaction over the prompt action and outcome of enquiry by railway administration into a catering related complaint 

An Enquiry into the incident of ‘Bones Served in Curry’ Times of India, Bangalore report dated 23.09.2014 has been conducted by Northern Railway. The complainant was called during the enquiry. During the enquiry, the complainant submitted the following statement “we are satisfied with the prompt action taken by the railways and we approve from our end that let the matter be closed from our end”. On the basis of above enquiry, it has been found that the complainant passenger had mistakenly picked up the non veg. meal meant for his co-passenger. 

However, Northern Railway has imposed a heavy penalty of Rs 1 Lakh on the service provider for misbehavior of the waiter. 

AKS/VK 

(Release ID :111109)