GM / SCR Opens Helps Desks at Secunderabad Railway Station

Shri P.K. Srivastava, General Manager, South Central Railway, opened a Help Desk Kiosk and a Mobile Help Desk at Platform No. 10 (Bhoiguda side Entrance) of Secunderabad Railway Station today (20^th May, 2014) in the presence of  Shri S.K. Misra, Divisional Railway Manager, Secunderabad Division and other senior Railway officials.  He also flagged off three Battery operated Carts - Mobile Help Desk, to collect soiled linen from platform, for undertaking jet cleaning of coaches.

Speaking to the Media Persons, Shri Srivastava said that SCR is committed to fine tune and improve the services offered to rail passengers. Towards this direction, Help Desks, which are first of its kind o­n SCR, are opened at Secunderabad Railway Station today (20^th May, 2014). Secunderabad Station handles 240 trains and 1.6 lakh passengers per day. These Help Desks are meant to provide easy access and on-the-spot redressal of passenger complaints during the course of their travel at Secunderabad Railway station, he added.  

The Help Desk (Stationary) is manned round the clock by railway staff and receives passenger complaints related to cleanliness of toilet, cleanliness o­n the coach, emergency medical assistance, coach watering, malfunctioning of electrical fittings, problem in the working of AC, catering related issues etc.  Passengers can also register their complaint regarding theft of their luggage, burglaries etc., and lodge FIR with the security personnel. Additionally, guidance o­n directions for destinations in the city, information o­n prepaid auto / taxi, o­nward connecting trains, real time arrival / departure timings of trains etc., can also be obtained by the passengers from the staff manning the Help Desk.

The Help Desk Kiosk (Stationary) receives oral complaints, SMS complaints on Ph. No. 8121281212, complaint over land line no. 040 27801111 o­n receipt of  a complaint, the Help Desk will forward / pass o­n the same to department concerned,  get the complaint / grievance resolved o­n the spot and intimate the complainant o­n action taken to redress the complaint.

Similarly, the Mobile Help Desk, which is mounted o­n a Battery Operated Cart, moves from o­ne end to other end of the platform for easy access to the passengers and receives oral complaints from passengers round the clock. Immediate attention will be given and action taken by the staff manning the Mobile Help Desk (Carriage & Wagon staff, Electrical Staff and Railway Protection Personnel). After attending to the complaints / grievances, the Mobile Help Desk also gives feedback to the complainants.