Southern Railway helpline 182 sees increase in complaints
With 45-50 calls a day, most cases report lost luggage.
Chennai: The number of cases reported on the railway helpline 182, over a year after its introduction, has seen an increase, with the most number of cases being reported of lost luggage.
“Earlier, while we used to get two to three complaints of lost or misplaced baggage every day, now we get about 45- 50 calls per day,” said a senior Railway Protection Force (RPF) official.
“The feedback from users has been good as the response time of RPF has reduced, with the number of calls increasing,” he added. “Calls to 182 are automatically diverted to the manning centre in that particular division based on the geographical area.”
When M. Murthy lost his bag containing his passport and money on Coromandel Express, in April this year, he did not expect to get it back. The train had just left Chennai Central when he realised that he had left behind his bag.
“Through the TC, I contacted the platform inspector and RPF personnel. Within 15 minutes, I got a call informing me that my bag was found. Because it contained my passport, I went back to Chennai to get it. Everything was intact. I was surprised and grateful,” he said.
Over the year, several media connecting rail users with RPF have evolved. Apart from the existing 138 and 139 numbers, a toll-free number 182 was introduced last year that is specifically for security issues. Additionally, rail users can complain through Twitter, SMS and email (CPGRAM).
According to a senior official, complaints received are of various types. They range from co-passengers or vendors creating a nuisance to the need of medical assistance on railway stations to dirtying of rail premises.
Through Twitter also, many complaints are received substantiated by images. “With the number of complaints received increasing, the personnel act swiftly,” said the official. Earlier this year, RPF also introduced escorting personnel on short-distance trains, which has helped to keep crimes under check.
“Chain snatching cases have reduced over time,” said an official.