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Commuters need to mention
- Train number
- Station and
- Time of boarding the train.
The team, attends to an average of four complaints every day. It has now been given a permanent base at CST’s Platform 1 and has been provided with tools to aid its functioning.
Following Mirror report ‘CR pulls a fast one’, July 25, on a commuter’s SMS about damaged seats being addressed within an hour, CR officials came up with the idea of forming the QRT. Shriniwas Mudgerikar, chief public relations officer of CR, said, “The team was initially formed on an experimental basis. It has proved very useful. The supervisor sits in the control room and checks the SMSes. He singles out complaints that need immediate attention. The team then attends to the complaint at CST, thus avoiding cancellation or delay of services.” Most complaints fielded by the team are about non-functional tubelights and fans, uneven seats, jammed doors, graffiti on train walls or broken partitions. D R Singh, the team’s supervisor, said, “We have four new seats, four fans and 20 tubelights ready at hand to attend to complaints. We usually wipe out or paint over the graffiti and fix the damaged fixtures quickly.”
The team, however, finds it difficult to locate the compartment with the problem, as commuters do not mention the train number or compartment details in the SMS. “Commuters just mention the station and time of boarding the train. We have to guess its arrival time at CST. Trains have a very short halt at CST, and we sometimes have to continue work on running trains. Commuters, however, appreciate our effort and co-operate with us,” said a team member.
See Also: Pune Mumbai Trains
Mumbai Mirror
