It is a continuous endeavour by the Indian Railways to provide good quality hygienic food to Railway passengers. Accordingly, a New Catering Policy, 2010 has been introduced on 21.7.2010 with a mandate for effective quality assurance programme, wherein ISO-22000 (International Organization for Standardization) standards are to be progressively implemented for major contracts/units. Supervision and monitoring have been strengthened through a mechanism put in place by deploying railway personnel, who check quality and hygiene and take corrective action in a time-bound manner. Catering Monitoring Cells have been set up at Zonal and Divisional level for daily monitoring of the catering activities. Further, on the same pattern, a centralized Catering Complaint Monitoring Cell has been set up in Board’s office having a toll free number 1800-111-321 for prompt redressal of the passenger grievances related to the catering activates for real time assistance to travelling public.
A total number of 405 food samples were picked up for sample tests from Rajdhani Express trains, including Guwahati and Dibrugarh bound trains in the year 2010-11, 2011-12 and 2012-13. Appropriate action under prevention of Food Adulteration Acct/food Safety and Standard Act have been initiated for any food sample found unfit. Besides this departmental action like imposition of fine, warning etc. have also been undertaken.
All the passenger amenity items fitted in the coaches of Indian Railways, including those of Rajdhani Express trains, are monitored during the various maintenance schedules and the deficiencies found, if any, are rectified. On Board Housekeeping Services (OBHS) for cleaning attention on run has also been prescribed for all the Rajdhani Express trains. Complaints/references received from the passengers regarding passenger amenities in the coaches are acted upon appropriately by Indian Railways.