Railway Board Chairman and Chief Executive Officer Satish Kumar has directed Indian Railways and IRCTC to strengthen passenger feedback mechanisms, intensify kitchen surveillance and ensure stricter quality control across railway catering services.
During a review of the IRCTC War Room at the IRCTC office, Satish Kumar assessed the functioning of systems designed to monitor passenger complaints, catering operations, inspections and food quality. The review focused on making the monitoring framework more responsive, technology-driven and result-oriented.
Rail Madad System to Become More Passenger-Friendly
The Railway Board chief interacted with the dedicated team responsible for passenger feedback and monitoring activities and stressed the need to simplify communication between passengers and authorities.
He directed officials to further automate the Rail Madad interface so that passengers can communicate their concerns with the appropriate system through a simple, convenient single-click mechanism.
The Chairman also called for closer tracking of complaints registered through Rail Madad. Where necessary, officials should directly interact with passengers to understand the nature of their concerns and ensure that complaints are resolved effectively.
The emphasis on direct passenger engagement is aimed at moving beyond merely recording complaints towards understanding the actual problems faced by travellers and delivering timely solutions.
Greater Accountability for Inspection Agencies
Satish Kumar also stressed the importance of accountability among agencies responsible for inspecting catering facilities.
He directed that every inspecting agency should systematically record and upload details of deficiencies identified during inspections, along with information about its own performance. Such documentation would allow concerned authorities to continuously assess the effectiveness of inspection agencies and take corrective measures wherever required.
The move is expected to strengthen transparency and ensure that inspection agencies remain accountable for the quality of work they undertake.
Real-Time Monitoring of Kitchens
A major focus of the review was the use of technology to monitor railway catering kitchens in real time.
At present, four camera feeds are available for monitoring kitchen operations. The Railway Board chief directed that additional cameras be installed in raw-material storage areas. He also called for the deployment of PTZ (Pan-Tilt-Zoom) cameras to provide wider and more effective surveillance of kitchen activities.
Camera-based monitoring is increasingly being used to assess hygiene, infrastructure and operational conditions inside kitchens. Whenever poor conditions are identified through inspections or video surveillance, officials have been directed to initiate appropriate notices and corrective action.
During the review, the condition of a kitchen at Anantapur in South Central Railway was highlighted as requiring improvement based on inspection findings and video monitoring.
Roti and Paratha Preparation Under Scanner
Special attention was given to the preparation of roti and paratha, which was identified as an area requiring detailed scrutiny.
Satish Kumar directed officials to conduct a comprehensive review of the entire preparation process to identify shortcomings and ensure that prescribed standards are consistently followed.
The focus is expected to cover different stages of preparation and handling, with the objective of improving consistency, hygiene and overall food quality served to railway passengers.
Tough Action Against Ineffective Inspection Agencies
The Railway Board chief also examined the functioning of third-party agencies engaged in inspecting catering facilities at various railway locations.
Although third-party inspection arrangements are already operational at several places, the review emphasized that inspections must be meaningful, effective and capable of producing measurable improvements.
Agencies whose performance is repeatedly found to be inadequate may face appropriate action, including delisting wherever warranted. The objective is to ensure that third-party inspections serve as an effective quality-assurance mechanism rather than becoming a routine procedural exercise.
AI-Based Alerts to Trigger Immediate Action
The review also examined the growing role of Artificial Intelligence-based monitoring and detection systems in railway catering.
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AI-enabled systems can identify issues such as rodents, cockroaches and other deficiencies. Satish Kumar made it clear that detection alone should not be considered sufficient.
He directed that every significant AI-generated alert should be followed by appropriate action, including warning letters and deterrent measures wherever necessary. The approach is intended to ensure that identified problems lead to timely corrective action instead of merely being recorded in monitoring systems.
Technology Push to Improve Passenger Confidence
The review highlights Indian Railways’ increasing reliance on technology, real-time surveillance and data-driven monitoring to improve catering standards.
By integrating passenger feedback, automated complaint systems, CCTV surveillance, third-party inspections and AI-based detection, railway authorities aim to establish a stronger accountability framework across the catering ecosystem.
The measures are ultimately aimed at improving food quality, hygiene, kitchen standards and passenger satisfaction. Stronger monitoring and faster corrective action could also help build greater confidence among passengers regarding the quality and safety of food served on trains and at railway stations.
The Railway Board’s latest directives underline the need for continuous supervision rather than periodic inspections. With greater use of technology and stricter accountability, Indian Railways is seeking to make its catering services more responsive, transparent and firmly focused on passenger needs.
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