Southern Railway launches QR-code grievance system to curb food quality issues

The Southern Railway within a week after soft-launching of the grievance redressal for the catering stalls and canteens operated in railway stations across the city has penalised a canteen contractor for serving poor quality food. The Chennai division of the Southern Railway had recently launched QR code-based grievance and feedback registration for passengers of the catering stalls. 

A. Elumalai, Public Relations officer of the Chennai division, said the QR code initiative is a pilot project carried out in collaboration with RailMadad, and aims to make it easier for passengers to register complaints and share feedbacks regarding catering stalls. The passengers could register any grievances regarding overcharging, deficiency in service, food quality and quantity, non-availability of food, water and hygiene.

Mr. Elumalai said that they received complaints of food quality and over charging of price in a few stalls located in Dr. MGR Central and Egmore stations.  The railway officials, on verification, found the complaints to be genuine and have penalised the contractor of the stalls. The Chennai division has nearly 50 stalls and canteens selling food and beverages, he added.

The system involves installation of unique QR codes in all the catering stalls.

By scanning the QR code passengers are provided with essential details of the stall’s location and the station code. Upon scanning, they are directed to the RailMadad portal for registering their grievances. Once any complaint gets registered, alerts regarding complaints are immediately sent to the respective Catering Inspectors and Station Managers, enabling them to attend to the issues promptly.

Social activist R. Senthil said the initiative was a much needed one as it would help in not only preventing overcharging of food items but also helps to curb sale of spurious food items at these stalls.