Public Grievance Redressal Organization
1.Public Grievance Redressal Machinery has been set up in the Head Quarter to receive any suggestions from Rail users and for redressing their grievances/complaints. Additional General Manager (AGM) is the overall incharge.
2.Similarly, Public Grievance Redressal Cell have been provided at all the Divisional Railway Head Quarter. Each of these cells are functioning under the control of Additional Divisional Railway Manager (ADRM), who is also the Director, Public Grievances for the division.
3.Director of Public Grievances (Zonal) Central Railway
| Designation | Address | Telephone No. & E-mail Address |
| Addl. General Manager | Headquarter Office, Central Railway, CSMT, Mumbai 400001. | 022 –22620746 agm@cr.railnet.gov.in |
4.Directors of Public Grievances (Divisional)
| Division | Designation | Address | Telephone Number and E-mail Address |
| Mumbai | ADRM | DRM Office, Mumbai CSMT 400001. | 022 – 67455005 adrmadmin@bb.railnet.gov.in |
| Bhusaval | ADRM | DRM Office, Bhusaval 425201 | 02582 – 222585 adrm@bsl.railnet.gov.in |
| Nagpur | ADRM | DRM Office, Nagpur 440001. | 0712 – 2561478 adrmadmin@ngp.railnet.gov.in |
| Solapur | ADRM | DRM Office, Solapur 413001. | 0217 – 2312754 adrm@sur.railnet.gov.in |
| Pune | ADRM | DRM Office, Pune 411011. | 020 – 26059593 adrm@pa.railnet.gov.in |
5.The complaints/suggestions from individuals (passengers, freight customers, etc.) can be sent through: -
ØCPGRAMS - https://pgportal.gov.in
ØRailMadad - https://railmadad.indianrailways.gov.in
ØAll India helpline No.139.
ØComplaint books available in trains and stations.
6.Following category of representatives, if they want to discuss any suggestion/grievance can meet GM/AGM/DGM on Tuesday between 14:30 hrs. to 18:00 hrs.
i Elected public representatives
ii Members of ZRUCC/DRUCC/SRUCC
iii Representatives of Chamber of Commerce/Trade Associations
iv Representative of Passenger Associations
The above representatives should email grievance details of Central Railway to aspg@cr.railnet.gov.in and can seek appointment with GM/AGM/DGM.
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