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         Complaint Policy

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Complaint Policy

Complaints received during the year 2022= 511  Complaints disposed of during the year 2022= 619

Complaint Handling Policy of Central Railway

The Vigilance Department of Central Railway (CR) is responsible for conducting investigation of complaints against the officials of CR while discharging their official duties wherein allegations of corruption and/or vigilance angle are involved.  The vigilance angle is obvious in case of demand and acceptance of illegal gratification, misuse of official position, possession of assets disproportionate to his known sources of income, cases of misappropriation, forgery or cheating. Vigilance angle may also be present in cases of gross and willful negligence, blatant violation of laid down systems and procedures, reckless exercise of discretion, any undue/unjustified delay in disposing of a case, etc.

A. Jurisdiction of Vigilance Department of Central Railway

Complaints can be lodged against the officials of Central Railway who are involved in corrupt practices while discharging their official duties. The vigilance department has no jurisdiction over private persons and other government departments.

B. Lodging of Complaints

Complaint can be lodged by addressing the written communication/letter directly to SDGM & CVO, CR. The complaint should be signed and contain the name and complete postal address of the complainant with specific details/information of the matter.

Complaints sent on any e-mail ID of officers of the vigilance department will not be entertained or taken cognizance of by the vigilance department. In this regard, it is clarified that if a signed complaint containing verifiable allegations, involving prima facie vigilance angle, is conveyed via enclosures of an e-mail, such complaint shall be dealt as per para C below. On the other hand, if allegations are plainly exchanged in the main body of an e-mail without any signed enclosures, such complaints shall not be given cognizance and simply filed (no action taken).

C. Handling of Complaints:

1.     Only those complaints which are within the jurisdiction of SDGM & CVO, CR and contain the allegations of corruption and/or having vigilance angle will be investigated/dealt by the Vigilance department of CR.

2.      As the Vigilance Department deals only with the matters of corruption, redressal of grievances should not be the focus of the complaints made to the SDGM & CVO, CR.

3.    Any complaint that does not bear the name and address of the complainant is an anonymous complaint. A complaint which does not bear the full particulars of the complainant or is unsigned or is not subsequently acknowledged by a complainant as having been made is a pseudonymous complaint.

4.    No action will be taken on the anonymous /pseudonymous complaints in line with CVC’s circular No. 07/11/2014 dated 25-11-2014, and such complaints will be filed (no action taken).

5.    Complaints without specific factual details, verifiable facts and which are incomplete/ vague, frivolous or contain sweeping or general allegations will not be acted upon.

6.    Any complaint from a person known to make frivolous complaints (unreliable complaint) will be filed.

7.   Complaint containing allegations devoid of any vigilance angle or allegations which are administrative in nature, shall be forwarded to the administrative department concerned for necessary action as deemed fit.

8.   Complaints which contain matters which are sub-judice before any competent court or tribunal or authorities shall be filed.

9.   Illegible complaints shall be filed.

10.  Complaints which are against private persons, officials of private organizations and other government departments, shall not be entertained and shall be filed.

11. Once a complaint is received in the office of SDGM & CVO, CR, further correspondence in the matter will not be entertained.  However, it will be ensured that the complaints will be taken to their logical conclusion.

12. The complainants are also advised not to continue lodging complaint on the same subject repeatedly.

D. Action against persons making false complaints:

If a complaint against a public servant is found to be malicious, vexatious or unfounded, the complainant is liable to be taken up for making a false complaint as per laid down provisions of Indian Penal Code and Code for Criminal Procedure.

Further, if the person making false complainant is a public servant, departmental action may be initiated against him/her.

E. Whistle Blower Complaints:

a)  If a complainant while exposing a case of corruption wants his identity to be kept secret, he/she should lodge a complaint under “Public Interest Disclosure & Protection of Informers Resolution (PIDPIR) 2004” – popularly known as whistle blower provision. Government of India has authorized the Central Vigilance Commission, as the Designated Agency, to receive written complaints under PIDPIR.

b)  Such complaint should be in a closed/ secured envelope. The envelope should be addressed to Secretary, Central Vigilance Commission and should be super-scribed “Complaint under The Public Interest Disclosure”.

c)  Such complaints may also be lodged directly with the nominated Designated Authorities concerned. The CVO (i.e. PED(Vigilance)), Ministry of Railways is the nominated Designated Authority to receive the complaints filed under PIDPIR for all units of the Indian Railways including Central Railway.  It is clarified that SDGM & CVO, CR is not the Designated Authority to receive the Whistle Blower complaints (the complaints filed under PIDPIR).

d)  Such complaint should be in a closed/ secured envelope. The envelope should be addressed to PED(Vigilance), Ministry of Railways, Rail Bhavan, Raisina Road, New Delhi – 110001 and should be super-scribed “Complaint under The Public Interest Disclosure”.

e)  However, any such complaints directly received by SDGM & CVO, CR from the complainant will be forwarded to the Designated Authority of IR i.e. PED(Vigilance), Ministry of Railways for further necessary action without opening the envelope.

                        Any corruption related complaint pertaining to Central Railway may be addressed to:

The Chief Vigilance Officer,
Vigilance Department,
Central Railway,
2nd Floor,
CSMT, Mumbai


Source : Central Railway / Indian Railways Portal CMS Team Last Reviewed : 14-02-2023  

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