09 March,2011 06:56 AM IST | | Vedika Chaubey
From a glass of water to boarding the right train to reporting miscreants, Government Railway Police have been instructed to address all queries, complaints of commuters
If you are stuck at any of the city's railway stations, struggling with directions, platform numbers, train enquiry, lost possessions, harassment or even wondering where to get a glass of water, you can count on the GRP officials.
Special directions have been given to the GRP personnel to be patient with passenger queries and complaints
Following instructions from railway authorities, the Government Railway Police will now help you with such workaday occurrences that you didn't know who to ask or report.
Special directions have been given to the GRP personnel to specifically look after the problems of students and senior citizens.
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In case they need water or need help getting on to the train in a crazy rush, the GRP personnel will help them look for the water counter, or lend them a helping hand.
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If they seem confused over where they need to get off, these men will guide them to their right destination.
An inspector from a major railway station said, "We haven't been getting many passenger with questions as yet because they don't know about the new instructions. But I am sure after word of mouth publicity, or reading about it, there will be more passengers."
He added that officials have been told to be patient with passenger queries and complaints, no matter how simple they seem. "I have informed all officials in my police station to take care of passengers in any manner possible," he said.
The initiative comes after commuters claimed that many cases go unreported because railway cops give commuters a hard time while registering complaints.
Director General of Police Raj Khilnani (GRP) said, "Commuters can report any kind of complaints with us related to hawkers, eve teasing, theft, or any other. Also, they are welcome to give us any kind of information related to such offences."
He added, "I have personally seen many passengers looking clueless and seekingu00a0 help over simple things. Now they can drop in at our offices at railway stations or search for our officials patrolling or sitting at stations and ask them their query. They will definitely help."
Khilnani also dropped a word about the practicality of lodging complaints and asking for help. "The complaint should be reasonable, not frivolous, that is all. We have started this system on an experimental basis. If passengers like it, we will take it up in a more enthusiastic way," he said.
Drop the inhibition
At present, many passengers hum and haw while bringing up their issues with the railways, as they feel they will be made to jump through the hoops over a simple complaint, they said.
Take for instance Kartikeya Kumar who recently lost his wallet in the local train but didn't go to the police, fearing their attitude.
"Once, I had accompanied a friend to a police station after he lost his cell phone in a train. The policemen insisted on endless formalities, took him in custody, and were rude.
So we decided to let the lost phone be. And following the incident, I didn't report my lost wallet as well," Kumar, a regular rail commuter said.
However, DGP Khilnani assured that passengers with reasonable complaints and queries will have no such issues to fear from now on.
