PUBLIC GRIEVANCES REDRESSAL ORGANISATION 

1. Public Grievances Redressal Machinery has been set up on North Western Railway to provide high level of satisfaction to the Rail Users in redressing their grievances/complaints as quickly as possible. At Headquarter Office, Jaipur this organization is under the overall charge of Senior Deputy General Manager and Chief Vigilance Officer. 

2. Similar Public Grievances Redressal Cells have been provided at all the Divisional Railway Headquarters. Each of these Cells are functioning under the control of Additional Divisional Railway Manager who is also the Director of Public grievances for the Division. Their addresses and Telephone Number are given below:-

3. In addition to the above, following other facilities have been provided:-

(A) COMPLAINTS/SUGGESTION BOOKS 
Complaint/Suggestion Book have been provided at all Station, Refreshment Room, Dining Cars, Important Goods Sheds and at all Catering Stalls. They are also available with Guards of all trains carrying Passengers(excluding Suburban trains) including Mail and Express trains and also with Conductors of these trains. Public have an easy access to these Books to record their grievances.

(B) Complaints cum Suggestion Boxes 
These boxes have been provided at important stations of this Railway for the benefit of Rail users to insert their grievance which will be attended to quickly. 

(C) Public Grievances Redressal Booths
These Booths have been setup at important stations of this Railway to provide assistance to the needy passenger and try to redress their grievances on the spot. 

4. In order to provide better satisfaction to the rail users at Divisional Headquarter, the rail users are invited to meet ADRM regarding their grievances on Fridays between 3.30 PM and 5.00 PM. Similarly at Headquarter Office, they can see SDGM & CVO to ventilate their grievances on 1st and 3rd.Friday between 3.30 PM & 5.00 PM. If they are not satisfied at the level of SDGM & CVO, they can meet General Manager on last Friday, Member of Public are however, free to meet any other officer on any working day to bring their grievances to their notice. 

5. At the Headquarter Office Jaipur Chief Commercial Manager deals with all the complaints and he may be addressed directly. Complaints about claims & refunds should be addressed to the Chief Commercial Manager, North Western Railway Jaipur -302006. Similarly in case of theft and pilferages of personal luggage, passengers may contact the nearest Railway Police and record their complaints. In doing so, they may seek the assistance of Station Master or Assistant Station Master on duty, if necessary. 

6. Complaints about tickets, Reservation, Catering services, Bedroll, Watering, Refund of tickets& reservation and Retiring room should be addressed to the Chief Commercial Manager, Jaipur- 302006.

IMPORTANT TELEPHONE NUMBERS AND ADDRESS

OFFICE	Telephone Nos/ FAX	Telegraphic Address
Head Quarters Office, Loco Colony, Jaipur-302006	Tel.(0141)2222695 Fax-(0141)2222936
Chief Operations Manager, Head Quarters Office.	Tel.(0141)2222488 Fax-(0141)2222488
Chief Commercial Manager, Head Quarter Office.	Tel.(0141)2374893 Fax-(0141)2360383
Divisional Railway Manager Office, Jaipur		“Mandadhi” Tel.(0141)2200322 Fax.(0141)2202478
Divisional Railway Manager Office, Ajmer		“Mandadhi” Tel.(0145)2421752 Fax(0145)2421048
Divisional Railway Manager Office, Bikaner		“Mandadhi” Tel.(0151)2521568 Fax.(0151)2544401
Divisional Railway Manager Office, Jodhpur		“Mandadhi” Tel.(0291)2431187 2431300 Fax.(0291)2431601