Indian Railways has fined a catering service Rs 1 lakh for overcharging passengers for bottled water. A video shared by Railways on the social media platform X showed a passenger being charged more than the standard price for a bottle of water.
A Rail Neer bottle, which is typically priced at Rs 15, was sold for Rs 20 by a vendor aboard the Pooja SF Express.
In a video lasting 1 minute and 47 seconds, recorded by a passenger in the 3rd AC economy class, the customer questioned the vendor about the extra Rs 5 charge. The vendor casually responded, stating that he needed to earn a living. Despite purchasing the bottle for Rs 20, the passenger informed the vendor that he would file a complaint on the designated platform. The vendor, however, walked away without seeming concerned about the consequences.
The passenger, determined to resolve the issue, quickly called 139, the railway’s helpline number, to file a complaint. The video captured the entire process of filing the complaint, which was promptly acknowledged. Not long after, a representative from the catering service arrived to refund the Rs 5 that had been overcharged. The passenger also requested that the vendor refund the extra amount to other passengers in the coach.
The video also included a letter from Indian Railways confirming that the catering service had been fined Rs 1 lakh for the violation. The letter highlighted Indian Railways’ strict zero-tolerance policy against overcharging and unethical practices, sending a clear message to vendors to follow pricing rules diligently.
To file a complaint with Indian Railways, you can do so through several methods:
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Call 139: This is the integrated railway helpline number.
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Online: Visit the Indian Railways website and fill out a form with details about your complaint, such as the date of the incident, staff involved, and location. You’ll also need to provide your personal information, like your name, contact number, and address.
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RailMadad: You can use the RailMadad grievance form to report a complaint. You’ll need to provide details like your mobile number, OTP, journey info, train number, and PNR number. This platform also allows you to track your complaint and submit suggestions.
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SMS: Send an SMS to 91-9717680982 to file a complaint.
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Security Complaints: For any security-related issues, call 182.
