Southern Railway launches QR-code grievance system to curb food quality issues

Southern Railway has penalized a canteen contractor for serving poor quality food, within a week of complaints against food stalls and canteens operated at railway stations across the city being temporarily remedied. Southern Railway’s Chennai division recently introduced QR code-based complaint and feedback registration for passengers at refreshment counters.

A. Elumalai, PR officer of the Chennai division, said the QR code initiative is a pilot project in collaboration with RailMadad and aims to make it easier for passengers to register complaints about catering stalls and share their feedback. Passengers can voice their complaints on issues such as excessive pricing, lack of service, food quality and quantity, lack of food, water and hygiene.

Mr Elumalai, Dr. He said they had received complaints regarding food quality and excessive pricing at a few stalls located at MGR Central and Egmore stations. Upon verification, railway officials found that the complaints were genuine and penalized the contractor of the machines. There are around 50 stalls and canteens selling food and beverages in the Chennai division, he added.

The system includes the installation of unique QR codes on all catering counters.

By scanning the QR code, passengers are provided with basic details of the stop location and station code. After screening, they are directed to the RailMadad portal to register their complaint. When any complaints are recorded, notifications regarding the complaints are immediately sent to the relevant Catering Supervisors and Station Managers, allowing them to deal with the problems immediately.

Social activist R. Senthil said that the initiative is a much-needed one as it will not only prevent over-pricing of food items but will also help in curbing the sale of fake food items at these stalls.