Indian Railways

How to Lodge Complaints Regarding Railway Coach Cleanliness

Indian Railways has a total of 121,407 kilometers of track length completing 67,380 kilometers of railway route spread in the Indian regions. This wide spread railway network has been entitled as the fourth largest railway services of the world. The arrival of IRCTC and adoption of digital platforms by the Indian Railways have contributed a lot in managing the railway services, and facilitating passengers with a number of interactive facilities. With the arrival of digital services now passengers can book online tickets, know PNR status, check train availability, order food in train and track the live status of the train. In addition to these facilities, filing complaints or grievances through digital platforms have been made possible with the help of Railway authority and IRCTC Initiatives.

If you’re boarding on a train and find the coaches or washroom not up to the mark in terms of cleanliness and hygiene, then you can file complaints directly on web portal of the Indian Railways Further, many other Initiatives have been taken to add extra convenience for the passengers in lodging any kind of complaints related to cleanliness. Some of the prominent ways through which the passengers can request or complain about coach cleanliness are:

Filing Complaints through Mobile application
If you have had enough of requests to the railway attendants or you didn’t find anyone to make a request for the coach cleaning; you don’t need to feel helpless. There are alternative ways to complain via mobile application.

Coach Mitra App
One can download “Coach Mitra” App from Google Play Store to lodge a complaint regarding the cleanliness issues.

How Does it Work

  • Download the Coach Mitra Application
  • Fill Your PNR details
  • Write about your issues
  • Send the request
  • The application functions for almost 1700 trains operated by the Indian Railways. The on-board housekeeping team gets an instant message the moment you send your request to clean the coach. Within 15 to 20 minutes, the housekeeping staffs will arrive and clean up completely. The app also allows uploading pictures related to dirty railway compartment, linen or toilets.

    Filing Complaints through Web Services
    You can also file complaints related to your coach cleanliness issues thorough web portals. To file your complaints on web portal you need to visit on the official website of “Indian Railways Complaints and Suggestion” portal for filing your request or complaints.
    This web portal is for all the complaints and grievances to be submitted to Indian Railways board.

    • Visit the web portal
    • Select the Complaints/Suggestion/ feedback from the dropdown menu.
    • Enter the date, name, contact number, and email-id.
    • Enter the complaint description
    • Verify the form by filling the given codes in the box
    • Click on Submit

    (Note: You can also use the same website for filing complaints regarding thefts, insecurity, repairing service and behavior of railway staffs and so on)

    Clean My Coach App

    • You can log in to the website of “Clean My Coach
    • Enter your PNR number, mobile number and select the issue from the dropdown menu.
    • Enter the code written in the last box.
    • Click on “Send Request” Button.

    This way you can file your complaints regarding cleaning issues. This service is available on 2167 trains operated by the Indian Railways.

    Lodging Cleanliness Issues through SMS Service
    You can also file complaints related to cleanliness issues via SMS services. You simply need to follow few steps in order to get your coach cleaned.
    Cleaning Assistance Number: 58888

    • Type Clean (space)
    • Enter 10 digit PNR number
    • Enter the Service Code
    • Send it on “58888”

    Cleanliness Assistance number: 9200003232

    • Type Clean (space)
    • Enter Your 10 digit PNR number
    • Enter the service code
    • Send it on “9200003232”

    How SMS Service Functions:

    • The first SMS will be sent to the OBHS (on board housekeeping service) staff with details of the passenger, including the mobile number.
    • The second SMS goes to the control office with the same details.
    • The third SMS is sent to the passenger with details of the cleaning staff – the name and mobile number.
    • If the coach is not cleaned within 30 minutes of the request, an alert message is sent to the controlling officer.

    Service Codes- The Key for Coach related Assistance
    You need to know about the service code for filing your complaints through SMS.

    • C- Clean
    • W – watering issues
    • P – Pest Control (Cockroaches etc)
    • B- Dirty Bed roll
    • E- electricity (AC / Coach lights)
    • R – Repairing

    Complain via Call and Social Media (Twitter)
    139 is the toll-free number for the passengers to call and address their complaints regarding railway services. Cleanliness being one of them, can be also addressed by a call on 139 and passengers will get a definite response to solve their issues. On the other end, social media is also playing a crucial role in the digital era to help passengers during journey. Twitter, a micro blogging website is widely used to express the concerns. It’s an active platform where passengers can tweet their grievances and the team replies with an immediate response to resolve issues related to train services. Tweet your security related issues, cleanliness issue, or other service related complaints through the Indian Railways twitter handle “”@RailMinIndia“.

    Seek for Railway Attendants:
    Usually in every train there are few coach attendants on duty for requests and concerns of the passengers. They are authorized for coach cleanliness and maintenance. Address your issues and they will arrange for the cleaning services as soon as possible.

    Author: Rohit Choubey

    Rohit is an avid blogger as well an eminent digital marketeer. He has immense passion towards food blogging. His hobbies include travelling, cooking and watching movies. He is the content analyst for RailMitra.