Cool Complaints, Hot Results: Central Railway's AC Task Force Chills Out Commuter Woes

Central Railway's AC Class Task Force, launched in May 2024, has achieved a 100% disposal rate of grievances received on its single WhatsApp helpline. The task force has resolved over 82,000 cases of irregular travel in suburban AC locals, recovering a sum of Rs 2.71 crore as fines. The initiative has reduced daily grievances from 79 in June 2024 to just 11 in March 2025. The 24x7 WhatsApp complaint number (7208819987) allows passengers to report instances of irregular travel, making it easy for timely assistance during rush hours. The initiative has been appreciated by passengers and has allowed the quality of CR's premium services to be maintained. The Mumbai Suburban Network of Central Railway carries around 3.9 million passengers daily, and 66 AC local services carry around 78,000 passengers daily.

Source: Free Press Journal