Mumbai News: Central Railway Deploys Special AC Task Force To Curb Irregular Travel; 100% Of Complaints Addressed
Central Railway’s Mumbai Division in a bold and decisive move to elevate travel experience, while prioritizing the safety and comfort of passengers, undertook a unique initiative to curb irregular travel.
Details
On May, 25th 2024, CR introduced a dedicated AC Class Task Force to address issues related to irregular traveling in suburban trains. A specialised squad has been deployed to respond promptly to commuter concerns, aided by a dedicated 24/7 WhatsApp complaint number, 7208819987. This innovative approach allows passengers to report incidents of irregular travel, ensuring immediate assistance during travel hours and subsequent follow-ups as required.
Response to every complaint received on the dedicated whatsapp number is immediate. If the Special Squad is in the particular section mentioned in the complaint, they immediately swing into action, However if the Squad in not immediately available, then action is taken on subsequent day.
During the period 25th May-2024 to 30th June-2025, a total of 11,134 complaints were received and all were addressed within a short span of 2 days, marking a 100% resolution of complaints. This proactive enforcement has led to a notable decline in complaints, with daily average of complaints dropping heavily from 79 in June-2024 to 29 in June-2025. The maximum complaint received per day has also come down from 228 per day in June-2024 to 103 in June-2025.
Based on a thorough analysis of complaints received, action taken and deployment of special squads, an astonishing 1.22 lakh travellers were detected travelling without proper tickets in AC locals and an amount of Rs 4.01 crore were recovered as penalty during the period 25th May-2024 to 9th July-2025 which makes it an average of 365 passengers travelling without proper tickets daily and an average recovery of Rs.1.19 lakh per day from the offenders.
Widespread Praise Received
This initiative has received widespread praise from passengers for Central Railway’s proactive approach in upholding the high standards of its premium services.
Notably, Mumbai Suburban Network of Central Railway carries approximately 3.9 million passengers every day through its 1810 services daily including 80 AC local services daily carrying approximately 78000 passengers per day.
Central Railway’s Mumbai Division aims to achieve zero complaints regarding irregular travel in AC local coaches. The introduction of the dedicated WhatsApp complaint number along with regular checks has significantly aided in achieving this objective. Passengers are encouraged to utilise the WhatsApp complaint number, 7208819987, to report any instances of irregular travel they observe. It may be noted that the dedicated number is only for messaging the issue on the given number and that no phone calls can be made on the same.
Central Railway appeals to its passengers to travel with dignity by purchasing proper tickets in order to avoid inconvenience
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