Railways to introduce SMS-based OPCRS service for cleanliness related complaints

June 11, 2013

As envisaged in the Rail Budget 2013-14, Indian Railways will launch an SMS-based service named “On-site Passenger Complaint Redressal System (OPCRS)” for quick response to passenger complaints regarding housekeeping service in coaches. The service will be started on a pilot basis on a few select trains to facilitate passengers to contact on-board staff through SMS or phone call for complaints related to hygiene in coaches, toilets and other problems faced during journey. OPCRS is likely to be launched in either Mumbai Rajdhani or Bangalore Rajdhani as a pilot project soon.

How will it work?

The system will provide a common number like the one used for PNR enquiry which to which a passenger can send SMS for any issue related to coach housekeeping like dirty toilets, compartment or absence of liquid soap. Once the SMS is sent, the information will be registered on OPCRS connected with GSM network, and it will be immediately routed to a GSM hand held unit (mobile phone) available with housekeeping supervisor on train. Simultaneously, an acknowledgement would be sent on the mobile phone of the complainant with a complaint ID with instruction to disclose the ID to the housekeeping supervisor after he attends to the problem to his satisfaction. Housekeeping supervisor on receipt of passenger information would locate him, get briefing of his requirements and attend to the problem besides giving him feedback.

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