Tollfree No.1800111321 and Cell to monitor Catering complaints in Trains set up by IR
Indian Railway has ensured continuous monitoring of the services provided to the passengers. If any irregularity is found punitive actions like imposition of fine, warning and termination of contract etc. are taken according to the gravity of offence/irregularity. As per extant Catering Policy, 2025, Railways proposed to have base kitchens in railway premises for close monitoring the quality.
New Catering Policy, 2025 makes it mandatory for Indian Railway to assure effective and quality food to be provided to passengers which must meet international standards.
Supervision and monitoring have been strengthened through a mechanism put in place by deploying railway personnel, who check quality and hygiene along with feedback/opinion of passengers and take corrective action in a time bound manner. About 34565 inspections have been carried out in the last one year i.e. April, 2025 to March 2025.
Here’s the verified update regarding Indian Railways’ catering complaint system, which includes the toll-free number 1800‑111‑321 and a dedicated monitoring cell for handling passenger grievances:
☎️ Toll-Free Number: 1800‑111‑321
- Launched on January 23, 2025, this helpline enables passengers to register catering-related complaints—such as food quality issues, hygiene lapses, overcharging, or unauthorized service—both aboard trains and at stations. The service operates daily from 7 AM to 10 PM, aligning with typical food delivery hours.
- Complaints are logged in real time, and corrective action can be initiated immediately by the catering or management teams.
🏢 Central Monitoring Cell
- Indian Railways operates a national-level monitoring cell that coordinates all catering complaints and oversees enforcement actions. This includes:
- Penalties or cancellation of contracts for repeat offenders or egregious violations
- Onboard inspections based on complaint trends
- Close monitoring of base kitchens and quality control per Catering Policy 2025
- Between April 2025 and March 2025, more than 34,500 inspections were conducted to audit catering operations and hygiene.
📱 Using Rail Madad (139) Alongside the Toll-Free Number
- Passengers can also report catering complaints via the Rail Madad app or by calling 139.
- Automatic escalation may occur: after submitting a complaint, staff members (like pantry managers or TTEs) may intervene—often offering refunds or meals to resolve issues quickly.
- If the passenger withdraws the complaint, vendors may avoid official penalties—so many passengers are advised to not retract complaints for better enforcement impact.
🗣️ Passenger Experiences (Reddit Highlights)
- Overcharging prevented:
“The catering guy said meal is ₹80, then billed ₹120… I filed complaint, pantry team came and refunded extra… Rail Madad resolved issue within an hour.”
- Common issues:
- Many report being charged more than the official price or denied the ₹80 thali.
“Always ask for bill… if not provided, don’t pay… file complaint via 139 or 1800‑111‑321.”
- Retraction pressure:
- Complaints are often resolved swiftly, but some vendors pressure passengers to withdraw them.
“Pantry manager stays beside you to force you to withdraw the complaint… stopping complaints stops fines for them.”
- Phone leakage concerns:
- Some users reported receiving calls from vendors trying to reverse complaints—raising issues about privacy.
“Started getting calls from unknown numbers asking me to take back the complaint.”
✅ Summary Table
| 🔧 Feature | ℹ️ Details |
|---|---|
| Toll-free helpline | 1800‑111‑321, operational daily 7 AM–10 PM |
| Complaint cell oversight | Monitors service quality, launches inspections, imposes penalties |
| Integrated options | Complaints via 1800‑111‑321, Rail Madad app, or IVRS 139 |
| Passenger advice | Ask for bills, don’t withdraw complaints immediately |
| Enforcement |
🧭 How to Lodge a Complaint Effectively
- Ask for an official e-bill or printed bill when ordering food on the train.
- Note official IRCTC menu prices—e.g. ₹80 for vegetarian meal thali on trains with pantry cars.
- Use the 1800‑111‑321 toll-free number while on the train or at the station to formally report issues.
- Alternatively, you can lodge via the Rail Madad app or call 139.
- Do not withdraw the complaint immediately, even if a refund or free meal is offered—you’re helping ensure vendor accountability.
🎯 Why It Matters
This system gives passengers a direct formal channel to raise legitimate concerns immediately. It fosters accountability and helps curb long-standing issues like overcharging and poor food quality. While resolution is generally prompt, sustained enforcement depends on passengers following through with complaints and not retracting them.
Would you like help contacting IRCTC’s catering control office directly, or drafting a formal complaint for overcharging in future travels?
