Indian Railways Serves 58 Crore Meals Annually, Records Just 0.0008% Complaints: Centre

New Delhi, Dec 2025 : Indian Railways serves an estimated 58 crore meals to passengers every year and receives just 0.0008 per cent complaints on average, Railway Minister Ashwini Vaishnaw told the Rajya Sabha on Friday.

Responding to questions on food quality and passenger satisfaction, the minister said a total fine of Rs 2.8 crore has been imposed on service providers over the last four years following inquiries into food-related complaints. He emphasised that maintaining high food standards remains a top priority for the Railways.

“It is the continuous endeavour of Indian Railways to provide good quality and hygienic food to travelling passengers. Necessary steps are taken from time to time to improve the quality of food and services,” Vaishnaw said.

He added that the Railways has strengthened its complaint management system to enhance accountability and improve responsiveness. The launch of the RailMadad Portal has created a single-window mechanism for passengers to register grievances and offer feedback, greatly simplifying the process.

“When any passenger complaint regarding food quality is reported, prompt and appropriate punitive action is taken against the service providers concerned,” he said, highlighting that the low complaint figures reflect both the scale of operations and the growing efficiency of service delivery.

As part of its ongoing efforts to enhance food quality, hygiene and monitoring, Indian Railways has implemented multiple measures across production and service points. These include the supply of meals from authorised base kitchens and the commissioning of modernised kitchens in selected locations.

CCTV cameras have been installed in base kitchens to ensure real-time monitoring of food preparation, storage, cleanliness, and safety protocols. The Railways has also shortlisted popular and branded raw material suppliers for ingredients such as cooking oil, flour, rice, pulses, paneer, dairy products and spices to ensure consistent quality.

To strengthen on-ground vigilance, food safety supervisors have been deployed at base kitchens to oversee hygiene practices, while IRCTC supervisors have been posted onboard trains for continuous quality checks.

In another notable initiative, QR codes have been introduced on food packets served to passengers. Scanning these codes provides key information, including the kitchen of origin and date of packaging, offering transparency and accountability.

Further, base kitchens and pantry cars undergo regular deep cleaning and periodic pest control to maintain sanitary conditions.

The Railways has also aligned its processes with national food safety norms. The minister noted that Food Safety and Standards Authority of India (FSSAI) certification for designated food safety officers at every catering unit has been made mandatory.

With millions of passengers relying on onboard catering daily, the measures underscore a systematic effort to enhance service standards. Vaishnaw reiterated that the focus remains on continuous improvement to ensure passengers receive safe, hygienic and nutritious food while travelling.