Motorguards on trains in the state will now have new complaint books that will include Marathi instructions for those who want to register a grouse but could not understand the information provided in the standard complaint form, which are presently available only in Hindi and English.
Central Railways runs the trains in Maharashtra and the decision has been taken because commuters from rural Maharashtra could not understand the information the complaint form asked for. Now, for example, ‘Suggestion/Name of the complainant’ will now be written in Marathi as well, as ‘Suchak/Firyaadi che naav’.
Until now 500 of these books have already been distributed at both suburban stations in the city and outstations trains in the state, with the next batch set to arrive soon.
The Complaint Management System (CMS) on the CR’s website has lodged around 490 complaints, while complaints addressed directly addressed to officials based in CST headquarters are 138. “The point of including Marathi in the questionnaire form in a complaint books has been initiated as a way to make it easier for those who primarily read and write in this language. This can be a small but useful tool for commuters all over the state as well as Mumbai,” said CR chief public relations officer, Narendra Patil.
