In A First, Indian Railways Rolls Out A QR Complaint System At Catering Stalls In Chennai

Indian Railways keeps finding ways to improve the overall passenger experience. But these efforts are not limited to train journeys alone. The authorities have now introduced a first-of-its-kind QR code-based grievance redressal system that allows passengers to lodge immediate complaints about service issues at catering stalls in the Chennai division. Here’s more on this new initiative. 

New QR-Based Grievance System By Indian Railways

In a move to enhance passenger convenience, Indian Railways has introduced a first-of-its-kind QR code-based grievance redressal system at catering stalls in Chennai division, in collaboration with RailMadad, allowing quick complaint registration on hygiene and service issues. pic.twitter.com/1g6Ccnrm9X

— Ministry of Railways (@RailMinIndia) December 23, 2025

The Ministry of Railways recently took to its official X account to make a major announcement for the Chennai division. To enhance passenger convenience, Indian Railways has introduced a QR code-based grievance redressal system.  Passengers who face issues related to service or hygiene at catering stalls can now quickly register a complaint by scanning the QR code displayed at the stall. 

The system has been launched in collaboration with RailMadad, Indian Railways’ digital one-stop platform for passengers to seek assistance and lodge complaints. Apart from complaints, the system also allows passengers to share feedback on catering stalls. This new initiative improves monitoring of catering units, makes feedback easier, and helps improve overall services. 

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How The QR-Based Complaint System Works

Using the system is simple. Once a passenger scans the unique QR code, essential details such as the stall’s location and station code appear automatically on the screen. This makes it easier to submit a complaint without manually entering stall details or filling out forms.

After lodging the complaint, an acknowledgement message with a unique reference number is instantly sent to the registered mobile number. This allows passengers to track the status of their complaint. Real-time alerts are also sent to catering inspectors and station managers. This ensures that issues are addressed promptly and accountability is maintained.

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It’s a great initiative by Indian Railways for the Chennai division. Hopefully, the system will be introduced across other zones in India soon. What do you think of this system?

Cover Image Courtesy: @RailMinIndia/ X