Central Railway’s (CR) Mumbai Division in a bold and decisive move to elevate travel experience, while prioritizing the safety and comfort of passengers, undertook a unique initiative to curb irregular travel and uphold the standards of its AC local commuters.
On May 25, 2024, CR introduced a dedicated AC Class Task Force to address issues related to irregular traveling in suburban trains. A specialised squad has been deployed to respond promptly to commuter concerns, aided by a dedicated 24/7 WhatsApp complaint number, 7208819987.
This innovative approach allows passengers to report incidents of irregular travel, ensuring immediate assistance during peak hours and subsequent follow-ups as required.
During the period May 25, 2024, to March 10, 2025, a total of 8735 complaints were received. Of which 157 were attended immediately, while 8578 complaints were addressed the next day marking a 100% resolution of complaints.
This proactive enforcement has led to a notable decline in complaints, with daily average of complaints dropping heavily from 79 in June 2024 to 11 in March 2025. The maximum complaint received per day has also come down from 228 per day in June 2024 to 23 as on 10.3.2025.
Response to every complaint received on the dedicated Whatsapp number is immediate. If the Special Squad is in the particular section mentioned in the complaint, they immediately swing into action, However if the Squad in not immediately available, then action is taken the very next day.
The introduction of the dedicated WhatsApp complaint number along with regular checks has significantly aided in achieving this objective.
It may be noted that the dedicated number is only for messaging the issue on the given number and that no phone calls can be made on the same.
Notably, Mumbai Suburban Network of Central Railway carries approximately 3.9 million passengers every day through its 1810 services daily including 66 AC local services daily carrying approximately 78000 passengers per day.
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