Western Railway tops GREI for 5th consecutive year, leads in complaint redressal | Representational Image
Western Railway (WR) has once again emerged as the top-performing zone in the Indian Railways network in terms of public grievance redressal, securing the No. 1 position in the Grievance Redressal Efficiency Index (GREI) for the fifth consecutive year. With an impressive GREI score of 0.96 for the year 2023–24, WR has set a benchmark in passenger service and responsiveness.
According to senior officials, WR has consistently maintained its lead in grievance redressal, with previous GREI scores of 0.95 (2022–23), 0.92 (2021–22), 0.99 (2020–21), 0.73 (2019–20), and 0.90 (2018–19). This performance reflects WR’s unwavering focus on promptly addressing passenger concerns and improving service quality across its network.
In a significant achievement, WR’s share of complaints registered through the Rail Madad platform dropped sharply from 8.29% in April 2024 to 4.97% in February 2025—a remarkable 40% reduction. Similarly, the number of grievances per million passengers decreased by 36%, falling from 219 to 141 in the same period.
“The average disposal and pendency time for complaints under WR is among the lowest across Indian Railways, while passenger feedback has consistently remained among the highest. This success is attributed to the prompt monitoring and response mechanisms set in place by senior officials at various levels” further added official.
WR has also established dedicated “War Rooms” across all six of its divisions to monitor and resolve complaints in real-time. In 2023, WR handled over 1170 million passengers and received approximately 47,120 complaints—just 0.0040% of the total passengers. In 2024, even with an increase in footfall to 1247 million passengers, complaints reduced to around 41,680—bringing the complaint percentage further down to 0.0033%.
When asked about the major grievances, an official said they mostly pertain to onboard cleanliness, availability of water, linen issues, nuisance caused by fellow commuters, catering and vending services and problems related to unauthorized hawkers.
“In response to passenger feedback, WR has actively conducted inspections and launched several special drives focused on passenger amenities, station and train cleanliness, toilet hygiene, catering and vending services, unauthorized travel in reserved coaches, and the performance of Onboard Housekeeping Services (OBHS)” said Vineet Abhishek, Chief Public Relations Officer of WR.
“With these sustained efforts, Western Railway continues to lead by example in customer service and responsiveness, reaffirming its commitment to passenger satisfaction and operational excellence” he said.
