Indian Railways Launches QR-Enabled Complaint System for Catering Services in Chennai

Indian Railways has introduced a QR code-based grievance redressal system at catering stalls in the Chennai division, as per news reports. 

The system has been implemented in association with RailMadad, the railway’s existing passenger complaint platform. It allows travellers to register complaints digitally at the location where the issue occurs. 

Each catering stall carries a unique QR code. By scanning it, passengers are directed to the RailMadad portal, where they can log in using their mobile number and submit a complaint. 

Types of Issues  

The system allows complaints related to food quality, hygiene conditions, overcharging and service deficiencies at catering stalls. Once entered, the complaint is recorded on RailMadad and sent to the relevant railway department for action. 

As per news reports, railway officials said the process is intended to replace informal and paper-based complaints with a standard digital channel. The Chennai division is the first to deploy the system specifically for catering services. 

Ministry Communication on the Initiative 

In a statement shared on social media platform X, the Ministry of Railways said the QR-based system has been introduced to make grievance registration easier for passengers and to address hygiene and service issues at catering stalls. The ministry described the rollout as a pilot initiative. 

No timeline has been provided for expanding the system to other railway divisions. 

Digi Locker Facilities at Selected Stations 

Separately, Indian Railways has introduced 24x7 Digi Locker facilities at select stations. These self-operated luggage lockers have been installed at Ratnagiri in Maharashtra, Thivim in Goa and Udupi in Karnataka. 

The lockers are intended to provide secure, short-term storage for passengers during waiting periods or stopovers, particularly at medium-sized stations. 

Fare Changes Announced from December 26, 2025 

The Ministry of Railways has also announced a revision in passenger fares effective December 26. Under the revised structure, passengers travelling more than 215 kilometres will pay an additional 1 paisa per kilometre in Ordinary Class and 2 paisa per kilometre in Mail and Express services, including AC classes, as per The Economic Times report. 

For non-AC journeys of about 500 kilometres, the increase amounts to roughly ₹10. Suburban services and Monthly Season Ticket holders are excluded. The Railways estimates the change will add around ₹600 crore to annual revenue. 

Read More: Central Railway Announces 76 Special Trains for Christmas and New Year Rush! 

Conclusion 

The QR-based grievance system in the Chennai division adds a digital layer to monitoring catering services. The initiative is being run as a pilot and may guide similar deployments in other railway zones. 

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