In 11 months, Central Railway resolves over 11,000 complaints, recovers Rs 4 crore in fines from AC coaches
According to officials, all 11,134 complaints received between May 2024 and June 2025 were resolved within two days — either on the spot or during follow-up checks.
The AC Class Task Force, operational since May 25, 2024, was formed to curb irregular travel and respond swiftly to complaints via a 24×7 WhatsApp helpline (7208819987).
During the 13-month period for which data is available, while the number of offenders caught stood at 1.22 lakh, the fines collected amounted to Rs 4.01 crore.
While there are no comparable figures for the corresponding period in the previous year, as the task force was not operational before May 2024, the statement issued by the Central Railway does include a year-on-year comparison of complaint trends, showing a sharp decline in misuse.
In June 2024, CR received an average of 79 complaints per day, with a peak of 228 on the busiest day.
By June 2025, the average fell to 29 per day, with a peak of 103, indicating a substantial improvement in travel discipline.
A CR official said the goal is now 'zero complaints' in AC coaches, which serve nearly 78,000 passengers daily through 80 AC local services. The suburban network runs 1,810 services overall, transporting over 3.9 million passengers each day.
Passengers are encouraged to report irregularities via WhatsApp text. CR has also reiterated that the number is for messaging only and does not support voice calls.
(The author, Naresh, is an intern with The Indian Express)
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