Complaints on Twitter: WR has instant solution

Indore : Authorities with Ratlam Division of the Western Railways are using Twitter for quick resolution of customers' complaints as part of their larger commitment to provide quality service.
As per the official figures, Ratlam division in past six month has received more than one thousand complaints via twitter. "We received complaints like dirty toilets, waiting rooms, on board medical assistance, milk and drinking water for children," said a railway official.
"Of these, more than 900 complaints were addressed on the same station, while remaining complains were resolved at the next station as train had left the stoppage before the complaint could be addressed," they said.In one such instance, when Yogesh Bhadouriya spotted a printing mistake in the time table chart of passenger trains at Platform Number - 1 of Indore railway station. He did not have time to meet station officials, so he decided to tweet. And within no time, the chart was corrected. The divisional railway manager (DRM) Ratlam wrote back to Yogesh and the problem was solved just like that. "Thanks for bringing out the mistake. The timings given in the upper table are for arrival at Indore," wrote DRM Ratlam.
In another case, when Ved P Mishra was waiting at Ujjain Railway Station and he noticed stinky waiting room, he knew where to go to address the problem. Apart from a written complaint, he also tweeted the matter with photos, and surprisingly, the waiting room was cleaned immediately. The Ministry of Railways immediately forwarded the matter to the concerned official. The divisional railway manager (DRM) of Ratlam wrote back to Ved Prakash, saying concerned area cleaned. Mishra wrote back to the DRM Ratlam, thank you so much for prompt reply and action.
Railway officials are receiving more than 200 complaints via tweets every month. "More than 90 percent of such complaints are addressed on immediate basis," they said.