After TOI published a news report on unauthorized agents fleecing people looking to book parcels on trains, Southern Railways has ordered an enquiry into the incidents. They issued a statement on Tuesday stating that they are investigating the issue in various parcel booking offices in the district.
They also plan to conduct surprise checks frequently at many parcel booking offices to ensure agents don't jack up actual rates, under the pretext of loading and handling charges.
"We will also ensure that passengers are not hassled or charged extra under the pretext of packing, loading or handling charges," said the statement.
Taking the issue further, the railways has also issued a set of numbers which complainants can immediately dial if they face any problems while booking a parcel at any office.
"When a customer faces any problem while booking or taking delivery of parcels at railway stations or if any railway official or unauthorized agent demands money in violation of railway procedures, the customer is requested to contact the officer on special duty to the chief commercial manager of Southern Railway on 90031 60969," said a statement from the railways.
"In divisions, the senior divisional commercial manager of the respective division should be contacted and informed of the problem," said the statement.
The complaint number for Chennai is 044-2535 4457, Trichy is 0431-2460 447, Madurai is 0452-230 8200, Salem is 0427-2330 297, Palakkad is 0491-2555 443 and Thiruvananthapuram is 0484-2325639.
"The complainant should give his/her name, mobile number and indicate the name of the railway staff indulging in malpractice and the nature of the problem / issue. Necessary action will be taken to solve the problem," said the statement.
TOI, in its investigative news reports published on March 4 and 7, in Coimbatore and Chennai respectively, revealed how a number of private agents intercept customers and force them to pay anywhere between 40% to 150% of the "railways transport charges" just for loading the products onto the train. The charges are levied in the form of "handling charges". These charges were levied despite a notice board stating that customers don't have to pay any more than the charges mentioned in the receipt.
However, a receipt is not given for the handling charges. This is despite the railways clearly mentioning that "no additional money needs to be paid for loading or handling the products besides the sum mentioned in the receipt issued".
They also plan to conduct surprise checks frequently at many parcel booking offices to ensure agents don't jack up actual rates, under the pretext of loading and handling charges.
"We will also ensure that passengers are not hassled or charged extra under the pretext of packing, loading or handling charges," said the statement.
Taking the issue further, the railways has also issued a set of numbers which complainants can immediately dial if they face any problems while booking a parcel at any office.
"When a customer faces any problem while booking or taking delivery of parcels at railway stations or if any railway official or unauthorized agent demands money in violation of railway procedures, the customer is requested to contact the officer on special duty to the chief commercial manager of Southern Railway on 90031 60969," said a statement from the railways.
"In divisions, the senior divisional commercial manager of the respective division should be contacted and informed of the problem," said the statement.
The complaint number for Chennai is 044-2535 4457, Trichy is 0431-2460 447, Madurai is 0452-230 8200, Salem is 0427-2330 297, Palakkad is 0491-2555 443 and Thiruvananthapuram is 0484-2325639.
"The complainant should give his/her name, mobile number and indicate the name of the railway staff indulging in malpractice and the nature of the problem / issue. Necessary action will be taken to solve the problem," said the statement.
TOI, in its investigative news reports published on March 4 and 7, in Coimbatore and Chennai respectively, revealed how a number of private agents intercept customers and force them to pay anywhere between 40% to 150% of the "railways transport charges" just for loading the products onto the train. The charges are levied in the form of "handling charges". These charges were levied despite a notice board stating that customers don't have to pay any more than the charges mentioned in the receipt.
However, a receipt is not given for the handling charges. This is despite the railways clearly mentioning that "no additional money needs to be paid for loading or handling the products besides the sum mentioned in the receipt issued".