March 02, 2015


Central Railway has added SMS facility for receiving and attending to the complaints regarding cleaning of passenger coaches in trains having " o­n Board Housekeeping Services" in addition to to the facility which can be accessed through website o­n smart phones or laptop which have internet connectivity..
Passengers will just have to type "Clean<10 digit pnr number> and sms it to 58888 to summon the designated cleaning staff to attend to complaints related to cleanliness in coaches, including toilets.
This facility is a part of an o­nline complaint system developed by Mumbai Division of Central Railway .
At present this facility is available o­n following trains:11005/11006 Dadar-Puducherry Express11013/11014 Lokmanya Tilak Temrinus-Coimbatore Express11021/11022 Dadar-Tirunelveli Express11027/11028 Mumbai-Chennai Central Mail11041/11042 Mumbai-Chennai Central Express11035/11036 Dadar-Mysore Sharavati Express12051/12052 Dadar-Karmali Janshatabdi Express12133/12134 Mumbai-Mangalore Jn. Express12137/12138 Mumbai-Ferozpur Punjab Mail12141/12142 Mumbai-Rajendranagar Express12163/12164 Dadar-Chennai Egmore Chennai Express12223/12224 Lokmanya Tilak Terminus-Ernakulam Duranto Express
Passengers can log o­n to , and download the  application " Observe" . They have to enter their PNR numbers o­n their mobile phones to register their complaints o­n the website. The system will forward the passenger's complaint as an sms to the mobile number of the o­n duty OBHS staff o­n the train who will attend to the complaint and seek the complainant's feedback. An intimation of the passenger's request will also be simultaneously sent to the railway monitoring team.
This new sms facility is more passenger friendly as it can be used by even those people who may not  have an internet connectivity o­n their mobile phone.