The Delhi High Court has highlighted the need for the railways to implement a prompt, effective, and organized complaint resolution system to ensure the smooth and efficient operation of public transportation.

“As a vital public authority, which transcends its logistical prowess to impact livelihoods of the common man in our country, Railways has a moral imperative to showcase prompt response to the concerns of the general public. The ubiquity of Railways as a multi- faceted institution carries with itself an underlying responsibility to reinforce public safety and seamless operation of its services,” Justice Purishaindra Kumar Kaurav observed.

The court noted that ensuring prompt and effective delivery of public services has evolved from a good governance principle into a statutory requirement in recent times.

The court stated, "The respondents (Railways) not only have a duty to ensure that their railway infrastructure is socially inclusive and accommodating of people from all backgrounds—an obligation they have failed to meet in this case—but also must implement prompt, effective, and well-structured complaint resolution mechanisms to ensure the smooth and proper functioning of public transportation."

Justice Kaurav was addressing a plea filed by Razia Sultan, who sought action against Railway officials regarding a 2017 incident. Sultan, along with her husband and minor child, nearly missed their train due to a malfunctioning display board that showed the location of train coaches. She argued that the train was scheduled to stop for only a brief period, and she and her husband were able to board the train only after passengers pulled the emergency chain.

She argued that her complaint, submitted through the Indian Railways' web portal, was not addressed satisfactorily by the authorities. In disposing of the plea, the court acknowledged that the complaint was genuine and reasonable. It noted that the Railways, as a public entity, had a duty to ensure the proper functioning of coach display indicators and should have appropriately addressed the grievance in the event of any malfunction.

“The disposal letter neither suggests that any effort was made by the respondents to ascertain the liability of the concerned official nor it provides any measure which could help in evading such fatal situations in the future,” the court said.

The court further noted that if such issues are addressed haphazardly, as was the case here, they could escalate into larger operational problems and undermine public confidence in the Railways. Justice Kaurav directed the senior-most officer in the relevant Railway Division to reconsider the woman's complaint from scratch. The court also ordered the Railways to issue a reasoned decision after thorough consideration of the matter within four months.

Title: RAZIA SULTAN v. UNION OF INDIA & ANR.