The Authorities Behind the Food
The responsibility for food on trains is a joint effort. The Indian Railway Catering and Tourism Corporation (IRCTC) manages catering services, setting policies and standards for quality. Zonal Railways and dedicated Food Safety Officers also conduct
regular and surprise inspections to ensure these standards are met. These checks cover everything from kitchen hygiene and equipment maintenance to the quality of raw ingredients used. To even become a vendor, a caterer must have a mandatory certification from the Food Safety and Standards Authority of India (FSSAI). In recent years, enforcement has become stricter, with Indian Railways imposing significant fines, terminating contracts, and debarring licensees who fail to meet hygiene and quality standards. According to Union Minister for Railways Ashwini Vaishnaw, fines worth ₹5.13 crore have been imposed over the last three years for violations.
Technology as Your New Best Friend
Indian Railways has rolled out several tech-focused initiatives to boost transparency and put power in the hands of passengers. One of the most significant is the introduction of QR codes on meal packets. By scanning this code, you can instantly verify details like the name of the licensed caterer, the FSSAI license number, and the date of packing. This simple scan helps confirm you are buying an officially sanctioned and fresh product. In addition, authorised vendors and their staff are now required to carry QR code-enabled identity cards. This allows passengers to confirm they are dealing with a legitimate seller and not an unauthorised one, whose food quality would be completely unregulated. These measures are supported by CCTV cameras installed in base kitchens for real-time monitoring of food preparation.
What to Check Before You Buy
As a passenger, you are the final line of defence. Before purchasing any food, take a moment to inspect it. If it is a packaged item, check that the seal is intact and not tampered with. For hot meals, whenever possible, opt for those that are freshly prepared, as the heat helps eliminate bacteria. Always insist on a bill for your purchase. Overcharging is a common complaint, and vendors are required to use Point of Sale (POS) machines for billing to ensure transparency. Not providing a proper bill is a red flag. If a vendor seems hesitant to provide one or their identity card, it is best to avoid the purchase. You can also use e-catering services like IRCTC's 'Food on Track' app to order from FSSAI-approved restaurants, which are then delivered to your seat at designated stations, offering another layer of reliability.
How to Report an Issue Effectively
If you encounter substandard food, unhygienic conditions, or overcharging, reporting it is crucial. The most effective tool at your disposal is the 'Rail Madad' integrated grievance system. You can access it via the mobile app, the website, or by dialling the helpline number 139. When filing a complaint, be as specific as possible. Note down your PNR number, train details, coach number, and the vendor's name if possible. The Rail Madad app allows you to upload photos or videos as evidence, which makes your complaint much stronger. Once submitted, you will receive a unique complaint ID to track the status of your issue. Promptly reporting problems not only seeks resolution for your issue but also helps railway authorities identify repeat offenders and problem areas, leading to systemic improvements.
