A Problem Decades in the Making
Complaints about the quality of food served on trains and at station stalls are nearly as old as the railway network itself. Passengers have long voiced concerns over everything from stale or cold meals to unsanitary preparation conditions and instances
of overcharging. In recent months, these issues have gained significant attention, with several high-profile incidents making headlines. Reports of passengers finding insects in their food on premium services like the Vande Bharat and Tejas Rajdhani Express, and an unfortunate case of suspected food poisoning affecting dozens of students on the Mangala Express, have highlighted the urgent need for reform. These events underscored a persistent gap between passenger expectations and the service provided by some catering contractors.
The Decisive New Action
In response to these repeated complaints, the Indian Railway Catering and Tourism Corporation (IRCTC) has launched a significant new initiative. On October 15, 2026, IRCTC signed a strategic agreement with the Quality Council of India (QCI), an independent body, to overhaul food safety audits across the entire network. This move signals a shift from internal checks to a transparent, third-party oversight system designed to hold vendors accountable. The partnership aims to enforce strict compliance with Food Safety and Standards Authority of India (FSSAI) regulations and restore passenger confidence in railway catering.
How the New Audits Will Work
Under the new system, QCI will deploy certified professionals to conduct intense, unannounced inspections of base kitchens, station stalls, and pantry cars. To ensure transparency and prevent data tampering, these auditors will use a special mobile application to record their findings. Every report will be supported by geo-tagged photos and time-stamped evidence, and must be submitted within 24 hours. This tech-driven approach allows IRCTC to identify operational shortcomings almost immediately and track corrective actions against vendors who violate standards. The focus will be on raw material storage, kitchen hygiene, pest control, and staff compliance, including the use of gloves and hairnets.
Hefty Fines and Stricter Penalties
The crackdown isn't just about inspections; it comes with serious consequences for violators. In the last few years, Indian Railways has already imposed penalties totalling over ₹5 crore on caterers for quality and hygiene-related issues. Six contracts were terminated and dozens of show-cause notices were issued. The new system reinforces this zero-tolerance approach. Vendors who fail audits face penalties ranging from hefty fines to the immediate termination of their licenses. In one recent incident, a vendor was fined ₹10 lakh after an insect was found in a meal. IRCTC now maintains a publicly available list of debarred licensees on its website, adding another layer of accountability.
Your Rights: How to Report Bad Service
While these systemic changes are a major step forward, passenger vigilance remains a powerful tool for improvement. If you encounter substandard food or unhygienic conditions, Indian Railways provides several channels for immediate grievance redressal. The most effective tool is the 'RailMadad' app, an integrated platform for lodging complaints via mobile or web. Passengers can also call or SMS the helpline number 139. When filing a complaint, it is crucial to do so during the journey itself. Be sure to include your PNR and coach number, and if possible, attach photographic evidence of the issue. Always insist on a bill for any food purchase, as this serves as proof of transaction.
