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From 1st April 2024 to 31st March 2025, the Customer Relations Cell received a total of

39,980 passenger queries, categorized as follows: 89.2% (35,653) were general

enquiries, 3.9% (1,553) were public complaints, 6.6% (2,649) were lost & found queries,

0.2% (64) were public suggestions, and 0.2% (61) were appreciations. Among the 1,553

complaints received, 1,541 were successfully resolved with an average turnaround time

(TAT) of 9 days, while 12 complaints remain under process. Additionally, CRC received

61 appreciations and 64 suggestions during this period.

A significant portion of queries
pertained to lost & found (2,649
Enquiry cases), where CRC actively assisted

passengers in locating their

belongings by coordinating in real-
time with the Operations Control

Centre and station teams. To

enhance transparency and efficiency,
real-time updates on lost & found
items are also made available on the

official website, ensuring passengers

have immediate access to relevant
information.