Taking to Twitter reflects railways' concern for customers: Prabhu

The Indian Railways has taken to Twitter for quick resolution of customers' complaints as part of its larger commitment to provide quality service, Railway Minister Suresh Prabhu said on Monday.

"That (commitment to provide brisk customer service) is evident in the fact that if somebody complains, we try to address the complaint through Twitter," Prabhu said while laying the foundation of a platform at Madgaon railway station in Goa and inaugurating a model room-cum-exhibition centre at the station.

He said every railway division has a system for addressing costomers' complaints.

The railway ministry in November last year had tweeted Twitter handles of all general managers and divisional managers of the Indian Railways, urging customers to use the microblogging site to reach the officials directly for quick resolution of their problems.

Subsequently, several instances of railway officers responding quickly to problems tweeted to the official handles, including cases of medical emergencies, have been reported.

"Indian Railways has many challenges. Despite several adverse market conditions we are trying to provide customer service," the minister said.

Providing quick and efficient customer service was a priority for the Indian Railways, he added.