The Court stated that the railways must provide a structural and effective complaint resolution mechanism, paves the way for the greater public welfare.
- Razia Sultan, filed an complaint regarding the wrong information about the train appeared in the web-portal of the department of railway.
- The Portal showed that the train is delayed due to the non-working of the display board in the station.
- Finally, she boarded the train along with her husband and minor child with the help of the passenger inside the train pulled the chain.
- She filed a complaint in the official portal, but it did not effectively resolve by the authorities.
- So, she approaches the doors of the High Court for seeking an action against the officials.
The High Court observed the facts and circumstances and found that the complaint was genuine and reasonable and also the authorities did not give much importance to the complaint, its proceedings and the resolving action.
The Court highlighted that the railways fall under the definition of state, was bound to give the proper service to the public in the motive of the public purpose.
Justice Kaurav held that the concerned authorities will be liable for such matters and directed that the railways give de novo consideration and resolve the matter, pass the speaking order within the four-month time-frame.
CASE NAME: Razia Sultan V. Union of India.
NAME: Viswa ganesh K, BALLB (Hons.), School of Excellence in Law, Dr. Ambedkar Law University, INTERN UNDER LEGAL VIDHiYA.
