Highlighting the challenges Indian Railways continue to face in keeping its long-distance trains clean, the Comptroller and Auditor General (CAG) has found widespread passenger dissatisfaction over sanitation standards despite mechanisms for complaint redressal, according to a report by The Times of India.
According to its performance audit titled “Cleanliness and Sanitation in Long Distance Trains” covering the years 2018-19 to 2022-23, the CAG said: “Over 40% of passengers expressed dissatisfaction with toilet cleanliness, and more than half were unhappy with the on-board housekeeping services.”
The findings are based on a passenger feedback survey involving 2,426 travellers across 96 trains, conducted by audit offices in 16 zones. While 89% of complaints linked to toilet cleanliness were reportedly resolved on time, the audit underscored systemic issues, such as inadequate manpower, shortage of cleaning tools, and irregular inspections which continue to compromise hygiene.
The report highlighted one of the brighter spots was the relative condition of bio-toilets in air-conditioned coaches. These were generally maintained better than those in sleeper or non-AC compartments. Nevertheless, dissatisfaction levels crossed the halfway mark in at least five zones, including East Coast, Western and Eastern Railways. By contrast, Northern and North Central Railways recorded satisfaction levels of over 90%.
The audit identified passenger behaviour as a key variable. Improper use of bio-toilets, coupled with non-availability of water, was found to worsen filth in common spaces such as washbasin areas. The CAG has recommended targeted awareness drives: “Special efforts need to be made to sensitise passengers on proper use of bio-toilets, particularly where cases of misuse and poor upkeep are recurring.”
The survey also highlighted a chronic shortage of water supply in toilets and washbasins. Out of the 2,426 passengers interviewed, 366 or nearly 15% reported the problem. Reinforcing this trend, more than one lakh complaints about lack of water in train toilets were lodged on the Rail Madad mobile application in 2022-23 alone.
The CAG has urged the Railways to arrange for enroute refilling of coaches, especially for long-haul journeys and at stations that consistently draw higher numbers of complaints.
The assessment of On-Board Housekeeping Services (OBHS) painted a bleak picture. Joint inspections carried out with railway officials on 15 trains revealed deficiencies in 13 of them, dirty lavatories in sleeper classes, clogged washbasins, waterlogging in toilets, and unhygienic vestibule areas among the common complaints.
The audit also scrutinised the Clean Train Stations (CTS) initiative, a scheme launched to enable mechanised cleaning of coaches at designated halts. But here too, outcomes fell short. During visits to 29 CTS units across 12 zones, auditors found only partial cleaning of toilets and vestibules, inadequate manpower, and under-utilisation of cleaning machines. The report squarely blamed railway officials for “failure to enforce contractual obligations and ensure timely deployment of resources.”
Another red flag raised by the audit relates to personnel. Authorities at several zonal levels were found not adhering to the mandate of police verification for contractual workers posted on trains. The omission is serious given past incidents of crime, including the rape of a passenger by an attendant on the Delhi-Ahmedabad Swarna Jayanti Rajdhani Express.
Discover the latest Business News, Sensex, and Nifty updates. Obtain Personal Finance insights, tax queries, and expert opinions on Moneycontrol or download the Moneycontrol App to stay updated!
