Dear Rail Minister of India, Mr Suresh Prabhu. Namaskar
I sent a parcel from Delhi (PRR number 4000377207) NZM station to Madgaon, in Goa on the 10th June, 2016. The parcel was loaded by a young man who works in our domestic enterprise, his name being Pundalik Zalmi.
Pundalik Zalmi (Gokul) is a simple village boy, who by dint of sheer labour and tenacity has worked his way into being the right hand man of the owner of the enterprise, my spouse. In his family he is the only one who has come so far- economically or socially. He was on his maiden trip to Delhi- to assist me with something. He took the parcel and landed up on the Nizammuddin Station. First of all, he encountered a coolie, who demanded Rs.1200/- to help him reach the parcel to its destination, which was the parcel office of the Indian Rail. When someone intervened the coolie agreed to do the job for Rs.700/-
In the ensuing pell-mell that happened somehow the coolie rushed him into the train, having booked his parcel allegedly on the same Rajdhani Express that Gokul was taking- train number 22414, NZM-MAO. When he got down the next day at Madgaon, the parcel had not reached with him- he went and checked in the luggage van too. He was confused, for it was the first time he was doing such a job.
Next day, and for several days after that he kept going to Madgaon Station every single day, a distance of eight/nine kilometers from our home, asking around for the parcel and then talking to whoever concerned at the station. Several times this was done by another of his colleagues Pravin Shirodkar, who is the driver in the enterprise.
After a few days, there was no sign of the parcel and everyday we were going up and down. Then I spoke with someone in the railway, who suggested I send a twitter message to report the misplacing of my parcel. I was anxious- I had just returned from Delhi myself, the day before and seven days after Gokul but the parcel was still not to be found. I needed the contents of the parcel for my next travel, which is due on the 1st July 2016- I have to return to Delhi with my two dogs, by Jet Airways. My parcel contained doggy crates- PVC containers meant for carrying small animals by plane.
Upon the suggestion I sent the following tweet
@RailMinIndia PRR no.4000377207 sent HNzm to MAO_ Goa, 10Jun,16, not received till date. Plz help urgently. Load train 22414, PNR2765467844
This was followed by a daily round of tweeting to scores of people, who linked me to one another. The entire conversation can be seen here-
Into the dialogue were roped the Konkan Railway, the Madgaon station people, the NZM station people, the freight people in New Delhi and of course the rail ministry in India. IN the medley, I saw many a bad egg and a few good apples too. This open message to you, Mr. Prabhu is written to bring to your notice one practice, which is perhaps going on regularly in the railways and is routinely unreported or brushed under the carpet.
After my first tweet of 18th, the following week, on Tuesday, 21st June after trying desperately to get hold of some information about the parcel we finally got in touch with one Superintendent at the NZM station called Mr. Meena. He told us that the parcel had been loaded on the train, as per the details here ( i noted them from the website myself)
|PRR No./PWB No.||4000377207||Scale||–||Booking Date||–|
|From Station||HAZRAT NIZAM-UD-DIN JN.||Destination Station||MAO-MADGOAN JN.|
|Consignee Name and Address||– – –||Consignor Name and Address||– – –|
|Item Description||Total No.||Status|
He repeated the same message to everyone concerned.
Now Sir, just make a note of the following- The time of departure of the Madgaon Rajdhani is 10:55 am. IF the train left at 10:55, can any parcel be loaded in it at 11:24 logically?
In several conversations, Mr. Meena (mobile number 09717- 999425) had with both me and my husband he repeated the same information. In the final dialogue we had with him, he even told me that the parcel had been sent to Panvel, instead of Madgoan (perhaps to get rid of our persistent queries?).
Since I was in touch with a gentleman called Upendra Shindye from the Konkan Railways, who had been kind enough to call me on his own, in response to my twitter message to Konkan Railway Corp, I requested Mr. Shindye to make inquiries at his end. He did- I think he even sent someone to Panvel, from Mumbai, though I am not sure about it.
We were already more than ten days from the time the parcel had been loaded. I was worried for a lot hinges on it for me in the present moment for me. Mr. Shindye promised to update me by the evening. The date being 22nd June-12 days later. Meanwhile our rounds to the Madgaon Station were in vain everyday- but we still went. Either Gokul went or Pravin.
Finally my husband went on 22nd- we were all worried, and he met someone there, who promised to help him, then did not call. Later a gentleman called up Gokul and spoke with my husband too. He identified himself as one Mr. Murli (mobile +91 9004476083)- who said he was investigating the case of the missing parcel. My husband proposed to him that he probe into one angle- that the parcel had never left from Delhi in this whole span of time.
Lo and behold…Mr. Murli called and confirmed the suspicion, and said that the parcel would be leaving on the 22nd June 2016, by Goa Express and reach Madgaon on 24th. Later Mr. Shindye of Konkan railways also confirmed the same. IN other words, in this whole span of 12 days when we were all tearing our hair, Mr. Meena kept misleading every single person- saying the parcel had been loaded on the train, whose details are there on the website.
Who is updating the website?
My query and concern to you, Honorable Minister is this-
- If the parcel was not loaded on the train, how did it start reflecting on the website?
- What sort of a fraud is happening here – in which people’s parcels are getting lost? I at least had access to internet and even twitter, but what about those who cannot use these new technologies? Do you think every Indian who is using the railways for sending parcels is having a twitter account- to knock at your doors for lost goods?
- I am told that people are compensated @50/- per kilo of the weight of their parcels. what sort of a way is this to ascribe value to goods people are sending? (My parcel was carrying goods worth at least Rs.50,000/-, though its weight was a mere 25 kgs)
- There is a deep flaw in the way parcels are tracked– and there is no verification happening. IF a man can tell us that the parcel has left the station, while it is very much lying on the station, what do you think is happening in this department? How can the website be uploaded and scores of people mislead?
- Can you please initiate an inquiry about how goods are getting lost in the Indian rail parcel service and start fixing responsibility for the same?
Can we think of simple village folks like Pundalik Zalmi who come from their villages and lose their belongings on trains, never to have any voice in the whole din and cacophony of the Indian Rail?
Is size of the Indian Rail so big that we do not now care about the common Indian people who use it day and night, putting their hard earned money into goods they transport by trains everyday?
Would a Pundalik Zalmi, not backed by his employers who were English speaking, twitter familiar people, have found his parcel? Would he have the resources to keep going to the station, everyday, leaving his work behind, without losing his job? What employer would have allowed him the leave and not believed that he was lying about the loss of the parcel?
Today is 24th June, 2016, and true to the word given by Mr. Murli and Mr. Shindye, the parcel reached Madgaon and we duly got a call at 7am confirming that. We of course have to pay a price of Rs.2880/- as the rent of one of them, for we were being charged @ 180/day for the same. The parcel that would have come on 11th, would have meant only four days of rental, instead of the 16 it has become.
But that is not the point, Mr. Minister. The point I am trying to make is would the average Indian have managed to stir so much action? Are we really empowering our people by giving them redressal mechanism via the twitter and other social media?
I am grateful that the twitter action works, but how many Indians have access to it and they use the Indian Rail? Please stop by at any station, Sir, and take a look at the India that travels by train- maybe you would think of other ways to touch their lives and save their hard earned belongings.
(i wish there was a way to measure the quantum of suffering this experience has caused us, starting from the encounter with the coolie- a great shame I assure you)