What should you do if you are being overcharged for 'Rail Neer' during a train journey, and where and how can you file a complaint?

Charging more than the printed MRP for a bottle of 'Rail Neer' or any other brand of water during a train journey is a legal offense. If a vendor or pantry staff member asks you to pay more than the MRP, you do not need to remain silent. Indian Railways maintains a 'zero-tolerance' policy regarding such incidents; immediate complaints can lead to strict action against the offenders, including heavy fines of up to ₹1 lakh and the cancellation of their license. According to Railway Board regulations, the price of a water bottle is fixed across all trains and stations nationwide—the MRP is set at ₹14 for a 1-liter bottle and ₹9 for a 500 ml bottle.

Vendors sometimes attempt to charge an additional ₹5 to ₹10, claiming it is for a 'chilled' bottle or for 'service at your seat'—this is entirely illegal. Even if 'Rail Neer' is unavailable and a vendor offers another approved brand, you are still only required to pay ₹14. Furthermore, under the 'No Bill, No Payment' policy, you have the right to withhold payment if the pantry staff refuses to provide an official GST-compliant bill.

What should you do if you are asked to pay more?
If you are asked to pay more than the MRP, ensure you collect evidence. When a vendor demands an excess amount, record a video—either discreetly or openly—using your mobile phone. The video should clearly capture the vendor's face, the amount they are demanding, and their uniform or badge number. If you were compelled to pay the extra amount, keep a screenshot of the UPI transaction. Additionally, note down the train number, coach number, seat number, the name of the station or platform, and the exact time the incident occurred.

Where and how can you file a complaint?
You can lodge your complaint via the 'RailMadad' app. Simply download the RailMadad app on your smartphone or visit the official RailMadad website. Enter your PNR number, select 'Catering/Overcharging' as the complaint category, provide details of the incident, upload any relevant videos or photos, and submit the complaint. Officials will arrive at your seat at the next station to conduct an inspection.

If you do not have internet access, you can immediately call 139 from your phone. This service is available 24/7 and supports 12 languages. Provide your complaint details, train number, and PNR to the customer service executive. Once the complaint is registered, you will receive an SMS with a real-time tracking reference.

You can also post your complaint—along with your seat number, train number, and any video evidence—on your social media accounts, tagging @RailMinIndia, @IRCTCOfficial, and the DRM of the respective railway zone. The railway's social media team takes prompt action on such reports.

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