MADURAI: The ‘Rail Madad’ portal of the Indian Railway which is aimed to quickly address the grievances of train passengers through online app and also take their suggestions for improving the rail services is showing very positive results.
This swift complaint management system that works like a ‘war room’ manned by a dedicated team to address the train passengers’ complaints, grievances, suggestions and feedback is giving solutions in real-time and became a popular one stop solution to handle them quickly.
For instance, the Madurai Division of Southern Railway had already dealt with 8,869 complaints this financial year with an average disposal time of 40 minutes and achieving 88 per cent positive feedback, according to railway sources.
The complaints or grievances can be about cleanliness in trains, food catering, safety, security, facilities in railway stations, bedrolls, water, AC, medical help, mobile charging points, toilets in trains and stations etc, and all the train passengers can reach the ‘Rail Madad’ portal through app, website, Helpline 139 or by SMS too. All that the passenger has to do is to use the ticket PNR number and reach the ‘Rail Madad’ portal with his complaint.
“This is an important rail assistance system being implemented through digital online mode. We are able to give immediate attention because the moment we get a complaint or feedback from a passenger, there will be a flicker in our system here and immediately it goes to the respective departments. Our staff are working 24 X 7, they take the points train wise, coach wise etc based on the complaint. The electrical wing, mechanical wing, RPF security wing and commercial department of the railways are here to address the issues in real time. We are getting good feedback in Madurai Division and passengers now have an active platform to tell their grievances,” the officials at Madurai Division said on November 19th 2024.
‘Rail Madad’ grievance redressal system can be accessed by any railway customer (passenger, parcel, or freight) through web, App, 139 or SMS. It sends alerts to the concerned field unit directly responsible for the action to be taken. In Madurai, the ‘Rail Madad’ war room is functioning from the Divisional Railway Manager office premises.
Railway officials said that the complaints registered are being analysed on daily basis and steps are taken quickly to avoid recurrence and hence a good travel experience can be given to all train passengers and they can also track the action taken.
