The Indian Railways has launched a centralized complaint resolution system called ‘Rail Madad’ to address passenger grievances efficiently. This digital platform allows travelers to register their complaints and track their status in real time, promoting transparency and timely service. Anurag Tripathi, the Divisional Railway Manager of the Jodhpur division, emphasized that this initiative is designed to assist passengers during their journeys, especially in light of increasing train and passenger traffic.
Effective Complaint Resolution
According to Tripathi, the railway has set a timeline for resolving complaints submitted through the digital portal. If a complaint is not addressed within the specified time, it escalates to higher authorities. Currently, the ‘Rail Madad’ app resolves complaints in an average of 24 minutes, ranking second among all Indian Railways services. From April 1 to July 31 of this year, a total of 43,524 complaints were addressed promptly under the guidance of General Manager Amitabh.
Quick Response in Jodhpur Division
In July alone, the Jodhpur division received 2,185 complaints via the ‘Rail Madad’ app, with an average resolution time of just 21 minutes. Senior DCM Vikas Kheda noted that the complaints are monitored around the clock through a dedicated war room. Feedback from passengers has been overwhelmingly positive, with many describing the service as ‘excellent,’ reflecting the commitment of the rail administration to passenger service.
Comprehensive Services Available
Passengers can access ‘Rail Madad’ through various channels, including the website, mobile app, railway helpline number 139, X (formerly Twitter), Rail One app, WhatsApp chat box, voice response system, and SMS. The portal not only addresses complaints but also assists with ticket booking, cancellations, PNR status, live train status, and information regarding arrivals and departures. Additionally, travelers can obtain details related to catering and parcel services.
Tags: Railways, Passenger Services, Digital Initiatives, Complaint Resolution, Jodhpur Division, Rail Madad
