Indian Railways has launched “Rail Madad” – a mobile App to register complaints by passengers through mobile phone/web. It communicates real time feedback to passengers on the status of redressal of their complaints. The passenger gets an instant ID through SMS on registration of complaint followed by a customized SMS communicating the action taken thereon by Railway. Rail Madad is a digital initiative which integrates all the passenger complaints received from multiple modes on a single platform.
Shri Vinod Kumar Yadav, General Manager, SCR advised the Divisional Railway Managers to closely monitor the complaints redressal mechanism over entire South Central Railway with the help of “Rail Madad” App. He also stated that passengers can avail the facilities like medical help line, child help line, womens help line etc, provided through the mobile App to get desired assistance while travelling.
Salient features of Rail Madad application:
ØRail MADAD registers a complaint with minimum inputs from passenger (option of uploading photos also available)
ØA unique ID is instantly generated and relays the complaint online to concerned field officials for immediate action.
ØThe action taken on complaint is also communicatedto passenger through SMS.
ØTwo modes of registration of complaints are available i.e. web based and mobile App based
ØWeb based complaints can be registered through railmadad.in
ØMobile App can be downloaded from Google Play Store or Apple IOS (IPhone) Store.
ØComplaints can be registered in two forms, they are
oRegister my complaint for Station
oRegister my complaint for Train
ØThere are 20 Complaint Types for ‘Register my complaint for Station’ and 15 for ‘Register my complaint for Train’.
ØEach type of complaint has Sub Complaint options, which need to be selected by the passenger.
ØRail MADAD also displays various helpline numbers (e.g., Security, Child helpline etc) and provides direct calling facility for immediate assistance in one easy step.
Shri Amit Varadan, Divisional Railway Manager, Secunderabad stated that Secunderabad Division is fully committed to redress the grievances of passengers with the help of “Rail Madad”. He requested passengers to use Rail Madad App for registering their complaints for real time assistance.