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‘Rail Madad’ Mobile Application For Assistance at Stations and During Travel

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

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.


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