Indian Railways has launched ‘Rail Madad’, a mobile app to register complaints from passengers through mobile phone/web to communicate real-time feedback on the status of redressal of their complaints.
An aggrieved passenger will get an instant ID through SMS on registration of complaint followed by a customised SMS communicating the action taken thereon by the railways. The digital initiative integrates all the passenger complaints received from multiple modes on a single platform.
SCR GM Vinod Kumar Yadav advised divisional railway managers to closely monitor complaints through the app through which the passengers can also avail facilities like medical helpline, child helpline, women’s helpline etc., to get desired assistance while travelling.
Two modes of registration of complaints are available — web-based and mobile app-based. Web-based complaints can be registered through railmadad.in. The app can be downloaded from Google Play Store or Apple IOS (iPhone) Store.
There are 20 complaint types for ‘Register my complaint for Station’ and 15 for ‘Register my complaint for Train’. Each type of complaint has sub complaint options too, which need to be selected by the passenger. The app also provides direct calling facility for immediate assistance in one easy step, a release said.