Nagpur: The ‘Rail Madad Portal' of Nagpur Division of Central Railway has recorded an impressive average disposal time to redress passenger complaints.
In September, the division received 2,603 complaints, achieving an average disposal time of 20 minutes and an average pendency time of 17 minutes. "This efficiency resulted in a commendable passenger rating of ‘excellent'. We received 618 excellent feedbacks from passengers," officials said.
Central Railway officials said a dedicated team works 24/7 at the divisional control room to handle complaints efficiently, ensuring swift resolution. Passengers can submit grievances through multiple platforms like online portals, mobile apps, and onboard staff.
"The portal has successfully improved the quality of services offered, with constant feedback analysis leading to the implementation of corrective measures," said Aman Mittal, SrDCM.
The category of complaints included medical assistance wherein a total of 488 cases were registered, with 94 excellent and 41 satisfactory feedbacks, reflecting the prompt medical assistance provided.
In the security category, the division recorded 956 security complaints, with an average disposal time of 16 minutes. Complaints ranged from unauthorized personnel in reserved coaches to theft and harassment, showcasing the swift action taken by the Railway Protection Force (RPF) and commercial departments.
Similarly, there were 9 requests for baby food and warm water, all of which were fulfilled through prompt coordination with the staff concerned. In total, the Nagpur Division received 955 feedback in the month, reflecting the ongoing commitment to quality service and passenger care.
"The Rail Madad Portal has empowered passengers to voice their concerns through multiple channels, including online platforms, mobile apps, and onboard staff," said Mittal.
The porta operates seamlessly across multiple channels, making it easily accessible to all passengers. The complaints are categorized systematically, enabling quick routing to relevant departments for immediate action.
The portal's effectiveness is evident in the impressive response time maintained by the Nagpur Division. The medical assistance team has demonstrated exceptional efficiency in handling emergencies, ensuring passengers receive timely care during their journey.
Mittal said the system's success lies in its robust feedback mechanism, which helps identify recurring issues and implement preventive measures. Station masters and onboard staff are equipped with mobile devices to respond swiftly to passenger needs.
Special attention is given to vulnerable passengers, including elderly citizens, pregnant women, and differently-abled individuals. The RPF's quick response to security concerns has enhanced passenger confidence in railway travel.
The portal's success has encouraged other divisions to adopt similar practices, leading to standardized service quality across the railway network. This systematic approach to grievance redressal has significantly contributed to enhanced passenger satisfaction and trust in Indian Railways.