Rail MADAD App to Lodge Complaint

Rail Madad App Details
Rail Madad App Details

Rail MADAD App to Lodge Complaint via Online

Indian Railways has completely digitalised the Complaint management system. Railway launches Rail Madad (Mobile Application for Desired Assistance During travel) App to lodge any complaint or Suggestion relating only to ‘Train’ or ‘Station’ via online. An App to expedite and streamline passenger grievance redressal, Railway announced through a press release on June 11, 2018. Details regarding Rail MADAD App are following.

Objective

Rail Madad Portal has been developed to enable Railway pax. to lodge a complaint or give suggestion through on line, app., or SMS and facility to track live status of complaints and provide feedback based on their satisfaction with the resolution. The objective of this portal is to enhance experience of Railways passengers with swift and satisfactory resolution of complaints. PNR details help in correct assignment of a complaint for swift resolution


How Rail MADAD APP Work

  • RPGRAMS (Railway Passenger Grievance Redressal and Management System),which has been developed by Northern Railway (Delhi Division) and comprises many novel features including ‘Rail Madad’ – a mobile App to register complaints by passengers through mobile phone/web.
  • It relays 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.

  • RPGRAMS integrates all the passenger complaints received from multiple modes (14 offline/online modes currently) on a single platform, analyzes them holistically and generates various types of management reports which enable the top management to continuously monitor the pace of grievance redressal as well as evaluate the performance of field units/ trains/ stations on various parameters viz cleanliness, catering, amenities etc.
  • It also identifies weak/deficient areas and laggard trains/stations for undertaking focussed corrective actions.

Types of Complaints

Passengers can enter Train Complaints and Station Complaints.

  • Train Complaint
  • Station Complaint

Train Complaint

Train Complaint including Complaint Registration in Train

Complaint Registration in Train
TypeSub Type
Medical AssistanceMedical Assistance
PunctualityNTES App , Late Running
Coach - CleanlinessToilets, Washbasins, Cockroach/Rodents, Coach Interior, Coach Exterior, Others
Coach - MaintenanceWindow/Seat Broken, Window/Door locking problem, Tap leaking/Tap not working, Broken/Missing Toilet Fittings, Jerks/Abnormal Sound, Others
Water AvailabilityPackaged Drinking Water/Rail Neer, Toilet, Washbasin, Others
Bed RollDirty/Torn, Over Charging, Non Availability, E-Bed Roll, Others
Electrical EquipmentAir Conditioner, Fans, Lights, Charging Points, Others
Catering and Vending ServicesOvercharging, Service Quality and Hygiene, Food Quality and Quantity, E-Catering, Food and Water Not Available, Others
SecurityEve Teasing/Molestation, Theft/Snatching, Unauthorised Passengers, Refusal to File FIR, Harassment/Extortion by Police Personnel, Others
Staff BehaviourStaff Behaviour
Corruption/BriberyCorruption/Bribery
MiscellaneousMiscellaneous

Station Complaint

Station Complaint including Complaint Registration on Station

Complaint Registration on Station
TypeSub Type
Medical AssistanceMedical Assistance
CleanlinessToilets, Platform, Waiting Room/Retiring Room, Station Entrance/Building, Stalls, Others
Water AvailabilityDrinking Water at Platform, Packaged Drinking Water/Rail Neer, Water Vending Machines, Retiring Room/Waiting Room, Toilet, Others
Electrical EquipmentAir Conditioner, Fans, Lights, Charging Points, Lifts/Escalators, Display/Coach Indicator Board, Others
Catering and Vending ServicesOvercharging, Service Quality and Hygiene, Food Quality, Food Quantity, Food and Water Not Available, Others
SecurityEve Teasing/Molestation, Theft/Snatching, Nuisance, Refusal to File FIR, Harassment/Extortion of Money by Police Personnel, Others
Refund of TicketsCounter Ticket, Online Ticket, Others
Unreserved TicketingMobile - Ticketing, Overcharging, ATVM, Inadequate Counters, MST, Others
Reserved TicketingE-Ticketing, Overcharging, Tatkal, Inadequate Counters, Touts, Others
Enquiry OfficesIncorrect Information, Inadequate Countres, PA (Public Announcement) System, 139, Others
Luggage/ParcelsBooking, Delivery, Overcharging, Staff Not Available, Touts, Others
GoodsBooking, Delivery, Overcharging, Staff Not Available, Touts, Demurrage/Wharfage, Others
Staff BehaviourStaff Behaviour
Corruption/BriberyCorruption/Bribery
MiscellaneousMiscellaneous
Rail MADAD : Complaint Registration on Station
Rail MADAD : Complaint Registration on Station

Complaint Register Methods

There are three ways to register our complaint in Rail MADAD App.

How to Register Complaint via Rail MADAD App via Web

  • Open Rail MADAD site with the URL : Rail MADAD
  • Then Login, If you don’t have an account, try to create one, otherwise you can login via Guest User also.
  • Enter your mobile number or email id
  • Then you will get an OTP in you phone or email, this OTP is valid for 15 minutes only.
  • A page with options contain Train Complaints, Station Complaints, Track your Complaint, Suggestion will appear, you can select any one as per your demand.
  • Then you can upload your complaints in the specified space. Y
Rail MADAD Complaint Registration in Train
Rail MADAD : Complaint Registration in Train

How to Register Complaint via SMS

  • There is a provision to lodge complaint through SMS.
  • Passenger can write a message ‘MADAD space your complaint’ and SMS it to 139.

How to Register Complaint via Phone

Complaint can be lodged over phone on the integrated helpline no. 139.


Track Complaint

You can track live status of your complaint by clicking on ‘TRACK COMPLAINT’ button after login to the portal.

Rail Madad : TRACK COMPLAINT live Status
Rail Madad : TRACK COMPLAINT live Status

Lodge Suggestion

Suggestion related to New Train, New Stoppage, Passenger Amenities, Freight Services, High Speed Rail Travel, Infusing Technology, Reducing Carbon Footprint etc.

Rail Madad : Lodge Suggestion
Rail Madad : Lodge Suggestion

Salient Features 

  • There are three platform available to lodge complaints in Rail Madad i.e. WEB, APP , SMS and Helpline 139.
  • Complaints lodged on Web or Apps can be tracked on both of them.
  • Complaints lodged through SMS or helpline number 139 can be tracked only on their respective channels.
  • Rail MADAD registers a complaint with minimum inputs from passenger issues unique ID instantly and relays the complaint online to relevant field officials for immediate action. The action taken on complaint is also relayed to passenger through SMS, thus fast tracking the entire process of redressal of complaints through digitisation.
  • Rail MADAD also displays various helpline numbers (e.g., Security, Child helpline etc) and provides direct calling facility for immediate assistance in one easy step
  • We can attach a supporting document (only .jpg, .jpeg and .png files ) along with the complaint or suggestion. Uploading can be done with click on ‘Choose File’ .
  • For lodge complaints or suggestion we can use PNR or UTS number as a travel authority.
  • Offline and online modes are being integrated on a single platform, therefore the resultant management reports present a holistic picture of weak/deficient areas and enable focused corrective action by officials concerned.
  • Length of the Complaint should be less than 1000 characters
  • After receiving the message of resolution you can post your feedback through the link provided in resolution SMS you have received from portal.
  • We can’t reopen the complaint if the complainant is not satisfied by the resolution provided by Railways
  • The data analysis on various performance parameters of a selected train/station like cleanliness, amenities etc thus making managerial decision more precise and effective.
  • We can change the contact details and password later after login.
  • There is a restriction on entered PNR for Train Complaints. We can only enter a PNR within 5 days after the boarding time.
  • Hierarchy based dashboard/reports will be available for management at Division /Zonal/Railway board level and sent through auto email to every concerned officer weekly
  • Once submitted, no modifications/change can be made to the complaint or suggestion. but a fresh complaint or suggestion can be submitted.

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