“Rail Madad” app for passenger grievance redressal

Gujarat Global News Network, New Delhi

For passenger grievance redressal the Railways has launched a new app “Rail Madad”. Through this app the railways plan to expedite and streamline passengers’ complaint.

A passenger can register complaints through mobile or web. The app 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.

Minister of Railways & Coal Piyush Goyal, today launched the app. According to a railway release the salient features of Rail Madad application are-

Rail Madad (Mobile Application for Desired Assistance During travel) registers a complaint with minimum inputs from passenger(option of photo also available), 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.

All modes of filing complaints including 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.

The data analysis would also generate trends on various performance parameters of a selected train/station like cleanliness, amenities etc thus making managerial decision more precise and effective.

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