Indian Railways Enhances Rail Madad Complaint Resolution
Indian Railways is set to improve the resolution process for Rail Madad complaints by directly linking train staff with the Coach Mitra system. This initiative aims to expedite the handling of grievances raised by passengers.
What is Rail Madad?
Launched in 2019, Rail Madad serves as a grievance redressal mechanism, providing an integrated platform for train passengers to:
- Raise complaints
- Seek assistance
- Make inquiries
Passengers can access Rail Madad through various channels, including:
- Helpline number 139
- Rail Madad website
- Mobile app
- SMS
Additionally, passengers can provide feedback on how their complaints were resolved.
Direct Link to Train Staff
To enhance the speed of complaint resolution, the Railway Board (RB) has instructed railway zones to ensure that details of train escorting staff are updated in the CMM/Rail Care system. Once these details are current, Rail Madad complaints can be sent directly to the relevant staff via Coach Mitra, enabling them to address passenger issues while the train is in service.
