Millions of people travel daily by trains in the country. Keeping in view the convenience of passengers every year, Indian Railways makes some new up-gradation like passenger fares, changes in freight rates, passenger amenities, passenger safety, easy ticket booking, etc. But sometimes travellers feel disappointed about the service provided by the Indian Railways. In such a situation, they have to face many problems. Passengers often encounter unclean stations, poor quality of food, and delayed arrival of trains, theft, and many other unexpected experiences.
During the journey from the rail, you have some problem with the coach, you see something wrong with the food you get from the railways. Or if you have any problem, then you can complain about it. In such a situation, a lot of passengers do not know how they can register their complaints with the Railways. If you also not aware of the process of complaints system of railways then don’t get worried! In this article, we will tell you all the different ways related to the complaint handling of railways.
Where to file a complaint about Indian Railways?
Learn about all available platforms where you can file a complaint about Indian Railways.
Single Helpline Number of Indian Railways
If you too travel by rail and feel difficulty in remembering different numbers or helplines for different services of Indian Railways, then there is good news for you in the year 2020. Indian Railways has absorbed all its helpline numbers in 139. This will help in giving information to passengers and resolving their grievances swiftly during the rail journey. The railway has given this information in a statement. The new helpline number 139 of the Indian Railways will replace all the old helpline numbers (except 182). According to the railway, this number works 24×7 – Not only during the journey but even before that if any problem comes in front of you on the journey by rail. You can get a solution to your problem by calling on this number.
How to get help from 139 railway enquiry number?
- If you want any kind of help from the railway, then you have to call 139. If you want medical or security-related help on a moving train or station, then you have to press 1.
- For train-related inquiry, you have to press 2.
- If you press 3 after making 139 calls, then your food-related complaints can be settled.
- If you want to hear the general complaints related to the railway then you have to press 4.
- For information/complaints related to Vigilance in Railway, you have to press 5.
- You have to press 6 for any inquiry in the event of a railway accident.
- If you had made a complaint in the railways earlier and want to know about the action taken on it, then you have to press 9 after calling 139 and then pressing * (Star) will help you talk to the call centre executive.
How to Lodge Complaint through Rail Madad Mobile App?
The Ministry of Railways has released the Rail Madad app because of the problems faced by the passengers. Using this app you will get the solution to the problem wherever you are. Not only this, now you can get any kind of help and make a complaint about the delay of the train while travelling on the train with just one click. Simply, you have to download the ‘Rail Madad’ app issued by the Ministry of Railways on your mobile. You will be given information about the solution through a message. The Railway Ministry has launched it to instil confidence in the railways among the passengers and to clamp down on the officers.
Complaints of Passengers will be solved by the Rail Madad app in this way
The mobile application has been developed by Northern Railway. This app will register every grievance of the passengers and will provide them with continuous information about the status of their grievances. The complaint number will be made available to the passenger immediately after registration through SMS. After this, information about the steps taken by the railway will be given through SMS. The complaints received from various sources will be stored at one place for monitoring at different levels of each department, division, and field unit of higher management. This system will identify systemic flaws and poor performing stations and trains and help to take actions to improve them.
Key Features of Rail Madad Application
Rail passengers can also make complaints with photos. The complaint number will be issued on the complaint and immediately this information will be made available to the concerned field officers of the division and the passenger will be updated by sending an instant message to his complaint.
‘Rail Madad’ will display the number of different types of support services. For example, security, child support services, women’s support, medical aid, and many other things are included. Not only this but a direct phone facility has also been provided as a direct option for immediate help.
You can also complain through Twitter to Indian Railways
Any emergency, loss of service, or insecurity during travel can be tweeted at @RailMinIndia. Railways have also made changes in the procedure to respond to tweets made by passengers on problems or inconvenience during the rail journey. As soon as the tweet of a complaint is received on the Railway Minister or DRM ID, registration will be done on the Rail Madad app by asking for the mobile number of the passenger. After this, the concerned department will have to take action on this in due time. Passengers will also be able to see the process of diagnosing their complaints on the Rail Madad app. There will be no need to forward the message of the tweet to the departments if the Railway Ministry changes this system and the problem of passengers will be resolved soon.
It is known that the system of complaint on the tweet was started by then Railway Minister Suresh Prabhu. After this, passengers can tweet if there is a problem with the running train. After the change in this system, the complaint is being registered by the DRM Office Grievance Cell by taking the mobile number from the passenger to the rail help desk. The problem is being diagnosed immediately after being automatically forwarded to the department concerned. For example, if a passenger tweets about not having water in the coach, the complaint will be forwarded to the Mechanical Department after registering for the rail help desk. From there the diagnosis will be determined within the prescribed range.
WEB Based Complaint about Indian Railways
You can directly complain to Indian Railways through the Browser of your mobile, laptop, or tablet. First of all, you have to visit https://railmadad.indianrailways.gov.in/madad/final/home.jsp. In this portal, you can make suggestions and register complaints. You can lodge your complaint with the Ministry of Railways or send your suggestions. For this, you will have to fill an online form, in which you will have to give details related to the complaint, date of the incident, employee’s name, place of occurrence, etc. It is necessary to give the details of personal details, such as name, mobile number, e-mail, address, etc. in the form. You can write your complaint in detail in it. Along with this, you will also have to provide the necessary documents. Here the traveller can lodge the following complaints:
- Allotment of seat berth by train staff.
- Bedroll complaint
- Bribery and Corruption
- Booking of Luggage/Parcels
- Cleanliness at Station
- Catering and Vending Service
- Improper Behaviour of Commercial Staff (I)
- Improper Behaviour of Commercial Staff (II)
- Improper Behaviour of Non-Railway
- Staff Maintenance/Cleanliness of Coaches
- Malfunctioning of electrical equipment
- Non-Availability of Water
- Passenger Booking
- Punctuality of Train
- Refund of Tickets
- Reservation Issues Improper guidance
Complaints of Corruption Related to Indian Railways
Rail passengers, employees, or any other person can easily communicate corruption-related complaints to higher officials. For this, he will not have to go to the railway office. Just after dialling a phone call, his complaint will be registered. For this, Northern Railway has also released the number. Complaints can also be made online.
Despite being aware of the black marketing of railway tickets or corruption in railway construction, tenders, or other works, many people are not able to complain to the concerned authorities. Therefore, Northern Railway has advised people to register vigilance complaints on number 155210, 09717638892, and 09868175631. Special counters are also being opened at railway stations to register complaints related to corruption. To get information about corruption, surveys related to the experiences of travellers will also be conducted. Officials say that this will help to identify where there is corruption.