Indian Railways is taking steps to improve the resolution of complaints through its Rail Madad platform, a grievance redressal mechanism launched in 2019. The move aims to make it faster for passengers to get their issues resolved.

The Railway Board has directed Zones to update details of escorting staff in the CMM/Rail Care system. This will enable passengers to send complaints directly to the concerned staff through Coach Mitra, allowing them to attend to passenger complaints while the train is in service. For related coverage, explore our detailed analysis on Technology and Digital Systems.

Current Challenges

The current process often involves contacting the control office, which can delay responses. To address this, the Railway Board suggested that all Zonal Railways update complete and detailed information about staff deployed on trains for every trip.

To reduce this delay, the RB has requested all Zonal Railways to ensure that complete and updated details of staff deployed on trains are entered in the system for every trip.

"It is advised that complete and updated details of all escorting staff deployed on trains should invariably be entered in the CMM/Rail Care for every trip," the RB said.

Rail Madad Complaints Details and Timeline

Resolution of Rail Madad complaints: Indian Railways is planning to make the resolution of Rail Madad complaints faster Launched in 2019, the Rail Madad is a grievance redressal mechanism that provides train passengers with an integrated platform to raise complaints, seek assistance and make inquiries. Passengers can use Rail Madad through multiple channels, including helpline number 139, the Rail Madad website, app and SMS.

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They can also share feedback on how their complaints were resolved. To further speed up the resolution process, the Railway Board (RB) has directed Zones to ensure that details of train escorting staff are updated in the CMM/Rail Care system.

Once updated, Rail Madad complaints can be sent directly to the concerned staff through Coach Mitra, allowing them to attend to passenger complaints while the train is in service. This was leading to avoidable delays in addressing passenger complaints.

The Railway Board suggested that updating the details of the concerned escorting staff against the relevant train and coach would allow Rail Madad complaints to be sent directly to them through the software. This would help staff attend to complaints more quickly while the train is in service.

"The escorting staff can then attend to the complaint promptly while the train is in service, there The control office then contacts the staff on the train, which can delay the response. To reduce this delay, the RB has requested all Zonal Railways to ensure that complete and updated details of staff deployed on trains are entered in the system for every trip.

"It is advised that complete and updated details of all escorting staff deployed on trains should invariably be entered in the CMM/Rail Care for every trip," the RB stated.