RailEnquiry

Indian Railways has for the first time completely digitized the Complaint management system. Piyush Goyal, Minister of Railways & Coal today launched a new App “Rail Madad” – An App to streamline passenger grievance redressal. RPGRAMS(Railway Passenger Grievance Redressal and Management System), comprises many novel features including ‘Rail Madad’ – a mobile register complaints by passengers through mobile phone/web. It also pprovides real time feedback to passengers on the status of redressal of their complaints. It also identifies weak/deficient areas and laggard trains/stations for undertaking focussed corrective actions. 

Salient features of Rail Madad application are- 

• Rail MADAD (Mobile Application for Desired Assistance During travel) registers a complaint with minimum inputs from passenger, generates Unique ID instantly and forwards complaint online immediately. The action taken on complaint is also relayed to passenger through SMS. 
• Displays various helpline numbers (e.g., Security, Child helpline etc) and provides direct calling facility. 
• All modes of filing complaints including offline and online modes are being integrated on a single platform. 
• The data analysis would help in making managerial decision more effective. 
• Hierarchy based dashboard/reports will be available for management at Division /Zonal/Railway board level.