Chennai: The Rail Madad portal has emerged as the most preferred platform for assistance during travel over Indian Railways consistently demonstrating its efficiency and commitment in addressing passenger concerns.
According to a press release from Southern Railway, passengers have various channels available to lodge complaints through Rail Madad, including the mobile application, web, SMS, email, and social media. However, the 24×7 Rail Madad Helpline number 139 remains the preferred choice for registering grievances among passengers.
In Southern Railway, over 51% of the complaints are received through RailMadad Helpline 139, 25% through Rail Madad website, 4.5% through social media forums, 19% through Rail Madad App and the remaining through other means like SMS to 139, E-mail, CPGRAMS, Umang, etc.
In Southern Railway, from April 01 up to November 09, 2023; a total of 80,915 grievances were registered in Rail Madad of which 80,902 grievances were redressed, achieving an outstanding average grievance disposal rate of 99.98% also maintaining an impressive First Response Time of 10 minutes. First Response Time (FRT) is an indicator of efficiency in handling medical and security assistance during emergencies. Notably, in cases of medical emergencies and security assistance, the average First Response Time (FRT) in October 2023 was an impressive 8 minutes.
A total of 14,826 grievances were registered in RailMadad during the month of October 2023 and Southern Railway managed to resolve them within an average disposal time of 36 minutes. Average Disposal Time is the time taken for disposal of the complaint from the time of registration (maintained by the Control office).
The RailMadad portal stands out for its integration with other rail platforms for real-time gathering of data that aids in the quick redressal of complaints. Rail Madad is integrated with the Integrated Coaching Management System (ICMS) which is being monitored by the Mechanical Department of Railways, the National Train Enquiry System (NTES) for gathering real-time information about train schedules, and the TTE lobby for checking the details of TTEs manning the coach and establishing communication with them. This integration ensures that complaints are promptly directed to the concerned controllers on the ground for immediate assistance. This streamlined process has significantly contributed to the Railway’s ability to offer necessary support and resolve passenger grievances in minimal time.
There’s a particular focus on ensuring the smooth operations of the Vande Bharat trains. Grievances related to these prestigious trains are scrutinized daily, and passenger feedback is carefully assessed to enhance the services and amenities provided on these trains.