New Delhi: From 1st January 2020, Railway Grievances Helplines such as 138 ( for General Complaints), 1800111321 (for Catering Services), 1072 ( for accidents and safety), 152210 (for Vigilance), 58888 or 138 (for Clean my coach) and 9717630982 (for SMS Complaints) will be discontinued and an integrated railway helpline number 139 will take over all existing helpline numbers.
Henceforth, on and from 1st January 2020 RAILWAY HELPLINE NUMBERS 139 and 182 only will function along with Rail Madad, the Grievance Redressal Mechanism developed by Indian Railway, in operation from 15th July 2019.
The mobile app “Rail MADAD (Mobile Application for Desired Assistance During travel) is designed to expedite and streamline passenger grievance redressal. Rail Madad is part of the Railway Passenger Grievance Redressal and Management System (RPGRAMS) of Indian Railways.
Rail MADAD registers a complaint with minimum inputs from passenger (option of photo also available), issues unique ID instantly and relays the complaint online to relevant field officials for immediate action. The action taken on complaint is also relayed to passenger through SMS, thus fast-tracking the entire process of redressal of complaints through digitisation. The app also displays the Security helpline number and provides direct calling facility for immediate assistance in one easy step. All modes of filing complaints including offline and online modes are being integrated on a single platform, therefore the resultant management reports present a holistic picture of weak/deficient areas and enable focused corrective action by officials concerned. The data analysis would also generate trends on various performance parameters of a selected train/station like cleanliness, amenities etc thus making the managerial decision more precise and effective. Hierarchy based dashboard/reports will be available for management at Division /Zonal/Railway board level and sent through auto email to every concerned officer weekly. The Rail MADAD app for Android platform can be downloaded from Google play store.