A s a socially responsible and accountable entity, Indian Railways considers redressal of passenger complaints as one of its Key Performance Indicators. To put in place an effective complaints monitoring system which would also provide a one stop solution to complaints, grievances, enquiry and also serve as a robust feedback mechanism, RAILMADAD was launched in 2019. Complaints and grievances lodged through different modes were brought into a single platform and channelized through this portal for time boundredressal.
Receipt & Disposal of complaints in Southern Railway through RAILMADAD In Southern Railway, over 61% of the complaints are received through Rail Passenger Helpline 139, 21% through RailMadad website (railmadad.gov.in, railmadad.in), 10% through social media forums, 5% through RailMadad App and the remaining 3% through other means like SMS to 139, Email, CPGRAMS, etc.
Southern Railway has been achieving 100% complaint disposal rate since 201920 and also maintains 37 minutes as average disposal time since April 2021.
Southern Railway also maintains 8 minutes as the First response Time (FRT ). FRT is an indicator of efficiency in handling Medical and Security assistance during emergencies.
Railways at all levels have taken concerted efforts in creating awareness about RailMadad amongst passengers. Faster and satisfactory resolution of grievances has resulted in restoring the faith of the passengers in the grievance redressal system which serves as an harbinger of hope during any inconvenience experienced by passengers during their train journey or while at railway premises.
As a result lots of passengers have now started using the Railmadad complaints mechanism. The total no.75613 complaints have been resolved in the current financial year 202223 till date when compared to 31450 complaints resolved during the previous financial year 202122 (Apr-Mar).
How RailMadad works?
RailMadad, the unified customer interface for grievance, enquiry, suggestion and assistance, provides passengers
Southern Railway has been achieving 100% complaint disposal rate since 201920 and also maintains 37 minutes as average disposal time since April 2021. Southern Railway also maintains 8 minutes as the First response Time (FRT). FRT is an indicator of efficiency in handling Medical and Security assistance during emergencies.
the choice to access the portal through multiple channels, namely, Web, App, SMS, Social Media and Helpline number (139) during the journey for expeditious resolution of their complaints. On registration of a complaint, a unique complaint number is generated and the status of the grievance is continuously monitored.
Passengers also have the facility to track the status of their complaints using the unique reference number. Depending on the complaint’s nature, urgency and complexity the maximum time limit within which a case has to be resolved is pre determined. As the name suggests, RailMadad has come to the rescue of thousands of passengers during emergencies offering first response and subsequently the required assistance in minimum possible time.
While all the departments work in perfect coordination to resolve complaints, it is the Security, Mechanical and Commercial wings that deploy field personnel, play a very crucial role and rush to the passengers’ aid during emergencies arising during travel.
Responding to onboard complaints is a very The total no. 75613 complaints have been resolved in the current financial year 202223 till date when compared to 31450 complaints resolved during the previous financial year 202122 (Apr-Mar).
challenging task
RailMadad handles this meticulously, as it is integrated with the National Train Enquiry System (NTE S) and other platforms like Integrated Coach Management System (IC MS). Thus, when an onboard complaint is registered both the Train Running Railway and Train Owning Railway is alerted and complaint is resolved within the earliest possible time.
Suggestions module
Further, the Suggestions module of RailMadad is an innovative tool through which suggestions from various stakeholders are received and forwarded to concerned branch officers, who could use them as a guide to make future decisions. RailMadad is also used as a managerial tool to measure the efficiency of the subordinate units. Each Division unit is committed to rectify the deficiencies in their system and offer quality service to the passengers.
- RailMadad mechanism sees increase in usage amidst improved awareness amongst passengers and owing to its reliability
- Telephonic call is the most preferred mode of grievance registration for passengers Southern Railway takes an average of 37 minutes to resolve greivances
- The First Response Time is 8 minutes for Medical & Security assistance
Team RailMadad RailMadad portal is monitored round the clock by a dedicated and efficient team of Officers, Controllers, Inspectors at the Divisionallevel, Zonallevel, Railway Boardlevel and also by the Engineers at CRI S (Centre for Railway Information Systems).
The consolidated Team effort is driving the RailMadad portal to the realm of success. It is noteworthy that RailMadad was awarded Silver under category II of National e governance Awards “for excellence in providing Citizen Centric Delivery” during the 23rd National Conference one governance held at Mumbai in February 2020.
