As 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 bound redressal.
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, E-mail, CPGRAMS, etc.
Southern Railway has been achieving 100% complaint disposal rate since 2019-20 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 2022-23 till date when compared to 31450 complaints resolved during the previous financial year 2021-22 (Apr-Mar).
How RailMadad Works?
RailMadad, the unified customer interface for grievance, enquiry, suggestion and assistance, provides passengers 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 predetermined. 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 challenging task. RailMadad handles this meticulously, as it is integrated with the National Train Enquiry System (NTES) and other platforms like Integrated Coach Management System (ICMS). Thus, when an onboard complaint is registered both the Train Running Railway and Train Owning Railway is alerted and the 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.
Team RailMadad
RailMadad portal is monitored round the clock by a dedicated and efficient team of Officers, Controllers, Inspectors at the Divisional-level, Zonal-level,Railway Board-level and also by the Engineers at Centre for Railway Information Systems(CRIS).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 on e-governance held at Mumbai in February 2020.
