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June 13, 2018

Indian Railways digitises complaint management system

Indian Railways has launched a new mobile app that will help speed up and streamline passenger grievance redressal processes.

Indian Railways has launched a new mobile app that will help speed up and streamline passenger grievance redressal processes.

The Rail MADAD (Mobile Application for Desired Assistance During travel) app is part of Indian Railways’ strategy to completely digitise its complaint management system.

It allows passengers to register their complaints using mobile phone or web portals. It also provides real-time feedback to passengers on the status of their compensation processes.

Once they registered their complaints, travellers are provided with an instant ID through SMS followed by another message informing action will be taken by Indian Railways.

“The Rail Madad app displays various helpline numbers such as security and child helpline and offers a direct calling option for immediate assistance.”

The Rail Madad app displays various helpline numbers such as security and child helpline and offers a direct calling option for immediate assistance.

The Railway Passenger Grievance Redressal and Management System (RPGRAMS), which comprises several features, including Rail Madad, will integrate all passenger complaints coming from 14 offline / online modes on a single platform.

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All complaints will then be analysed by the system and various types of management reports will be generated.

Indian Railways’ top management will use these reports to continuously monitor the pace of grievance redressal and assess the performance of field units, trains and stations on various parameters, including cleanliness, catering and amenities.

The system is also designed to help recognise weak or deficient areas and laggard trains and stations in a bid to undertake focused corrective actions.

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