Indian Railways have launched a mobile app named ‘Rail MADAD’ to address all railways related complaints.
The mobile app was launched by Union Railway Minister Piyush Goyal to streamline the entire passenger grievance redressal system in Indian Railways.
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MADAD stands for (mobile application for desired assistance during travel).
A press release issued by the Chief Public Relations Officer, Pranav Jyoti Sharma of NF Railway in Guwahati, stated that through this App, the entire complaint management system has been completely digitized and integrated.
Passengers can easily register complaints through mobile phone or web.
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Web based complaints can be registered through the app and it can be downloaded from Google Play Store or elsewhere. This app integrates complaints received from multiple modes on a single platform.
It relays real time feedback to passengers on the status of redressal of their complaints – passenger gets an instant ID through SMS on registration of complaint followed by a customized SMS communicating the action taken thereon by Railways.
Passenger can use medical helpline, child helpline, women’s helpline and other helpline provided on the mobile app to get the desired assistance while travelling.
There are provisions of even uploading photographs while registering complaints.
It registers a complaint with minimum inputs from passenger and 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, fast tracking the entire process of redressal of complaints through digitization.
To ensure that all common types of complaints are covered, as many as 20 complaints types for ‘Register my complaint for station’ and 15 for ‘Register my complaint for train’ apart from direct calling facility has been made available.
Each type of complaint has sub-complaint option which has to be selected by the passenger, the release further added.