Rail Madad complaints to reach train staff directly for faster resolution – Here’s how

Indian Railways aims to expedite the handling of Rail Madad complaints by directly connecting train staff with the Coach Mitra system. Launched in 2019, Rail Madad serves as a comprehensive platform for passengers to lodge grievances, seek help, and inquire about train-related matters. Accessible through various channels such as a helpline, website, app, and SMS, passengers can also provide feedback on how their complaints were resolved.

To accelerate the resolution process, the Railway Board (RB) has instructed Zones to ensure that information of train escorting staff is accurately recorded in the CMM/Rail Care system. Upon updating this information, complaints filed through Rail Madad can be directed straight to the relevant staff via the Coach Mitra platform, enabling them to address passenger concerns while the train is in operation.

In a letter to General Managers dated August 24, the RB pointed out that during live monitoring of Rail Madad complaints, there were instances where complaints were not reaching the designated train escorting staff within the stipulated timeframe, leading to unnecessary delays in resolving passenger complaints. By updating the details of the concerned staff against the respective train and coach, complaints can be sent directly to them through the software.

This direct approach will enable train staff to attend to complaints promptly while the train is in service, significantly reducing response times and preventing SLA breaches.

Presently, when the details of the responsible staff are not updated in the CMM/Rail Care system, complaints are routed through the Divisional Control, which then contacts the staff, potentially causing further delays. To mitigate this delay, the RB has requested all Zonal Railways to ensure that complete and updated information of staff serving on trains is entered into the system for each journey.

The RB emphasized that complete and updated details of all escorting staff deployed on trains should be entered in the CMM/Rail Care for every trip. The target list of train staff to be linked includes Obhs staff, linen distribution personnel, mechanical and electrical escorting staff, Ticket Collectors and Assistants, Railway Protection Force (RPF) escorting staff, and IRCTC managers.