Pune: RailMadad App is proving to be a reliable solution for railway passengers' complaints, such as broken seats, dirty compartments, urgent medical needs, general passengers in sleeper compartments, and refund issues.
Upon filing a complaint on the app, passengers receive a phone call within five to seven minutes to address their concerns. In the last two months alone, the railway administration has resolved 9,078 passenger complaints.
The 'Rail Madad App' was launched in July 2019 by the railway administration to remove obstacles in affordable, safe, and comfortable train travel.
Initially, the app did not see many complaints. However, post-2022, the number of users gradually increased. This year, the Railway Ministry has instructed that complaints made through the app be promptly addressed.
To manage the large number of long-distance and local trains running through the Pune division, a staff member has been stationed in the control room 24/7 to address passenger complaints filed through the 'Rail Madad App.' The Pune division sees 211 trains carrying approximately 150,000 passengers daily.
When a complaint is received through the 'Rail Madad App,' it is immediately acknowledged and directed to the relevant department for resolution.
The concerned department contacts the complainant within five to seven minutes to understand and prioritize the resolution of the issue. A daily review meeting is held to discuss the nature of the complaints received and the actions taken.
Senior railway officials stated that passengers' trust in the 'Rail Madad App' has increased due to the 100 per cent rate of complaints being acknowledged and resolved.
To file a complaint on the app, passengers need to download the 'Rail Madad' app from the Play Store, enter their train number or ticket number (PNR), and register their complaint. The concerned department will contact them within minutes to prioritize the resolution of their complaint.
Complaints Received on 'Rail Madad' in the Pune Railway Division
80 to 100: Approximate number of daily complaints
9,078: Complaints received in the last two months
28,800: Total complaints received in 2023-24
Dr. Milind Hirwe, Senior Commercial Manager, Pune Railway Division said, "Once a complaint is filed on the 'Rail Madad App,' it is prioritized and resolved within minutes. A staff member is available 24/7 in the control room to address these complaints. Daily reviews are conducted on the actions taken regarding the complaints."
