Comprehensive support and swift passenger assistance is provided through RailMadad, 1.69 lakh complaints resolved in the year 2024-25 over Southern Railway.
RailMadad mechanism sees increase in usage amidst improved awareness amongst passengers and owing to its reliability
Southern Railway sets a benchmark in passenger care achieving an exceptional first response time (FRT) of just 8 minutes through its grievance redressal platform.
In a commendable display of efficiency and coordination, Indian Railways' RailMadad system came to the rescue of a male passenger suffering a severe leg injury while travelling in the last General Second Class (GS) coach on 8 August 2025. The incident unfolded when railway staff received an urgent alert reporting that the passenger had sustained a deep leg cut resulting in heavy bleeding. The request for help was immediately forwarded to the relevant division, setting in motion a chain of rapid responses. Within minutes, the concerned control offices coordinated with Perambur station authorities to arrange an ambulance.
Upon arrival, railway officials and ambulance staff swiftly attended to the injured passenger, ensuring he was safely transferred for further medical treatment. Follow-up reports confirmed that medical aid was successfully provided, and the passenger was stabilised.
This case is a shining example of how the RailMadad platform, supported by well trained railway staff, can deliver critical, lifesaving interventions in record time. It underscores Indian Railways commitment to prioritising passenger safety and wellbeing, no matter where they are on their journey.
RailMadad, lauded as the most preferred mobile application for "desired assistance during travel,” has consistently demonstrated efficiency in handling passenger concerns. The platform offers multiple complaint registration channels including the 24×7 Helpline 139, the RailMadad mobile app, website, social media, email, and SMS, ensuring accessibility for all categories of passengers.
In Southern Railway, over 58% of the complaints are received through RailMadad helpline 139, 20% through RailMadad website, 2% through social media forums ,19% through RailMadad app and the remaining through other means like SMS to 139, E-mail, CPGRAMS, Umang, etc.
The RailMadad system has not only impressed with its speed but has also earned the trust and appreciation of passengers across Southern Railway. Commuters frequently commend the app's user friendly interface, the clarity of status updates, and the remarkably fast response times.
In the current financial year 2024-25, Southern Railway has continued to uphold its strong record in passenger grievance redressal through RailMadad, resolving thousands of cases promptly with a disposal rate close to 100%. Dedicated efforts to raise awareness about RailMadad among passengers have ensured faster and more satisfactory complaint resolution, reinforcing public trust in the system. The RailMadad platform remains a vital lifeline for passengers, offering quick assistance for medical and security needs train related enquiries, catering issues vigilance matters, and other general concerns. Passengers can also track the status of their complaints online, ensuring transparency and confidence in the process.
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