The RailMadad portal, lauded as the most preferred,"mobile application for desired assistance during travel" over Indian Railways consistently demonstrates its efficiency and commitment in addressing passenger concerns. Southern Railway places a strong emphasis on resolving grievances within predetermined timelines for each specific grievance type, thereby earning the trust of its passengers.
Various modes of lodging RailMadad grievances
Passengers have various channels available to lodge complaints through RailMadad, including the mobile application, web, SMS, email, and social media. However, the 24*7 RailMadad Helpline number 139 remains the preferred choice for registering grievances among passengers.
In Southern Railway, over 51% of the complaints are received through RailMadad Helpline 139, 25% through RailMadad website, 4.5% through social media forums, 19% through RailMadad App and the remaining through other means like SMS to 139, E-mail, CPGRAMS, Umang,etc.
In Southern Railway, during the current FY 2023-24 upto 9th November, a total of 80915 grievances were registered in RailMadad of which 80902 grievances were redressed, achieving an outstanding Average grievance disposal rate of 99.98% also maintaining an impressive First Response Time of 10 minutes.
A total of 14,826 grievances were registered in RailMadad during the month of October 2023 and Southern Railway managed to resolve them within an average disposal time of 36 minutes. Notably, in cases of medical emergencies and security assistance, the average First Response Time (FRT) in October 2023 was an impressive 8 minutes.
Average Disposal Time is the time taken for disposal of the complaint from the time of registration (maintained by the Control office).
First Response Time (FRT) is an indicator of efficiency in handling medical and security assistance during emergencies.
RailMadad’s Integration with other Railway portals
The RailMadad portal stands out for its integration with other rail platforms for real time gathering of data that aids in quick redressal of complaints. RailMadad is integrated with the Integrated Coaching Management System (ICMS) whichis being monitored by the Mechanical Department of Railways,the National Train Enquiry System (NTES) for gathering real-time information about train schedules, and TTE lobby for checking the details of TTEs manning the coach and establishing communication with them. This integration ensures that complaints are promptly directed to the concerned controllers on ground for immediate assistance. This streamlined process has significantly contributed to the Railway's ability to offer necessary support and resolve passenger grievances in minimal time.
Special focus on Vande Bharat grievance redressal
There's a particular focus on ensuring smooth operations of the Vande bharat trains. Grievances related to these prestigious trains are scrutinized daily, and passenger feedback is carefully assessed to enhance the services and amenities provided on Vande bharat trains.
Swift action by RailMadad team
“Really good response from Railways! Back to back calls and quick action taken by them. Respect!”, was an encouraging feedback Mr. Murugan* who raised an SOS throughHelpline 139 about a co-passenger having fallen down from T.No.12633 Chennai Egmore - Kanniyakumari SF Express on 31st October 2023. The RailMadad team sprung into action and rescued the fallen passenger to safety. While the complaint was registered at 22.03 hrs of 31.10.2023, the First Response Time was only 6 minutes and the message was swiftly passed across various levels. The timely intervention by RPF and GRP helpedin rescuing the fallen passenger at 00.15 hours from the spot and arranging immediate medical attention.
In another instance, agrievance was registered in RailMadad website by Ms. Saranya* stating that her mother travelling by T.No.16346 Trivandrum-Mumbai LTT Nethravathi Express complained of non-availability of water in the toilets. The complaint was registered at 19.49 hrs and by 20.06 hrs, i.e. within 17 minutes the airlock problem in the restroom was rectified. Moreover, watering of the train was also done at Palakkad, the following station.
In yet another swift action by the RailMadad team, the leftover luggage of Mr. Rajaraman*, a senior citizen, containing Govt ID cards, mobile, cash and valuables was promptly secured with the RailMadad team resolving the issue in 45 minutes. There are many such instances where the rail user received timely assistance through RailMadad.
By diligently addressing concerns, Southern Railway is dedicated to delivering an efficient and responsive service to passengers while continually striving to improve the quality of travel experience on its trains