Introduction

The Ministry of Railways has discharged the mobile app "Rail MADAD (Mobile Application for Desired help throughout travel)" to expedite and contour traveler grievance redressal.

Rail Madad is a component of the Railway traveler Grievance Redressal and Management System (RPGRAMS) of Indian Railways.

Railway passenger Grievance Redressal and Management System (RPGRAMS), that has been developed by Northern Railway (Delhi Division). RPGRAMS allows passengers to register complaints through mobile phone/web. It relays real-time feedback to riders on the standing of redressal of their criticisms - the passenger gets a rapid ID through SMS on registration of complaint followed by a bespoken SMS act the action taken on it by Railway.

RPGRAMS integrates all the rider complaints received from multiple modes (14 offline/online modes currently) on one platform, analyses them holistically, and generates varied varieties of management reports that change the highest management to unceasingly monitor the pace of grievance redressal moreover as judge the performance of field units/ trains/ stations on varied parameters viz cleanliness, catering, amenities, etc. It additionally identifies weak/deficient areas and laggard trains/stations for enterprise focussed corrective actions.

Salient options of Rail Madad application

Rail MADAD registers a criticism with minimum inputs from passengers (option of picture additionally available), problems distinctive ID instantly and relays the criticism on-line to relevant field officers for immediate action. The action taken on criticism is additionally relayed to rider through SMS, therefore quick following the complete method of redressal of complaints through digitization.

The app additionally displays varied helpline numbers (e.g., Security, kid helpline etc.) and provides direct career facility for immediate help in one simple step.

All modes of filing complaints as well as offline and on-line modes are being integrated on one platform, thus the resultant management reports gift a holistic image of weak/deficient areas and change centered corrective action by officers involved.

The data analysis would additionally generate trends on varied performance parameters of a particular train/station like cleanliness, amenities etc. therefore creating social control call additional precise and effective.

Hierarchy based mostly dashboard/reports are going to be on the market for management at Division /Zonal/Railway board level and sent through car email to each involved officer weekly.

Railway grievances and complaints

Indian Railways create some new changes each year, keeping in mind the convenience of the individuals. These changes in the main embody changes in rider fares, freight rates, train and improvement at the station, rider safety, simple price tag booking etc. Even finally these changes, if a rider experiences any inconvenience, the railway authorities create each effort to unravel the grievances of the individuals through social media, helpline variety and email etc.

The total running track of Indian Railways is sixty five,000 kms that makes it the world's fourth largest railway network. Keeping in sight the convenience of individuals per annum, Indian Railways makes some new changes like rider fares, changes in freight rates, rider amenities, rider safety, straightforward price tag booking etc.

Sometimes some individuals square measure proud of these changes however some individuals forever brings the eye of the authorities concerning the issues like dirty stations and trains, poor quality of food, thievery of products and safety of passengers etc. Keeping in mind the idea of "customer is that the king", the govt. conjointly makes each effort to resolve the grievances of individuals through social media, helpline numbers, sms alerts and email etc.

This article can tell you that however you'll be able to complain concerning railway issues with Railways officers.

Complaint procedure

Step 1. https://railmadad.indianrailways.gov.in/madad/final/home.jsp 

You can register complain on this platform connected to;

1. If your seat got confirmed however still TTE doesn't allot seat to you.

2. Dirty terminus

3. Unlearned train compartment and can

4. Dirty wear within the train compartment

5. Demand of felony by the railway officers

6. Poor quality of food

7. Not operating electrical instrumentation

8. Inappropriate behaviour of the train employees

9. Inconvenience of water within the train and station

10. Stealing incidents within the compartment

11. Not obtaining refund when the Cancellation of price ticket

12. No refund of cash on cancellation of train

Step 2: Fill the subsequent kind on-line to register your grievance with the railway

Step 3: to grasp this standing of your grievance and to make sure that whether or not any action has been taken on your grievance or not

Complaint through SMS, decision and Twitter:

Railways have introduced separate phone numbers for complaints and security problems. though Complaints can even be lodged to the railway through social media

1. A rider will file grievance or suggestion directly by line of work 138.

2. If you've got any security connected grievance then you'll decision 182.

3. If you would like to file a grievance through your mobile via sms, you'll send a grievance to 91-9717680982.

4. just in case of any emergency, service connected complain or insecurity throughout the journey; rider will tweet at "@RailMinIndia"

Complaint form filling

  1. Train complaint

  • Journey details

  • PNR no

  • Select type

  • Select sub type

  • Incident date

  • Complaint description

  • Upload file

  • Submit

  1. Station complaint

  • Select type

  • Select sub type

  • Incident date

  • Upload file

  • Submit

  1. Freight or parcel enquiry

  • Select luggage/ goods

  • Select sub type

  • Inquiry type

  • Upload file

  • Submit

  1. Track your concern

  • Reference no

  • Submit

  1. Suggestions

  • Suggestion detail-Enter suggestion

  • Description

  • Submit

FAQs

Que 1: what's the aim and objectives of Rail Madad portal?

Ans : Rail Madad Portal has been developed to modify Railway salutation. to lodge a criticism or offer suggestion through on line, app., or SMS and facility to trace live standing of complaints and supply feedback supported their satisfaction with the resolution. the target of this portal is to reinforce expertise of Railways passengers with swift and satisfactory resolution of complaints.

Que 2: What quite complaints am i able to submit?

Ans : Any criticism relating solely to 'Train' or 'Station' will be lodged.

Que 3: What quite suggestions am i able to submit?

Ans : Any suggestion relating solely to 'Train' or 'Station' will be submitted.

Que 4: What details do i would like to login the system?

Ans : you're needed to enter your valid email id or mobile variety. a 1 Time word (OTP) are going to be sent to the Mobile variety or Email Id that must be entered. (This Procedure is followed to make sure that the criticism / suggestion is being lodged with valid identity.)

Que 5: area unit each, mobile variety and email id, obligatory to login into the system?

Ans : No. anybody of them can do.

Que 6: Do I even have to produce my PNR details in train complaint?

Ans : Yes. PNR details facilitate in correct assignment of a criticism for swift resolution

Que 7: am i able to attach a supporting document beside the criticism or suggestion?

Ans : Yes. A facility has been provided to transfer solely .jpg, .jpeg & .png files as supplementary document you want beside your criticism / suggestion. Uploading is through with click on 'Choose File' button.

Que 8: inside what time-frame my criticism are resolved?

Ans : we'll create all sincere efforts to resolve your complaints at the earliest and additionally inform you constant. However, you'll be able to additionally track on-line your criticism standing.

Que 9: however can i buy to grasp if my criticism has been resolved?

Ans : A message confirming resolution of your criticism / suggestion are sent on your registered mobile variety or email id.

Que 10: wherever am i able to track the criticism already submitted by me?

Ans : you'll be able to track live standing of your criticism by clicking on 'TRACK COMPLAINT' button when login to the portal.

Que 11: Is there any provision for feedback concerning the standard of resolution of my complaint?

Ans : Yes. once receiving the message of resolution you'll be able to post your feedback through the link provided in resolution SMS you've got received from portal.

Que 12: What ought to I do if the portal stops responding or displays Associate in Nursing error?

Ans : 2 immediate action might be:

a) Refresh the browser.

b) close and login once more.

Que 13: am i able to edit/modify my grievance or suggestion once it's been submitted?

Ans : No. Once submitted, no modifications/change may be created to the grievance or suggestion. However, a contemporary grievance or suggestion may be submitted.

Que 14: will grievance be submitted via post?

Ans : Yes. you'll be able to send your grievance through post that may be accepted and processed through this portal solely.

Que 15: I even have an issue that wasn't answered during this list. What ought to I do?

Ans : we've got taken all care to create it comprehensive. If you need any longer help you'll be able to invariably send a mail to United States on railmadadcris@gmail.com.

Que 16: Is there a provision to lodge train complaints mistreatment UTS price tag number?

Ans : Yes. this may be done by clicking train complaints mentioning train range followed by UTS range as a travel authority.

Que 17: Is there provision to lodge complaints against Railway employees ?

Ans : Yes. employees Behavior is one in every of the heads of the grievance each 'Train' and 'Station' and grievance may be lodged against any incident of employees misbehaviour.

Que 18: Is there provision to lodge grievance through SMS ?

Ans : Yes. you will write a message 'MADAD house your complaint' and SMS it to 139.

Que 19: Is there provision to lodge complaints over phone ?

Ans : Yes . grievance may be lodged over phone on the integrated helpline no. 139.

Que 20: Is there any restriction on length of the grievance ?

Ans : Yes. most one thousand characters.

Que 21: Is there provision for following same complaints on cross platform ?

Ans : There area unit 3 platform on the market to lodge complaints in Rail Madad i.e. WEB, APP , SMS and Helpline 139. Complaints lodged on internet or Apps may be half-track on each of them. Complaints lodged through SMS or helpline range 139 may be half-track solely on their various channels.

Que 22: Is there any provision to open the grievance if the plaintiff isn't happy by the resolution provided by Railways?

Ans : No. there's no such provision

Que 23: Is there provision to vary the password?

Ans : Yes. ab initio Application offer default watchword which may be modified later once login.

Que 24: am i able to see my history of the lodged complaints

Ans : No.

Que 25: Is there provision to trace grievance with reference no.?

Ans : Yes.

Que 26: Is there provision to vary the contacts details?

Ans : Yes. you'll be able to update your profile on the link given for this purpose.

Que 27: Is there a restriction on entered PNR for Train Complaints?

Ans : Yes. you'll be able to solely enter a PNR at intervals five days once the boarding time.

UTS related questions

Que 1: World Health Organization will use the utsonmobile application?

Ans : The services don't seem to be offered to persons beneath the age of seventeen or to anyone antecedently suspended or aloof from the services by Indian Railways. By acceptive the Terms & Conditions or by otherwise mistreatment the Services or the location, you represent that you simply area unit a minimum of seventeen years ancient and haven't been antecedently suspended or aloof from the Services. You represent and warrant that you simply have the proper, authority, and capability to enter into this Agreement and to abide by all the terms and conditions of this Agreement. You shall not impersonate anyone or entity, or incorrectly state or otherwise misrepresent identity, age or affiliation with anyone or entity.

Que 2: a way to transfer the utsonmobile application?

Ans : The mechanical man version of the appliance may be downloaded from Google Play Store. The Windows version of the appliance may be downloaded from the Windows Store and therefore the iOS version may be downloaded from the Apple store. the appliance is liberated to transfer.

Que 3: What area unit the pre-requisites to avail the utsonmobile application service?

Ans : The rider ought to have Android/Windows/iPhone smartphone solely. The phone ought to have minimum GPRS property to use the services. The rider ought to have cash in their Railway pocketbook (R-Wallet) or use Net-banking/Debit/Credit card facility. so as to book paperless tickets, the sensible phone ought to be GPS enabled.

Que 4: Is it obligatory to register for mistreatment the utsonmobile system?

Ans : Yes, it's obligatory to register.

Que 5: wherever to try to to registration?

Ans : Registration may be done through portable application or web site (https://www.utsonmobile.indianrail.gov.in). The rider 1st can get registered by providing his/her mobile range, name, password, gender and date of birth. once self-made registration, associate SMS are going to be sent to the user with login-id and parole and zero-balance R-Wallet are going to be created with none further price.

Que 6: Is it necessary to prime up the built-in R-Wallet?

Ans : No, it's not obligatory to indefinite quantity the R-Wallet. the appliance is integrated with the opposite payment choices like Net-banking/Debit card/Credit card/UPI/Wallets through Paytm, MobiKwik , FreeCharge payment aggregators.

Que 7: will a price tag be set-aside within the station premises?

Ans : per the Railway industrial rule, a rider ought to enter the Railway premises once buying the price tag. Hence, booking a price tag mistreatment utsonmobile application within the station premises isn't permissible.

Que 8: What area unit the modes of ticketing through utsonmobile application?

Ans : The rider will book either Paperless or Paper mode of price tag.

Paperless Ticket: whereas booking the price tag, the rider current geo location are going to be checked mistreatment phone GPS and therefore the price tag are going to be set-aside if the rider isn't within the Railway fencing space like station premises and within the train. The rider will travel while not taking hardcopy of the price tag. The smartphone ought to be GPS enabled. However, the GPS isn't needed to book/renew season tickets.

Paper Ticket: The rider will book price tag from anyplace. On self-made booking of price tag, the rider can get Booking ID at the side of different price tag details as SMS/Notification. The rider ought to attend the supply station and take print out from the ATVM, CoTVM, OCR machines mistreatment the booking ID. The rider can even approach UTS booking counter to require price tag output.

Que 9: Is GPS necessary whereas booking a price tag through utsonmobile application?

Ans : GPS is important to book the price tag in Paperless mode. For Paper based mostly price tag, the usage of GPS isn't obligatory.

Que 10: What area unit the categories of price tag which will be bought from the utsonmobile application?

Ans : 3 sorts of {ticket|price tag|price price tag} may be bought like Journey ticket, {season price tag|commutation ticket|ticket} and Platform ticket (both Paperless and Paper based).

Que 11: Is it necessary to require the print out of the ticket?

Ans : • For Paperless mode, the print of the price tag isn't needed and not allowed.

• For Paper based mostly price tag, the print of the {ticket|price tag|price price tag} is obligatory and travel while not written ticket can enforce penalty.

Que 12: a way to take the print out of the paper based mostly ticket?

Ans : The rider ought to attend the supply station and take print out from the ATVM, CoTVM, OCR machines mistreatment the booking ID. The rider can even approach UTS booking counter to require price tag output. Travel while not written price tag can enforce penalty.

Que 13: What to try to to if my paper price tag isn't written at the ATVM/CoTVM/OCR machines?

Ans : forthwith contact the booking workplace supervisor or decision Railway client care.

Que 14: Is paperless commutation ticket is valid from identical day of booking?

Ans : No. it's valid solely from ensuing day of booking.

Que 15: a way to book paperless price tag with none hassle?

Ans : a. Check your phone GPS is enabled.

b. Check your R-wallet balance for comfortable cash or use different payment choices.

c. Book your price tag before coming into the station premises.

Que 16: What to try to to if my paperless price tag isn't set-aside, however cash got deducted?

Ans : a. Click the 'Show set-aside Ticket' button offered within the Main screen.

b. If the price tag isn't visible, then decision client care. just in case cash is subtracted and price tag not set-aside, then the cash are going to be refund mechanically to your account once seven days.

Que 17: a way to cancel a mobile ticket?

Ans : • Paperless price tag isn't allowed for cancellation.

• Paper price tag is also off within the following technique

1. The cancellation of {ticket|price tag|price price tag} through mobile application is allowed provided that the ticket isn't written at the cubicle.

2. Once, the price tag is written at the cubicle, then cancellation is allowed solely at the UTS counter among one hour once output. In each cancellation technique, there'll not be any money refund at the time of cancellation. The refund quantity once deduction of clerkage charge, if any, are going to be mechanically topped up within the user R-Wallet or are going to be refunded to customers account.

Que 18: a way to show the paperless price tag to the TTE?

Ans : • while not login, use 'SHOW set-aside TICKET' choice offered within the login screen or

• once login, use SHOW set-aside price tag choice offered within the main menu.

Que 19: whether or not 'SHOW set-aside TICKET' choice works in offline mode?

Ans : Yes, 'SHOW set-aside TICKET' choice add the offline mode (i.e while not internet)

Que 20: however long can my paperless platform price tag be valid?

Ans: per Railway rules platform price tag is valid for 2 hours from the time of booking.

Que 21: what's the validity of paperless Season Ticket?

Ans : 1. The recent paperless commutation ticket are going to be Valid from ensuing day.

2. just in case of advance renewal of commutation ticket, the new validity amount logic is as follow

i. just in case the commutation ticket validity amount is active, then the new validity amount are going to be effective from existing validity amount and someday.

ii. just in case the commutation ticket validity amount is terminated, then the new validity amount are going to be from next day (i.e. current date and one).

Que 22: What if the mobile French telephone battery is down throughout the journey?

Ans : If the rider is unable to point out a paperless price tag to (Train price tag Examiner) TTE because of the mobile battery drained out, then the travel of the rider would be treated as a ticketless travel and penalty are going to be obligatory.

Que 23: What if the mobile French telephone is lost throughout the journey?

Ans : The travel of the rider would be treated as a ticketless travel and penalty are going to be obligatory.

Que 24: what's the procedure to vary the mobile handset?

Ans : to limit the duplication of UTS price tag, Application was designed in a very thanks to show active price tag(s) on one mobile device a time by binding ticket with device IMEI range.

Process to vary mobile French telephone

1) If user isn't having active ticket(s)

User will amendment French telephone mistreatment amendment French telephone choice offered in UTS application or from https://www.utsonmobile.indianrail.gov.in website.

2) If user has active tickets(s)

a) If user desires to vary handset:

One will amendment the French telephone just one occasion in a very month (i.e. once 30/31 days) just in case of getting active price tag.

The steps to vary the mobile French telephone is as follows:

1. User needs to initiate the amendment French telephone (IMEI) request from the prevailing mobile device.

2. User will transfer the appliance within the new mobile device.

3. User login to the appliance mistreatment their papers.

4. User can use the synchronize {ticket|price tag|price price tag} choice to re-sync the ticket to the new mobile.

5. All the price tag are going to be certain to the new mobile French telephone.

b) Mobile French telephone is lost:

User ought to provide request to CCM/PM workplace of the priority Railway at the side of following documents:

1. Copy of the FIR/ CSR

2. Copy of the Duplicate SIM CARD request letter given to Mobile Network Operator

c) Mobile French telephone is non-repairable:

User ought to provide request to CCM/PM workplace of the priority Railway at the side of following documents:

1. Copy of the letter from the dealer or service center expression that the mobile is non serviceable.

2. Copy of the Duplicate SIM CARD request letter given to Mobile Network Operator

Que 25: will a R-Wallet account be reactivated once surrendered?

Ans : Yes, the relinquished R-Wallet may be reactivated having zero balance among three months from the date of surrender. on the far side 3 months, the rider needs to take specific permission of the Railway for reactivation.

Que 26: will a vigorous price tag be recovered once a rider changes the handset?

Ans : Yes, price tag may be recovered by mistreatment amendment French telephone choice. One will amendment the French telephone just one occasion in a very month (i.e. once 30/31 days) just in case of getting active price tag. The steps to vary the mobile French telephone is as follows:

• User needs to initiate the amendment French telephone (IMEI) request from the prevailing mobile device.

• User will transfer the appliance within the new mobile device.

• User login to the appliance mistreatment their papers.

• User can use the synchronize {ticket|price tag|price price tag} choice to re-sync the ticket to the new mobile.

• All the price tag are going to be certain to the new mobile French telephone.

Que 27: a way to amendment password?

Ans : The parole may be modified by mistreatment the amendment parole choice offered within the mobile application or web site.

Que 28: a way to reset the password?

Ans : The user will reset his/her parole just in case it's forgotten by mistreatment 'Forgot Password' choice offered on the mobile application similarly as web site

Que 29: what's a R-Wallet?

Ans : R-Wallet is closed pocketbook of Indian Railways. Being a closed pocketbook, all the foundations of run for Closed pocketbook can apply to the current pocketbook conjointly.

The R-Wallet with zero-balance are going to be created with none further price upon self-made registration by the rider. The minimum recharge worth is Rs.100 and multiples of Rs.100 which might mature to Rs. 10000/-.The maximum stored-value quantity during this R-Wallet is Rs.10000.
Currently, there's five-hitter bonus on each R-Wallet recharge (for restricted amount only).

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