Say goodbye to grievances passengers! Railway soon to launch ‘MADAD’ app to lodge complaints

New Delhi, April 17: Have issues regarding railway facilities or any grievances? Don’t worry; Indian Railways will soon launch a new app called as ‘MADAD’ which will help the commuters contact directly with the railway officials to lodge any complaints. So its time to move on over twitter, Facebook, helplines and complaint registers if you want to register any sort of complaints with the Railways.

Aiming to launch the dedicated mobile application ‘MADAD’ (Mobile Application for Desired Assistance During travel) by the end of this month, it will enable its passengers to lodge complaints, be it over food quality or dirty toilets. They can also requests emergency services through the app.

 

The complaint lodged through the app will directly reach the relevant officials of the divisions concerned and the action taken can be relayed online, thus fast tracking the entire process of registration and redressal of grievances.

Passengers can register their grievances simply by keying in their PNRs and they will receive a complaint ID through SMS at the time of registration. This will be followed by personalised SMS regarding the action taken by the department concerned.

The app would also display total monthly complaints received and resolved by the Indian Railways and show ranking of top five and bottom five railway stations and Rajdhani, Shatabdi trains of each zone in terms of faster complaint resolutions to encourage transparency and accountability.

Commuters will also be able to track the status of their complaints and be notified about any action taken in the case. The proposed app would integrate all passenger grievance and redressal mechanisms in the railways.

As of now, the Railways have 14 channels through which passengers can register their grievances. Each has its own response time and even standards of response. While some are active, others are not. They have one transparent, standardised grievance redressal process.

The launch of the new app will not confine the complaints coming in through social media. The railway has kept that option open for the passengers. By launching this app people can register their complaints easily and the service can be done at a faster pace. This will also represent a holistic picture of weak, deficient areas and will enable focused corrective action by officials concerned.