Railways launches ‘Rail Madad’ app

The application allows a passenger to register a complaint with minimum inputs.

Railway Minister Piyush Goyal has launched ‘Rail Madad’ application to expedite and streamline passenger grievance redressal. The Railway Passenger Grievance Redressal and Management System (RPGRAMS), developed by Northern Railway (Delhi Division) comprises many novel features including ‘Rail Madad’, an official statement said.

The Rail Madad – Mobile Application for Desired Assistance During Travel, allows passengers to lodge complaints through mobile application/web platform, and enables them to check real-time feedback on the status of redressal of their complaints.

The application allows a passenger to register a complaint with minimum inputs. A unique ID is issued thereafter. It then relays the complaint online to relevant officials for immediate action. The action taken on the complaint is then relayed back to the passenger through SMS.

“RPGRAMS integrates all the passenger complaints received from multiple modes (14 offline/online modes currently) on a single platform, analyzes them holistically and generates various types of management reports which enable the top management to continuously monitor the pace of grievance redressal as well as evaluate the performance of field units/ trains/ stations on various parameters viz cleanliness, catering, amenities etc. It also identifies weak/deficient areas and laggard trains/stations for undertaking focussed corrective actions,” the statement said.

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