For inconvenience caused while traveling in train, you can now lodge train/station complaint online through Rail Madad. Complaint can be made through IRCTC Rail Madad App/Website . This can also save more time in the complaint resolution process.
What is Rail Madad (IRCTC Rail Madad)?
“Rail Madad” mobile app is an official app of Indian Railway Catering and Tourism Corporation Limited (IRCTC). Through this app, all passengers can lodge their complaint online for train/station. RPGRAMS (Railway Passenger Grievance Redressal and Management System) has developed this mobile application to resolve passenger complaints and provide real time feedback to all passengers.
Madad means “mobile application for desired assistance during travelling”. All passengers can download this 14 MB app from Google Play Store. All passengers registering on the mobile app will get instant ID through SMS on complaint registration. This is followed by a customized SMS informing about the action taken by Indian Railways.
RPGRAMS will integrate all the complaints of passengers which are received from multiple modes (14 offline/online modes) on a single platform. Railway officials will analyze them, prepare management reports and evaluate the performance of field units/trains/stations on multiple parameters like cleanliness, catering, facilities etc.
Objective of Rail Madad (IRCTC Rail Madad)
The main objective of IRCTC Rail Madad is to provide assistance to rail passengers on various issues related to their travel. It helps passengers to lodge complaints, make enquiries, give suggestions and get emergency help.
Following are the main objectives of this portal:
- Providing ease to passengers to lodge complaints: Rail Madad portal provides passengers the facility to easily lodge their complaints online, app, SMS, or through helpline number 139.
- Quick resolution of complaints: Rail Madad portal aims to provide quick and satisfactory resolution of complaints. Complaints are immediately sent to the concerned authorities and resolved promptly.
- Providing information to passengers: Rail Madad portal provides information to passengers about trains, time tables, fares, ticket booking, stations, and other railway services.
- Helping passengers contribute to improving railway services: Rail Madad portal facilitates passengers to give suggestions to improve railway services.
- Providing emergency assistance to passengers: Rail Madad portal helps passengers to get assistance in case of emergency.
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How does Rail Madad App (IRCTC Rail Madad) work?
RPGRAMS (Railway Passenger Grievance Redressal and Management System), developed by Northern Railway (Delhi Division) and includes many new features including ‘Rail Madad’.
Rail Madad App has been developed by Northern Railway. This app helps passengers to register their train related problems and complaints.
The biggest feature of this app is that through it passengers can register their complaints very easily through mobile phone or website. After registering the complaint, the passenger is provided a unique ID through which he can monitor the status of his complaint.
Apart from this, the passenger can also send photos and videos related to his complaint, so that his problem can be assessed better. Information about the action taken by the Railway Authority on the complaint is also sent to the passenger through SMS.
Through this app, all types of complaints made by passengers are analyzed and help Railways to improve its services. The app also provides information about the security arrangements available in trains, stations and other facilities.
Thus, Rail Madad App provides a great platform for passengers where they can easily register their problems and get their solutions.
What types of complaints can be lodged on Rail Madad App/Portal
You can lodge following types of complaints on Rail Madad App/Portal:
Passengers can lodge train complaints and station complaints.
- train complaint
- station complaint
Register train related complaints
| Type of complaint | sub-type | Description |
|---|---|---|
| medical help | medical help | Absence of doctor, shortage of medicines, emergency medical aid |
| punctuality | punctuality | running late, canceling, stopping out of schedule |
| NTES app, running late | late running | Incorrect updates in app, train lagging behind real time |
| Coach – Cleaning | Toilet, Washbasin, Cockroaches/Rats, Coach Interior, Coach Exterior, Other | Dirt, lack of cleanliness, harmful organisms |
| Coach – Maintenance | Window/seat broken, window/door not closing, dripping tap/spout not working, broken/missing toilet fitting, jerks/abnormal sounds, others | Poor maintenance, lack of facilities |
| water availability | Packaged Drinking Water/Rail Neer, Toilet, Washbasin, Other | water shortage, contaminated water |
| laying out | Dirty/Torn, Overcharged, Unavailable, E-Bed Roll, Other | Problem with poor quality or availability of bedrock |
| electrical equipment | Air conditioners, fans, lights, charging points, others | problems due to equipment failure |
| Catering and Sales Services | Overcharges, Service Quality and Hygiene, Food Quality and Quantity, E-Catering, Food and Water Not Available, Others | Poor quality, overcharge, lack of service |
| Security | Molestation/molestation, theft/snatching, unauthorized travellers, refusal to lodge FIR, harassment/extortion by police personnel, others | Passenger safety issues |
| employee behavior | employee behavior | Rude behavior, discrimination, unnecessary delay, refusal to help |
| corruption/bribery | corruption/bribery | Corruption in ticket booking, taking bribe for facilities |
Register a Station Complaint
| subcategory | Description |
|---|---|
| medical help | In the absence of a doctor, emergency medical assistance is needed |
| cleanliness | Toilet, Platform, Waiting Room/Retiring Room, Station Entrance/Building, Stall |
| water availability | Drinking Water on Platform, Packaged Drinking Water/Rail Neer, Water Vending Machine, Retiring Room/Waiting Room, Toilet |
| electrical equipment | Air Conditioner, Fan, Light, Charging Point, Lift/Escalator, Display/Coach Indicator Board |
| Catering and Vending Services | Overcharged, service quality and hygiene, food quality/quantity poor, food and water not available |
| Security | Molestation/molestation, theft/snatching, nuisance, refusal to lodge FIR, harassment/extortion by police personnel |
| ticket refund | counter ticket, online ticket |
| unreserved ticketing | Mobile ticketing, overcharges, ATVM, inadequate counters, MST |
| reserved ticketing | E-ticketing, overcharges, spurious tickets, inadequate counters, touts |
| inquiry office | Wrong information, inadequate counter, PA (public announcement) system, 139 |
| luggage/parcel | Booking, Delivery, Additional Charges, Staff Not Available, Broker, Storage Charges/Wharf Charges |
| Goods | Booking, Delivery, Additional Charges, Staff Not Available, Broker, Storage Charges/Wharf Charges |
| employee behavior | rude behavior, discrimination, abusive language |
| corruption/bribery | Bribe demanded during ticket checking or for any other service |
| Various | Any other problem not included in the above categories |
Ways to lodge complaint on Rail Aid
If you face any problem during train travel, you can lodge a complaint on Rail Help. Rail Madad is an online portal and mobile app set up by Indian Railways to help passengers lodge their complaints and suggestions.
Ways to lodge complaint:
1. Register complaint through Rail Madad App:
- Download the Rail Madad app from Google Play Store or Apple App Store .
- Enter your mobile number and receive OTP.
- Enter OTP and login.
- Select “File Complaint” option.
- Select the complaint type.
- Write details of your complaint.
- Enter your journey details (like train number, PNR number, journey date).
- Attach the required documents (like ticket, PNR number, or photographs).
- Click on “Submit Complaint”.
2. Register complaint through Rail Madad Portal:
- Visit Rail Madad portal https://railmadad.indianrailways.gov.in/ .
- Select “File Complaint” option.
- Select your complaint type.
- Write the details of the complaint.
- Enter your journey details (like train number, PNR number, journey date).
- Attach the required documents (like ticket, PNR number, or photographs).
- Click on “Submit Complaint”.
3. Register complaint through helpline number :
- You can also register your complaint by calling 139.
- You will have to indicate the type of your complaint.
- You have to provide your journey details (like train number, PNR number, journey date).
- You have to provide details of the complaint.
4. File complaint through social media:
You can also register your complaint on Rail Madad’s social media accounts (Twitter, Facebook).
Register complaint by SMS
- You can lodge a complaint on RailMadad by sending SMS to 8130009809.
- In the SMS you have to write the type of your complaint, journey details (like train number, PNR number, journey date), and details of the complaint.
- SMS Format:
<Type of complaint> <Train number> <PNR number> <Journey date> <Complaint details>
Example:
The food is bad 12345 1234567890 2023-08-04 The food is bad and cold.
Things to keep in mind while filing a complaint:
- Write your complaint clearly and concisely.
- Select your journey details and complaint type correctly.
- Don’t forget to attach the required documents.
- Note down the registration number of your complaint.
- After filing a complaint, track its status regularly.
Ways to Track Complaint on Rail Help:
Portal:
- Visit Rail Madad portal https://railmadad.indianrailways.gov.in .
- Select “Track Complaint” option.
- Enter your mobile number or email address.
- Enter OTP and login.
- Click on “Track Complaint” button.
- Enter the details of your complaint (like complaint number, complaint type, journey details).
- Click on “Search” button.
- You will see the live status of your complaint.
Mobile App:
- Download Rail Madad Mobile App.
- Enter your mobile number and receive OTP.
- Enter OTP and login.
- Select “Track Complaint” option.
- Enter the details of your complaint (like complaint number, complaint type, journey details).
- Click on “Search” button.
- You will see the live status of your complaint.
Helpline Number:
- You can know the status of your complaint by calling 139.
- You need to provide details of your complaint (like complaint number, complaint type, travel details).
Also note:
- You can also track the status of your complaint through SMS.
- You can also ask the status of your complaint from the concerned railway officer.
Other useful information:
- Take care of your safety during train travel.
- Take care of your belongings.
- Before boarding the train, please show your ticket and identity card.
- Immediately report any type of harassment or crime in the train to the Railway Police.