How to Register Complaints With Indian Railways?

In India, railways perform a huge role in transport. Indian Railways has a total track length of 65,000 kilometres, making it the world's fourth longest railway network. Some trains are long routes, and some are short routes. Long route passengers spend more than 2-3 days inside the trains. That’s why the governor always provides more and more facilities for long route trains. Indian Railways improves passenger convenience by introducing new features such as passenger pricing, freight rate adjustments, passenger amenities, passenger safety, and fast ticket purchasing every year. 

However, some passengers are unhappy with the service provided by Indian Railways. They are faced with several issues in this position. Passengers often encounter unclean stations, poor food quality, delayed train arrivals, theft, and a range of other unexpected events. Alternatively, if you have an issue, you can file a complaint. Many passengers are uncertain how to register their complaints with the railways in such a situation. Don't be worried if you are unfamiliar with the train's complaint. In this article, we'll go through all of the different methods to complain in railways.

The Single Helpline Number of Indian Railways

If you travel by rail and find it difficult to remember different phone numbers or helplines for various Indian Railways services, there is good news for you in 2020. All of the Indian Railways' helpline numbers have been merged into 139. This will contribute to providing information to passengers and quickly resolving their complaints while on the train. This information was released by the railway in a statement. All old helpline numbers will be replaced with the Indian Railways' new helpline number 139. (except 182). According to the railway, this number is available 24 hours a day, seven days a week – not only during the journey but also before it, if any problems arise while travelling by rail. This number can help you find a solution to your problem.

How to Get Help From 139 Railway Enquiry 3 Digit Numbers?

• You must dial 139 if you require any assistance from the railway. 

• If you need medical or security assistance while on a moving train or station, then press 1.

• You must press 2, if you have a train-related question.

• Your food-related concerns can be resolved if you press 3 after making 139 calls.

• You must press 4 if you wish to hear common railway complaints.

• You must dial 5 for information or complaints on railway vigilance.

• In the event of a train accident, press 6 for any inquiries.

• If you have already complained about the railways and would like to learn more about the action taken, dial 9 after dialling 139, press * (Star) to speak with a call centre representative.

How to Complain About The Rail Madad Mobile Application?

The Rail Madad app was created by the Ministry of Railways in response to passenger complaints. This software will help you find a solution to your problem no matter where you are. Not only that, but you can now get any form of assistance and file a complaint about a train delay while on the train with just one click. Simply download the ‘Rail Madad' app from the Ministry of Railways to your mobile device. A message will be sent to you with details about the solution. It was developed by the Railway Ministry to instil passenger confidence in the trains and to clamp down on officers. 

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Image of Rail Madad application portal.

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Image of dial rail madad portal.

Passengers' complaints will be resolved in this way through the Rail Madad app.

Northern Railway is the company that created the smartphone app. This software will keep track of all passenger complaints and offer them regular updates on the status of their complaints. The passenger will receive the complaint number via SMS shortly after completing the registration process. After that, information on the railway's action will be sent by SMS. The complaints received from multiple sources will be gathered in one place for monitoring at various levels of senior management, including each department, division, and field unit. This system will identify systemic flaws as well as poor stations and trains and will help in taking corrective action.

Complain Through Twitter Application to Indian Railways 

Any emergency, failure, or insecurity during travel can be tweeted to @RailMinIndia on Twitter. Railways have also changed their protocol for responding to passenger tweets about difficulties or inconveniences while on the train. As soon as a complaint is tweeted to the Railway Minister or DRM ID, the passenger's mobile number will be requested for registration on the Rail Madad app. Following that, the responsible department must take appropriate action on time. On the Rail Madad app, passengers will be able to witness the process of diagnosing their complaints. If the Railway Ministry changes this system, there will be no need to forward tweet messages to departments, and the passenger problem would be resolved immediately. 

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Image of Indian Railway’s Twitter portal.

Suresh Prabhu, the then-Railway Minister, is credited for establishing the Twitter complaint system. Passengers can then tweet if there is a problem with the train that is currently running. Following the modification in this system, the DRM Office Grievance Cell registers the complaint by taking the passenger's mobile number to the train help desk. After being automatically routed to the appropriate department, the problem is diagnosed right away. If a passenger complains on Twitter about a lack of water in the coach, the issue will be transmitted to the Mechanical Department after the passenger has registered for the rail help desk.

WEB-Based Complaint About Indian Railways

You can make a direct complaint to Indian Railways using your mobile, laptop, or tablet's browser. To begin, go to https://railmadad.indianrailways.gov.in/madad/final/home.jsp on the Indian Railways website. You can offer ideas and file complaints through this portal. You can file a complaint or make comments to the Ministry of Railways. To do so, you'll need to fill out an online form with information about the complaint, including the date of the incident, the employee's name, the location of the incident, and so on. In the form, you must provide personal information such as names, phone numbers, e-mail addresses, etc. You can write a detailed complaint in it.

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Image of the railway complaint online form.

• Staff Maintenance/Cleanliness of Coaches

• Malfunctioning of electrical equipment

• Non-Availability of Water

• Passenger Booking

• Punctuality of Train

• Allotment of seat berth by train staff.

• Bedroll complaint

• Bribery and Corruption

• Booking of Luggage/Parcels

• Cleanliness at Station

• Catering and Vending Service

• Improper Behaviour of Commercial Staff (I)

• Improper Behaviour of Commercial Staff (II)

• Improper Behaviour of Non-Railway

• Refund of Tickets

• Reservation Issues Improper guidance

• Thefts/Pilferage

Indian railway Link-Based Complaint

For submitting the complaint and suggestion related to the Indian railways, click on the link given.

Step 1. http://www.coms.indianrailways.gov.in/

1. On this platform, you can file a complaint about;

2. Dirty railway station

3. Unlearned train compartment and washroom

4. Railway officials have demanded bribes.

5. Food was of poor quality, and electrical equipment was broken. 

6. Train workers misbehaved, and there was no water in the train or station.

7. In the compartment, there have been theft incidents.

8. Not getting a refund after a ticket cancellation.

9. There will be no refund of money if a train is cancelled.

10. If your seat has been confirmed, but TTE has yet to allocate you a seat.

Step 2: Fill the online form to file a complaint with the railway (as shown below).

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Image of the railway complaint online form.

• Fill this form properly and then click on the submit button.

• After clicking on the submit button, you will receive a confirmation message from the Indian railway.

• Keep that message as a ticket for your complaint.

• If you want to check your complaint current status then again click on the above link and put the required information.

Indian Railways has a total track length of 65,000 kilometres. All old helpline numbers will be replaced with the Indian Railways' new number 139. This number is available 24 hours a day, seven days a week if any problems arise while travelling by rail. The Rail Madad app was created by the Ministry of Railways in response to passenger complaints. Also, we have Indian Railway’s Twitter ID @RailMinIndia for complaint issues.