GUWAHATI: Railway Minister, Piyush Goyal has launched a mobile app, ‘Rail MADAD’ in keeping with the digital initiatives of the Government of India. This app will help streamline the passenger grievance redressal system in the Indian Railway system.
‘MADAD’ is an acronym which stands for Mobile Application for Desired Assistance During travel. This application will help digitize the entire complaint management system. Through this app, passengers will be able to easily register their complaints through mobile phones or the web. Complaints registered online can be registered through railmadad.in. This new service will also provide real-time feedback to passengers on the status of complaints.
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When passengers will register a complaint on this app, they will get an instant ID through SMS, followed by another message that will let them know of the action being taken by the Railway authorities. Passengers can also use the medical helpline, child helpline, women’s helpline and other helplines provided on the app. The app also allows people to upload their photos while registering complaints.
When complaints are registered, they are sent to relevant field officers for immediate action. To make sure that all kinds of common complaints are covered, 20 complaints types for “Register my complaint for station” and 15 for “Register my complaint for train” are being made available apart from directly calling the facility. Each type of complaint also has a sub-complaint option which has to be selected by the passenger.