Aiming to offer solution to complaints, Ministry of Railways has launched Rail Madad app.
The app was launched by Piyush Goyal, Minister of Railways & Coal. Indian Railways has already completely digitized the Complaint management system. The new App “Rail Madad” – An App to expedite and streamline passenger grievance redressal. RPGRAMS(Railway Passenger Grievance Redressal and Management System),which has been developed by Northern Railway (Delhi Division) and comprises many novel features including ‘Rail Madad’ – a mobile App to register complaints by passengers through mobile phone/web.
It relays real time feedback to passengers on the status of redressal of their complaints- the passenger gets an instant ID through SMS on registration of complaint followed by a customized SMS communicating the action taken thereon by Railway. 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.
Salient features of Rail Madad application include, Rail MADAD (Mobile Application for Desired Assistance During travel) registers a complaint with minimum inputs from passenger(option of photo also available), issues unique ID instantly and relays the complaint online to relevant field officials for immediate action. The action taken on complaint is also relayed to passenger through SMS, thus fast tracking the entire process of redressal of complaints through digitisation. Rail MADAD also displays various helpline numbers (e.g., Security, Child helpline etc) and provides direct calling facility for immediate assistance in one easy step.