Indian railways is one of the major mode of transport that holds the backbone of India’s transportation needs and runs across millions of passengers every day. However, problems such as delay, contaminated interiors, overcharging, or even rude behavior of the staff can influence your travelling process. Fortunately, Indian Railways has ensured that passengers have many platforms to register their complaints. In this article, I am going to explain you about how to complain about train-related problems in order to ensure that your complaint gets the deserved attention.
Types of Train-Related Issues You Can Complain About
Before diving into how to lodge a complaint, it’s important to know the various types of issues passengers commonly face while traveling by Indian Railways:
Precisely, one of the most widespread issues affecting passengers in their interaction with service providers. With uncertainties arising from change of plans, it becomes extremely risky to have an event that may cause changes to be announced on the microfullname resulting in changes in travel plans.
- Train Delays: Precisely, one of the most widespread issues affecting passengers in their interaction with service providers. With uncertainties arising from change of plans, it becomes extremely risky to have an event that may cause changes to be announced on the microfullname resulting in changes in travel plans.
- Hygiene and Cleanliness: Dirty coaches, unclean washrooms, and poor hygiene can turn any journey into a nightmare.
- Overcharging or Fraudulent Activities: This can happen with unauthorized vendors, ticket inspectors, or even while booking tickets online.
- Rude or Unhelpful Staff: Sometimes passengers face rude behavior from railway staff, which can dampen the travel experience.
- Safety and Security Concerns: Issues like harassment, theft, or even general safety during train journeys can be a significant concern.
- Technical Issues: Problems with train services like non-functional air conditioners, broken seats, or faulty charging points.
- Catering Services: Complaints can also be raised if the food served on trains is of poor quality or if there is overpricing by vendors.
Channels for Registering Complaints with Indian Railways
Indian Railways offers multiple avenues through which passengers can file complaints. Here’s a comprehensive guide to each of these channels:
1. Rail Madad (Online Portal and App)
Rail Madad (Railway Passenger Grievance Redressal and Management System) is among the most effective and user-friendly complaint processing centers. It gives a simple means of registering your complaints and follow the progress of their disposition.
- How to Use the Portal/App:
- Visit the Rail Madad website or download the Rail Madad app from Google Play or Apple App Store.
- Register using your mobile number and basic details.
- Once registered, you can select the category of your complaint, such as cleanliness, punctuality, or staff behavior, and describe the issue in detail.
- You can upload photos if necessary for better clarity.
- Submit the complaint, and you will receive a reference number that allows you to track the status.
The app also provides real-time updates on complaint resolutions, making it a hassle-free and efficient option.
2. Social Media (Twitter and Facebook)
Probably the most effective channels for immediate response from Indian Railways are social networks, primarily the Twetter. Public complaints through the official railway handles are acted upon swiftly because of the visibility of the channel.
- How to File a Complaint on Twitter:
- Compose a tweet tagging the official Twitter handle of Indian Railways (@RailMinIndia), your respective train zone (such as @WesternRly for Western Railway), or the Ministry of Railways (@RailMinIndia).
- Provide necessary details like your PNR number, train number, and nature of the problem.
- Keep your tweet polite yet detailed, as this will increase the chances of getting a quicker response.
Indian Railways has a responsive social media team, and most complaints on Twitter are acknowledged within minutes or hours.
3. Customer Care Helpline Numbers
There is a Round the clock toll free number for any kind of complications or queries on railways i.e. 139. Pertaining to your train status, refund related problems or on train issues, the toll-free number is available always.
- How to Use Helpline 139:
- Dial 139 from your mobile phone.
- Choose the appropriate option from the IVR menu that matches your issue.
- You may be required to provide details like your train number, PNR, and specific concerns.
Helpline 139 is available 24/7, making it convenient for passengers to lodge complaints even during odd hours.
4. SMS-Based Complaints
Indian Railways also offers an SMS service for lodging complaints. This is particularly useful for those who don’t have access to smartphones or the internet.
- How to File a Complaint via SMS:
- Send your complaint as a message to 9717630982.
- Mention key details like train number, PNR number, and the nature of your complaint.
This service is quite straightforward and ensures that even in remote areas with poor internet connectivity, complaints can still be registered.
5. Complaints via Email
For more detailed complaints that require longer explanations or attachments (like photos or documents), sending an email is a good option.
- Where to Send Your Complaint:
- You can send your email to complain@rb.railnet.gov.in or cpgrams-darpg@nic.in for grievances related to Indian Railways.
Make sure to include all relevant details such as your name, PNR number, train number, and a thorough description of the issue you’re facing.
6. Station Complaint Book
The rules require each Railway Station to have a physical complaint book placed at the station master.” On the last page, people who are annoyed can write down the story or the problem, and the authorities are required to respond to it.
- How to Use the Station Complaint Book:
- Visit the station master’s office and request the complaint book.
- Write down your issue in detail.
- Keep a copy or note of your complaint for future reference.
Though this method is traditional, it ensures that your issue is officially recorded at the station level.
7. Passenger Facilitation Centers
Most big railway stations usually have passenger facilities which include facilities that allow passengers to talk to the railways authorities concerning their complaints. Some of these centres can tell you how to go about your complaint and can offer an immediate assistance if required.
What Happens After You Lodge a Complaint?
Once you record your complaint through any of the above mentioned methods, you will get an acknowledgment in your email or through an SMS or on the platform in which you lodged the complaint for instance, through Twitter or the Rail Madad app. Normally the Indian Railways try to address complaints in a certain number of hours, depending on the complaint type.
- For minor issues like cleanliness, the resolution may happen on the same day.
- For more complex grievances like ticket refunds or technical issues, the resolution might take a few days.
Conclusion
It must be understood that travelling in Indian Railways can be a very pleasant indeed but there might be some glitches sometimes. Fortunately, for Indian Railways, we have come across several ways of lodging our grievances and registering our complaints. An important part to make yourself heard is ‘timeliness’ as you can either use the twentyfourtyour world’s famous twitter or send a legal and official mail. Thus, you guarantee that the concerned complaints are going to be registered properly and the problem will be solved in the shortest time possible. Safe travels!