Indian Railways customer grievance portal ‘RailMadad’ gets DARPG e-Governance Award

New Delhi: RailMadad, the grievance redressal portal of Indian Railways, has been awarded Silver under Category II of the National e-Governance Awards – ‘Excellence in providing Citizen-centric Delivery.’ This award was conferred during the 23rd National Conference on e-Governance which was held in Mumbai on 7 & 8 February. To recognize and promote excellence in the implementation of e-Governance initiatives, the Department of Administrative Reforms and Public Grievances (DARPG) presents National e-Governance Awards every year. DARPG reportedly received more than 500 nominations, out which 20 projects were selected for e-Governance Awards in six categories.

The Ministry of Railways stated in a Press communication that RailMadad is now the single portal for grievance, inquiry, and assistance for all railway customers – passenger, freight, and parcel. Customers can also give their suggestions on RailMadad.

The RailMadad portal can be accessed by Railways customers via the RailMadad helpline no. 139 (with IVRS, voice and SMS facilities), RailMadad website, and the RailMadad App (on android & iOS). The RailMadad helpline number ‘139’ is available in 12 languages.

RailMadad is linked with the Railways’ existing ticketing systems like PRS & NTES. Hence journey details of passengers are automatically fetched when passengers enter PNR details, and complaints go automatically to the concerned field unit, which accelerates grievance redressal.

For every registered grievance, the complainant gets a unique CRN (complaint reference number), using which complainants can check the status of the grievance. After closure of a complaint, the customer receives an SMS with a link to provide feedback on the quality of redressal.


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The ID Staff

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