Eastern Railway takes pride in announcing the exceptional performance of its RailMadad wing, a dedicated unit committed to efficiently resolving passenger grievances. The period from April 2023 to December 2023 has seen remarkable achievements, with an average complaint resolution time of 41 minutes and an impressive disposal rate of nearly 99.98%.
Diverse Complaint Categories: The RailMadad platform has proven itself by addressing a broad spectrum of passenger concerns, ranging from issues related to late train running and toilet conditions to water supply, luggage theft, medical assistance, Divyagan facility, UTS recharge wallet, online ticketing, ATVM machine, parcel facilitation, food quality and quantity, and unauthorized persons in SLR.
Swift Response Time: A key highlight is the First Response Time (FRT), recorded at just 8 minutes. This demonstrates Eastern Railway’s efficiency in handling medical and security assistance during emergencies, contributing to a sense of security among passengers.
RailMadad Success Stories: In the fiscal year 2022-23, the RailMadad wing successfully disposed of 90963 complaints, showcasing a commitment to an enhanced passenger experience and a testament to the effectiveness of the grievance redressal system.
Active Liaison with Field Officials: Eastern Railway’s RailMadad wing collaborates seamlessly with field officials, including the Railway Protection Force (RPF), NR Cell, Ticket Examiner (TTE), and Train Batch Incharge. This ensures a coordinated effort to address passenger concerns and uphold safety standards during their journey.
Passenger Faith Restoration: Efforts to create awareness about RailMadad among passengers have resulted in faster and satisfactory grievance resolution. This has played a pivotal role in reinstating passengers’ faith in the redressal system, fostering a positive relationship between Eastern Railway and its commuters.
RailMadad Application: The RailMadad application serves as a user-friendly platform for passengers to lodge complaints or provide suggestions easily. The application also enables users to track live status updates, covering security and medical assistance, train-related inquiries, catering, vigilance, and general nature complaints.
RailMadad Electronic Reach: Complementing the application, the RailMadad website, RailMadad helpline 139, and RailMadad App provide passengers with additional channels to access various services and track complaint statuses conveniently.
Shri Kausik Mitra, Chief Public Relations Officer of Eastern Railway, affirmed, “Eastern Railway remains committed to providing a seamless and enjoyable journey for passengers through the continuous improvement of its grievance redressal system. RailMadad stands as a testament to Eastern Railway’s dedication to passenger satisfaction.”
The success of the RailMadad wing underscores Eastern Railway’s commitment to ensuring a positive and trouble-free travel experience for its passengers, setting a benchmark for other railway networks to emulate.
