Indian Railways has initiated major preparations to assist passengers while the train is in motion. The organization is working to expedite the resolution of complaints lodged via the ‘Rail Madad’ app. A new system is being introduced to relay passenger complaints directly to the staff deployed on the specific train, enabling quicker resolution. This new system is being integrated with the existing framework to accelerate the grievance redressal process.

According to *The Indian Express*, the new system ensures that passenger complaints reach the on-board staff directly, facilitating prompt resolution. To this end, the Railway Board has instructed all Zonal Railways to keep the details of escorting staff updated in the CMM/Rail Care system. This will allow complaints received through ‘Rail Madad’ to be routed to the relevant staff via the ‘Coach Mitra’ system.

**How ​​the new system will work**
Through the ‘Rail Madad’ facility—launched in 2019—passengers can register complaints and seek assistance via various channels, including the 139 helpline, a website, a mobile app, and SMS. Users can also provide feedback on the action taken regarding their complaints. Under the proposed system, details of the staff deployed on a specific train and coach for each trip will be recorded in the CMM/Rail Care system. Once this information is available, complaints can be forwarded to the concerned staff through ‘Coach Mitra’.

**Benefits of the new system**
Once implemented, the new system will enable on-board staff to address passenger complaints immediately, eliminating the need to wait for complaints to pass through multiple administrative levels. The Railway Board observed that under the old system, some ‘Rail Madad’ complaints failed to reach the escorting staff within the stipulated timeframe, resulting in delayed resolution. Currently, due to the lack of readily available staff details, passenger complaints are first routed to the Divisional Control, which then contacts the on-board staff, causing delays in resolving the issues. This is why every zonal railway has been instructed to update the details of its on-board train staff.

**Which employees will be included in the system?**
This new railway system will incorporate various staff members working on trains. This includes On-Board Housekeeping Service (OBHS) staff, linen distribution personnel, mechanical and electrical escorting teams, TTEs and TEs, Railway Protection Force (RPF) personnel, and IRCTC managers. This approach will enable immediate action on any passenger complaints.

**How ​​will passengers benefit?**
This proposed change by the Railways will eliminate the time wasted waiting for approvals from various quarters after a complaint is lodged. It could make the ‘Rail Madad’ service even more effective. Instead of a complaint traveling from ‘Rail Madad’ to the control office and then to the train staff, it can be routed directly to the relevant personnel via the digital system. For passengers, this means that issues regarding housekeeping, linen, electrical or mechanical faults, and other on-board grievances can be addressed rapidly while the journey is still in progress.

PC Social Media