Railway complaint- How to Lodge : 2023

Introduction

Indian Railways, with its vast network and millions of passengers, is committed to providing top-notch services. However, hitches may occur, and this is why Indian Railways has implemented multiple channels for lodging complaints whether through online platforms, social media, or traditional methods which provides  flexibility to passengers to choose the mode that best suits their preferences and urgency.

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What is lodging Railway complaint

A railway complaint refers to the formal expression of dissatisfaction or concern raised by a passenger or any stakeholder regarding the services, facilities, or conditions provided by a railway system. Lodging a railway complaint involves formally registering a grievance or expressing dissatisfaction regarding a specific issue related to railway services

These complaints can cover a wide range of issues, including but not limited to cleanliness, ticketing problems.

Types of Railway complaint 

Railways receive complaints for a variety of reasons, reflecting the diverse challenges and concerns faced by passengers. Some common reasons for lodging complaints with railways include: 

 1. Cleanliness Issues 

•  Dirty coaches or restrooms. 
•  Lack of proper waste disposal facilities. 

 2. Punctuality and Delays 

• Train delays and disruptions. 
• Inaccurate or lack of information about train schedules. 

 3.Ticketing Problems 

•  Issues with online ticket booking platforms. 
•  Ticket pricing discrepancies. 
•  Complications during the reservation process. 

 4.Staff Behaviour

•  Rude or unhelpful behaviour of railway staff. 
•  Inadequate assistance to passengers with special needs. 

 5.Infrastructure Concerns: 

•  Poor condition of railway stations. 
•  Inadequate facilities for passengers, such as seating and waiting areas.

 6.Hygiene and Sanitation

•  Lack of proper sanitation facilities at railway stations. 
•  Inadequate cleanliness in food stalls and dining areas. 

 7.Security Concerns

•  Perceived or actual security issues on trains or at stations. 

 8.Accessibility Issues 

•  Problems faced by passengers with disabilities in accessing services. 

 9.Communication Problems 

•  Ineffective communication during emergencies or disruptions. 

 10.Unavailability of Amenities

•  Lack of essential amenities such as water, Wi-Fi, or charging points. 

 12.Overcrowding

•  - Overcrowded trains or inadequate seating arrangements. 

 13.Quality of Services

•  - Poor quality of food and beverages provided on trains. 

 14.Refund Issues

•  Problems related to the refund process for canceled tickets. 

 15.Parcel

•  Problems related to parcel not received. 

 16.Theft or Loss of items

•  Problems related to Luggage or any belongings 

Modes of Lodging complaint

Indian Railway has implemented various modes are available for passengers to lodge complaints. Here's a comprehensive guide to the different modes through which you can register a complaint with Indian Railways.

1. Online Complaints:

• RailMadad App: The RailMadad app, available for both Android and iOS users, offers a convenient way to register complaints on the go. The app's user-friendly interface ensures a hassle-free complaint lodging experience. 
• Umang App: UMANG (Unified Mobile Application for New-age Governance) app, which provides a seamless interface for various government services, including lodging complaints. If you've encountered cleanliness issues during your train journey and want to file a complaint, here's a step-by-step guide on how to do it through the UMANG app

            1. Download and Install UMANG App from Play Store & App Store 
            2. Create and Verify Your Account through mobile number
            3. Navigate to 'Indian Railways' Services 
            4. Select 'Lodge Cleaning Complaint' Within the 'Indian Railways' section, 
            5. Fill in the Complaint Form 
            6. Attach Supporting Documents and Submit. 
            7. Track Your Complaint Status UMANG app 

2.Offline Complaints:

• Railway Customer Care: - Passengers can reach out to railway customer care 24 x 7 through phone calls by using following numbers. 

             1. Dial 139 for all type of complaint
             2. Dial 182 for security related complaint.         

• In-Person Complaint Lodging: - For a more personal approach, passengers can follow the following methods to lodge complaints / grievances which  require immediate attention. 

           1. During Journey - Ask Train captain / TTE/Train superintendent to give complaint book.
           2. Passenger can ask station Manager / Station master of any station to give complaint book.

           3. Passenger can visit commercial department of DRM office and can lodge complaint.

3.Social Media Platforms: 

• Twitter: Passengers can use Twitter to directly communicate their complaints to Indian Railways. By tagging official handles such as @RailMinIndia and @RailwaySeva, passengers can raise awareness about their concerns and potentially receive a prompt response. 
• Facebook: Posting detailed complaints on the official Indian Railways Facebook page is another effective way to voice concerns. Tagging the official page and using relevant hashtags can enhance the visibility of the complaint. 
• Koo: Passengers can also use Koo to directly communicate their complaints to Indian Railways. By tagging official handles such as @RailMinIndia.

4. Feedback Forms:

• During Journey: On board cleaning staff after performing routine activity collects the feedback from passengers of each coach. Passenger can rate their services for improvement.
• Station Feedback Forms: Many railway stations  provide physical feedback forms. Passengers can fill out these forms to register complaints and provide feedback on their travel experience. 

5.Email Complaints:

• Official Email Addresses: Passengers can draft detailed emails explaining their concerns and send them to the specified email addresses like if they catch the train to their starting station zonal railway/ division or destination zonal railway / division. For example, if person travels from New Delhi to Ranchi and find any difficulties may lodge complaint through email to Assistant Secy. /public Grievance i.e ASPG aspg.grc@ser.railnet.gov.in. Similarly, passenger can find ASPG of respective zone from zonal website and can lodge grievance.

6. SMS Complaints: 

• Railway SMS Services: - Some railways offer SMS services for lodging complaints. Passengers can send a text message with the necessary details to the designated number to register their complaint. Numbers are displayed inside the coach or available on bedroll packets.

Tracking Complaints 

Once a online complaint is lodged, passengers receive a link by which one can track its status and give feedback about the services properly delivered or simply token is closed. Also passenger can rate the services in the scale of Excellent , satisfactory and Good and Unsatisfactory based on his experience.

 FAQs 

 Q. How long does it take for Indian Railways to resolve a complaint?

A.The resolution time varies, but you can track the status of your complaint for updates. 

Q. Can I file a complaint anonymously?

A.While it's recommended to provide contact details for follow-ups, you can express privacy concerns when filing. 

Q. What happens if my complaint is not resolved satisfactorily?

A.If you're dissatisfied, you can escalate the issue through higher authorities or regulatory bodies. 

Q. Are there specific types of issues that Indian Railways prioritises?

A.All issues are treated seriously, but safety and essential service-related matters are given top priority. 

Q.Is there a limit to the number of complaints one can file?

A.There's no specific limit. Passengers are encouraged to report genuine concerns as needed.