👥Salient features of Rail Madad application

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Rail MADAD registers a complaint with minimum inputs from passenger(option of photo also available), issues unique ID instantly and relays the complaint online to relevant field officials for immediate action. The  action taken on complaint is also relayed to passenger through SMS, thus fast tracking the entire process of redressal of complaints through digitisation.

The app also displays various helpline numbers (e.g., Security, Child helpline etc) and provides direct calling facility for immediate assistance in one easy step.

All modes of  filing complaints including offline and online modes are being integrated on a single platform, therefore the resultant management reports present a holistic picture of weak/deficient areas and  enable focused corrective action by officials concerned.

The data analysis would also generate trends on various performance parameters of a selected train/station like cleanliness, amenities etc thus making managerial decision more precise and effective.

Hierarchy based dashboard/reports will be available for management at Division /Zonal/Railway board level and sent through auto email to every concerned officer weekly.

Moving towards providing a full Digital India experience to travellers, Indian Railways has introduced Rail Madad Portal. It is  a one point solution for its passengers. Rail Madad has won silver prize in "Excellence in providing citizen centric delivery" category at the "23rd National Conference on E-Governance". Basically, 'Rail Madad' is an easy solution to all your complaints. Commuters can lodge their complaints through Mobile App. This application also enables commuters to check real-time feedback status of complaints.

👥Here are top things to know about Rail Madad app of Indian Railways:-

-Ease of travel: Single portal for grievance, inquiry, assistance; For all Railway customers - passengers, freight, parcel

- Digital India: Linked with NTES, PRS, UTS & ICMS

- Easy to access: Simple phone; 12 languages

- Ease of registering complaints: Minimum inputs, simplified categories

- Redressal on fast forward: Alert directly to field unit

- Accountability: Unique CRN, status check, feedback

- One stop solution for complaints and grievances

- Train complaint

- Station complaint

- Track your complaint

Earlier, the Indian Railways, which had taken up the task of modernising over 400 railway stations across the country, on Thursday showed glimpses of 14 stations where revamp work has been completed. In a tweet, the Ministry of Railways said, "Indian Railways constantly strives to provide modern facilities and comfortable travel to its passengers. For this, the work of redevelopment and rejuvenation of railway stations across the country is going on rapidly."

The ministry also attached a 2.21-minute long video clip to highlight the works of modernisation across its network, showing the modern amenities in 14 railway stations.

Indian Railways has been working on beautification and modernisation of railway stations for the past couple of years. From constructing foot-over-bridges to installing lifts and escalators, Railways has been working had to improvestation infrastructure.

👥 Railways has planned to modernise 400 stations across India.

Indian Railway is Asia’s largest rail network. As per rail info, almost 2.5 crore passengers travel daily around the country. There are high chances that the passenger may face problems related to station or train facilities. It won’t be possible for them to file complaints during the journey.

Therefore, Indian Railway planned to fully digitalize the complaint management system. They launched an app- “Rail Madad-A Grievance Redressal Mechanism” in 2018.

This app is a one-stop solution to address grievances and complaints. The app enables the daily travelers to lodge their complaints. They can check the complaint response on a real-time basis.

Rail Madad App

👥What is RPGRAMS?

The RPGRAMS stands for Railway Passenger Grievance Redressal and Management System. This system is developed by the Northern Railway (Delhi Division). It allows the passengers to easily register complaints via mobile app/web.

What are the crucial features of the Rail Madad app?

The crucial features of the Rail Madad app are-

Lodge complaints through four platforms of Rail Madad. These platforms are



Helpline 139 and


Track complaints on all platforms of Rail Madad.

Instantly register a complaint with a passenger’s unique ID.

Display various helpline numbers for immediate assistance.

Support attachment of documents for feedback or complaints.

Complaint should be written within 1000 characters of a word.

Use PNR or UTS number to lodge complaints. The PNR can be used within 5 days after boarding time.

Hierarchy based reports will be available for the manager. It will be at Zonal/Division/Railway board level.

No changes can be made to the complaint once submitted by the complainant.

Note: There are in total 14 online and offline modes to file a complaint. These modes are integrated in one single platform.

👥complaint on the Rail Madad

The method to register a complaint on the Rail Madad app is-

Install or download the app from the iOS Store or Play Store.

Make registration on the app.

Fill up the name and mobile number box and tap on the “Get OTP”.

Authenticate the OTP and tap on “Register”.

The app gets started.

Click on “Register My Complaint For Train”, if you want to make a complaint regarding train issues.

Click on “Register My Complaint For Station”, if you want to make a complaint regarding station issues”.

The process to file a complaint on the Rail Madad via SMS is-

Put 139 on the space given next to “TO”.

On the text body write “MADAD” SPACE “COMPLAINT”.

Click on the send button.

The process to file a complaint on the Rail Madad via web is-

Visit the official website of RailMadad.

Login as a Guest user or create a new account.

Enter OTP obtained on your mobile phone.

Submit a complaint as per your preference.

Note: The Rail Madad app displays Railway helpline numbers. They are as follows-

 Railway helpline numbers


Rail Madad app is a grievance solution app. The Ministry of Railway sets up this app for the passengers to take desired assistance during travel. They can lodge complaints and check the real-time status of complaints.


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