Instead of relying on social media platforms like Twitter or Facebook or even helpline numbers, the Indian Railways is going to come up with a dedicated app to help travellers lodge their complaints and grievances.
The app is named as 'MADAD', short for Mobile Application for Desired Assistance During travel. It will be launched later this month. Passengers can lodge complaints about the poor quality of food or dirty toilets. Emergency services can also be availed during the travel using this app.
Once a complaint is lodged, it directly reaches the relevant officers of that division. This will allow speedy registration and redressal of the grievances. The travellers can also see the status of their complaints and track them.
"As of now, we have 14 channels through which passengers can register their grievances. Each has its own response time and even standards of response. While some are active, others are not. We wanted to have one transparent, standardised grievance redressal process. This app is likely to be launched this month," a senior official told PTI.
A complaint can be registered using the passenger's PNR number and a complaint ID generated will be sent to them through SMS. The passenger will also receive an SMS when the issue is solved.
The app will also show the number of issues solved by the Indian Railways and rank trains as well as stations in terms of efficiency in solving the complaints, in order to bring transparency and accountability.