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New Delhi : RailMadad, the grievance redressal portal of Indian Railways, has been awarded Silver under Category II of National e-Governance Awards – “Excellence in providing Citizen-centric Delivery”.
This award was conferred during the 23rd National Conference on e-Governance held in Mumbai on February 7 & 8, 2020. To recognise and promote excellence in implementation of e-Governance initiatives, the Department of Administrative Reforms and Public Grievances (DARPG) presents National e-Governance Awards every year. DARPG received more than 500 nominations of which 20 projects were selected for e-Governance Awards in six categories.
RailMadad portal can be accessed by Railways customers using RailMadad Helpline 139 (with IVRS, voice and SMS facility), RailMadad website: railmadad.indianrailways.gov.in & RailMadad App (on android & iOS).
RailMadad adds to ‘ease of living’ of Railway customers in the following ways: RailMadad is now the single portal for grievance, inquiry and assistance, for all railway customers – passenger, freight & parcel. Customers can also give their suggestions on RailMadad ; Customers can access RailMadad through RailMadad no. 139, Web, App, SMS, Social media & Manual Dak. RailMadad no. 139 itself subsumes over 15 Helplines, thereby giving the customers the comfort of a single Helplines for all needs. Non-smart phone users can call 139 * to talk to call centre executives directly, who guides him/her in lodging grievance. It is also possible to lodge a complaint through IVRS (Interactive Voice Response System). This facility is available in 12 languages, according to a PIB release..
RailMadad is linked with Railways’ existing ticketing systems like PRS & NTES. Hence journey details of passengers are automatically fetched when passenger enters PNR details, making complaint registration process simpler and easy. RailMadad is linked with NTES. So, complaint goes automatically to the field unit concerned, which accelerates grievance redressal. For every registered grievance, the complainant gets a unique CRN (complaint reference number), using which one can check the status of one’s grievance. After closure of complaint, customer gets an sms with a link to give his feedback on the quality of redressal.