A dirty coach, poor-quality food or a malfunctioning air conditioner can quickly turn a train journey uncomfortable. But passengers do not have to wait until they reach their destination to report such problems. Indian Railways provides multiple channels through which complaints can be registered during or even after a journey.
RailMadad offers online complaint option
One of the simplest ways to raise an issue is through RailMadad. Passengers can visit the RailMadad website and select the ‘Train Complaints’ section before entering details of the problem.
The RailMadad service is also available through an app, which is now accessible within the RailOne app for mobile users.
Complaints can cover a range of issues, including coach cleanliness, food and water, maintenance problems, air-conditioning failures and staff behaviour.
No internet? Call or SMS 139
Passengers without internet access can also seek assistance through other channels.
An SMS can be sent to 139 by starting the message with ‘MADAD’ and then describing the problem. Passengers can also call 139 directly to register a complaint or seek assistance.
The helpline can be particularly useful when passengers need help with safety or medical emergencies during a journey.
Keep these details ready
Providing accurate journey information can help the railway authorities identify the train and coach involved and route the complaint to the appropriate team.
For reserved tickets, passengers should keep their PNR number handy. Those travelling on unreserved tickets can provide their UTS number. Train number, coach number and seat number should also be included wherever applicable.
According to the available RailMadad guidelines, more than 30 categories of complaints can be reported. Passengers can also submit complaints after completing their journey.
For PNR-based complaints, the available guidelines state that complaints must be filed within five days of boarding.
Passengers should check official Indian Railways channels for the latest rules and procedures, as complaint categories, services and response times may change.