East Coast Railways’ Rail Madad (helpline) portal has demonstrated exceptional performance in handling passenger grievances and has emerged at the top among the 17 Railway Zones by scoring 70.06 in the performance report of the first four months till 31 July in the current financial year 2025-26.
Photo: ECoR (Official Website)
East Coast Railways’ Rail Madad (helpline) portal has demonstrated exceptional performance in handling passenger grievances and has emerged at the top among the 17 Railway Zones by scoring 70.06 in the performance report of the first four months till 31 July in the current financial year 2025-26.
Rail Madad (railmadad.indianrailways.gov.in), the integrated grievance redressal platform for all categories of railway customers (passengers, freight, and parcel), has played a crucial role in enhancing passenger satisfaction and improving the overall travel experience.
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The portal, accessible through various channels like the Rail Madad Helpline (139), website, mobile app (both Android and iOS), provides a convenient and efficient way for passengers to register complaints and seek assistance, informed the ECoR officials.
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The average disposal time for complaints in the current financial year is reduced to 26 minutes from 1 hour 12 minutes as compared with the last year’s corresponding period.
Besides, the average pendency time for complaints in the current fiscal is reduced to 0:16 minutes from 0:28 minutes as compared with the last year’s corresponding period.
In the current fiscal year, ECoR received 35507 complaints through Rail Madad which were attended quickly and swiftly. 77.77% of the total feedback received is excellent and satisfactory which is an increase of 13% over the corresponding period of last year. This indicates a positive trend in grievance resolution, they added.
Rail Madad’s integration with other platforms like X (formerly twitter), Facebook and 139, allows for real-time data gathering, further aiding in quick complaint resolution.
The effectiveness of Rail Madad has led to a renewed sense of trust among passengers in the railway’s grievance redressal system. By providing a streamlined and efficient process for addressing complaints, Rail Madad helps to minimize inconvenience during train journeys or while on railway premises, ECoR officials concluded.
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