Rail passengers upset with deficiency of services or running staff of onboard trains can now lodge their complaints through a mobile application or a dedicated web portal launched on Monday. The application and portal will be a fast and user friendly structured interface provided to register complaints on mobile phones. The facility for such a platform was announced by Railway Minister Suresh Prabhu last week in the Rail Budget 2015-16.
As per the procedure, complaints will be provided with a unique complaint ID number and the complainants can use the ID number to track progress of complaints. The complaint will be auto assigned to the concerned railway functionary for redressal. Validations for station name, train number and PNR number have been built into the application for user convenience.
Speaking at the launch of first ‘Customer Complaint Web Portal and Mobile Application’, Prabhu said that this customer complaint-cum-suggestion portal and mobile App will be very useful as one can track the status of the complaints which he or she registered on this portal with the help of mobile App. Also present on the occasion were, Chairman, Railway Board AK Mital, Board Members and other senior officials of the Indian Railways.
Prabhu said that Railways welcome suggestions from the people to further improve the passenger services. He appreciated the efforts made by Railway officials and thanked them for implementing this new customer-friendly initiative in a very short time, just three days after the announcement of the same in the Railway Budget.
The passengers who want to complain or make any suggestions may download the mobile App or directly file their complaints and suggestions on a dedicated web page (www.coms.indianrailways.gov.in). The passengers can also SMS their complaints on a mobile number (9717630982).