Indian Railways passengers will finally be heard! To improve services of Indian Railways, Suresh Prabhu, India’s Railway minister has launched an online portal as well as an Android app to provide customers with a platform that will allow registering of their complaints and suggestions.
While this should have been done long back, it is good to see that it has now been implemented!
Infact, now every a passenger can complaint via an SMS, a phone call, a mobile app or through internet. Let us look at each in detail.
Online Complaint Registration Portal
Passengers who wish to complaint online can visit http://www.coms.indianrailways.gov.in/. Through this portal they can give suggestions, register complaints and also track the status of their complaints and suggestions.
The good thing is that complaints are available in every possible category including bedroll issues, cleanliness, improper behavior, passenger booking issues, thefts and such.
To ensure that action is taken on every complaint, the portal also has a tracking system. Once you file a complaint, you get a unique complaint number through which a passenger can track the status of their complaint.
Alternatively, the complainant will also receive a message on their registered mobile phone and via email about the action taken on the matter.
Complaint Through Mobile App
The mobile app is currently available on Android and you can download it from Google Play Store. The functionality offered by the COMS (Complaint Management System) app is exactly the same as in case of the web portal. A passenger can register complaint, give feedback and track their complaints directly through native mobile app.
One interesting feature about mobile app (as well as portal) is that you can add attachments to your complaint. So lets say you want to complaint about dirty coach, you can immediately snap a picture and attach it as a proof. This can be incredibly useful in many cases.
Note: We tried download the app, however, when we tried it gave us an error stating that “This app is incompatible with all of your devices.” The authorities need to make sure that the app is compatible with all the phones!
Complaint on SMS and Phone Call
In the recently announced Railway budget, the minister had also announced dedicated helpline for Railway customers. They can directly call 138 from their phone for any complaints or suggestions. Also, if there are any security issues, passengers have to call 182.
Alternatively Railway passengers can also complaint by sending an SMS to +919717680982
Millions of Railway passengers are going to be extremely happy with the steps taken by the Indian Railways. However, it will be important to see how fast the action is taken on the complaints raised by passengers. The last thing we need is that no one pays attention to the complaints raised, and no action is taken!
Do install the app on your smartphones and next time you travel, make sure you complaint if you see anything wrong!