Indian Railways Launches Rail Madad: A Unified Customer Care Solution (How To Use?)

The customer is the king of any business. Be it a public sector company or a corporate one, customer-centricity is the mantra of the twenty-first century. Every organization is looking forward to serving customers in a better way. And our beloved Railways don’t want to be left behind in solving customer’s problems. With the same thought in mind Ministry of Railway has come up with a one-stop solution to all customer service problems.

Rail Madad is Here

Till now regular passengers of the railways had to search through a myriad of different helpline numbers to find a solution to their problems. To reduce this hassle the Indian Railways has launched an integrated one-stop solution – Rail Madad. With this, the national transporter has merged several existing helplines into a single platform for grievances.

Rail Madad can be accessed through the web, App, SMS, social media, and Helpline number (139) during the journey for expeditious resolution of complaints.

When a question was raised in Rajya Sabha, Railway minister Ashwini Vaishnaw, in a written reply said 99.93 percent of complaints received through 139 helplines were closed and 72 percent of the feedback given by complainants are ‘Excellent’ or ‘Satisfactory’ in FY 2020-21.

Progress at other fronts as well

While talking about electrification, the Railways ministry clarified that it has completed electrification of 45,881 Km. “Electrification works are under different stages of planning/execution on balance 18,808 RKM of BG routes of IR, which are being electrified expeditiously.”

The minister also notified that 1,040 Kisan Rail services operated over 72 routes across the country.

Mr. Ashwini Vaishnaw also said that potential circuits for Kisan Rail services for the movement of vegetables, fruits, and other perishable are being identified. For this ministries, departments, local bodies, and agencies, mandis, etc. are being consulted. “Up to July 30, 2021, a total of 1040 Kisan Rail services have been operated over 72 routes across the country, transporting approximately 3.38 lakh tonnes of consignment,” the minister notified.

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