Chronicle Reporter, Bhopal
West Central Railway is resolving the complaints and assistance of railway passengers 24&7 on Rail Madad Portal/App.
In the war room started on 17 June, complaints received from about 15338 passengers were resolved from this app/portal till 31 October.
Senior Divisional Commercial Manager Saurabh Kataria said that from April 2023 to March 2024, Bhopal division received a total of 41,911 complaints on the said portal, which were resolved 100 percent. Now in the first half of the current financial year, from April to September, 22660 complaints were received, which were resolved within an average of 45 minutes and 100% settlement was done. At present, the average time for resolution of passenger complaints in Bhopal division is 47 minutes, which is the best under West Central Railway.
War room started in the division from June 17, so that passenger complaints can be resolved quickly. In these five months, a total of 15338 complaints were resolved from the war room, in which the percentage of excellent feedback received from passengers has been high.
He informed that to accommodate complaints and suggestions, the railways has integrated all the mediums including helpline number 139 in the Rail Madad portal and app. The complaints are resolved within the time limit and the complainant is informed and feedback is also sought from them, so that the quality of services can be improved. Various departments like Commerce, Electrical, C&W, Medical, Railway Protection Force are working together for 24-hour passenger service to resolve the complaints.
