Rail Madad - 139
Madad is an Urdu word that means Help or Assistance.
One Helpline Number 139 for Security and Medical Assistance. ( 138 - travel complaints & 182 - Security complaints are merged into 139)
For Inquiry, Assistance, and Grievance Redressal.
A Mobile App and Web platform
Allows passengers to lodge complaints and get assistance during travel.
Part of the RPGRAMS - Railway Passenger Grievance Redressal And Management System.
Integrated with the NTES - National Train Enquiry System.
The app is available on Google Play Store and iOS App Store
Track the live status of the complaints
Ease of living of Railway Customers (Passengers, Freight & Parcel) in the following ways:
Single portal for grievance, inquiry, and assistance
Can give suggestions
Ease of Access - through 139, Web, App, SMS, Social Media, and Manual Dak
One Number 139 subsumes 15 helplines
Basic Phone users (Non-Smart) can call 139 to talk to call centre executives directly
IVRS - Inter-Active Voice Response facility - available in 15 languages
Accountability - Every complaint generates a unique CRN - Complaint Reference Number. One can track using CRN.
After the closure of the Complaint, the customer gets an SMS with a link to give feedback on the quality of redressal.
Freight Business - FOIS
Rail Anubhav (Experience)
Ticket Booking - IRCTC
Train Enquiry - NTES
Reservation Enquiry - PRS
Retiring Room Booking - IRCTC Tourism
Indian Railways - General Website
UTS Ticketing - Unreserved Ticketing System