Railway Accounts Department Examinations

Showing posts with label Rail Madad. Show all posts
Showing posts with label Rail Madad. Show all posts

Wednesday, September 13, 2023

Rail Madad - 139

  


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: 


  1. Single portal for grievance, inquiry, and assistance 

  2. Can give suggestions 

  3. Ease of Access - through 139, Web, App, SMS, Social Media, and Manual Dak 

  4. One Number 139 subsumes 15 helplines 

  5. Basic Phone users (Non-Smart) can call 139 to talk to call centre executives directly 

  6. IVRS - Inter-Active Voice Response facility - available in 15 languages 

  7. Accountability - Every complaint generates a unique CRN - Complaint Reference Number.  One can track using CRN. 

  8. After the closure of the Complaint, the customer gets an SMS with a link to give feedback on the quality of redressal. 

 

 

  • Main Features:  


  1. Train Complaint 

  2. Station Complaint 

  3. Freight Business - FOIS

  4. Parcel Services 

  5. Track Complaint 

  6. Suggestions

  7. Rail Anubhav (Experience)

 

  • Other features:  


  1. Ticket Booking - IRCTC 

  2. Train Enquiry - NTES 

  3. Reservation Enquiry  - PRS

  4. Retiring Room Booking - IRCTC Tourism 

  5. Indian Railways - General Website

  6. UTS Ticketing - Unreserved Ticketing System

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