feedback-Indian railways

Government Awareness

Good To Know : How To Register Complaints With Indian Railways ?

Pavan Manikanta Kumar

September 19th, 2016

SHARES

Over the years, Indian Railways have focused on the improvement in multiple aspects of the introduction of new trains, change in passenger fares and freight rates, passenger amenities, passenger safety and management of railway’s assets and infrastructure. Despite all, passengers often have to go through unpredictable experiences such as uncleaned stations, mediocre food quality, train delays, thefts, and many others. To address similar or related issues, our govt. offers different channels of registering passengers complaints, from all-India helpline no. to social media assistance.

Railway officials cannot monitor every aspect of our train journey. So the onus lies on the passenger to give feedback through proper channels than to criticize officials when something goes wrong but we never think that registering complaints makes a difference.

Passengers feedback can help the railways in getting better data insights to introspect on the quality of the  railway services provided to the passengers. Feedback not only helps the railways to diagnose what are the problems but also helps to point the way towards what could improve customer satisfaction and loyalty.

METHOD 1

Web Based Complaint

Step 1 : Visit http://www.coms.indianrailways.gov.in/

In this portal you can give suggestions and register complaints.

Complaints can be filed on

  • Allotment of seat berth by train staff.
  • Bedroll complain
  • Bribery and Corruption
  • Booking of Luggage/Parcels
  • Cleanliness at Station
  • Catering and Vending Service
  • Improper Behavior of Commercial Staff (I)
  • Improper Behavior of Commercial Staff (II)
  • Improper Behavior of Non-Railway
  • Staff Maintenance/Cleanliness of Coaches
  • Malfunctioning of electrical Equipment
  • Non Availability of Water
  • Passenger Booking
  • Punctuality of Train
  • Refund of Tickets
  • Reservation Issues Improper guidance
  • Thefts/Pilferage

Step 2: Fill up the following form online (as shown below) to register your complaint with Railways.

Railway complaint Description-1

Railway complaint Description-2


Step 3: To know the current status for your complaint, the portal also provides a tracking system in order to ensure that the action is taken on the complaint.

Track Web Based Complaint and Suggestion

Railway complaint - Online Tracking

METHOD 2

Complaint Through SMS, Call and Twitter handle:

Railways have introduced different phone numbers for complaints and security issues. They have presence on social media also.

  • One can register complaints or suggestions directly by calling 138.
  • If there are any security issues you need to call for 182.
  • You can also send complaints by SMS to +919717680982.
  • Any emergency, lack in service or insecurity while traveling can also be tweeted to @RailMinIndia.

Track Sms Based Complaint and Suggestion

Railway complaint - SMSTracking

METHOD 3

Complaint via Mobile App

These days every one of us carries a smartphone. Passenger can complain regarding any issue via mobile app also.

  • Currently, the mobile app is available on Android as COMS (Download here). You can register the complaint, give suggestions and feedback and also track the complaint directly via the mobile app.
  • The interesting feature is that you can also add some attachments to your complaint and this feature is also available on the web portal. For instance, if you wish to complain about the dirty coach, you can attach the snap as a proof for your complaint.

Are you being served?…begin today!


Disclaimer : *This information is subject to periodic government policy / process change. Kindly contact the concerned department to cross check for recent updates, if any.


 

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