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Indian Railways Launches Integrated Social Media Platform For Real-Time Grievance Redressal

The Logical Indian

June 16th, 2016

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With the ever increasing use of Social Media and its impact in the day to day life of public, it has become a preferred medium for people to interact with large organizations world over. In this direction Indian Railways has been successfully handling more than 7000 tweets daily of various nature (complaints/suggestions/assistance). After its immense success (more than 10 lakhs followers on Twitter), Indian Railways will now be interacting with its fans and followers on Facebook through leveraging IT for prompt and speedy resolution of
issues. The Integrated Social Media platform is made functional from 15.06.2016 for the posts received on Twitter and Facebook.

The Union Railway Minister Suresh Prabhu has launched integrated social media platform on Facebook and Twitter for real-time and faster redressal of grievance of the passengers.

According to a Times Of India report, Mr. Prabhu has invited all Facebook users to interact with them on the social media platform and contribute to improve the services of Railways.

Passengers or rail users can post their grievances, suggestions or assistance to the Facebook page of “Ministry of Railways”. A railway official told Times Of India, that a system has been installed to analyse Facebook posts and those will be forwarded internally to the concerned divisional railways manager (DRM). Based on the post, the DRM will take action. The Railway Board Level will monitor whether the DRMs have satisfactorily taken action.


The Logical Indian appreciates the initiative taken up by the Indian railways. Often we see passengers face harassments from railway staffs and co-passengers on the train. A system like these will help the passengers to make their grievances heard. We hope railway officials will be able to take necessary actions to help the passengers resolve their problems.

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