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EASTERN RAILWAY’S RAILMADAD WING ACHIEVES REMARKABLE SUCCESS IN PASSENGER GRIEVANCE REDRESSAL
Kolkata, January 18, 2024:
Eastern Railway proudly announces the outstanding performance of its RailMadad wing in efficiently resolving passenger grievances. From April 2023 to December 2023, the average time taken to resolve RailMadad complaints is an impressive 41 minutes, with an extraordinary disposal rate of nearly 99.98%.
Key Highlights:
Diverse Complaint Categories: The RailMadad platform addresses a wide array of passenger concerns, including late train running, toilet conditions, water supply, luggage theft, medical assistance, Divyagan facility, UTS recharge wallet, online ticketing, ATVM machine, parcel facilitation, food quality, quantity, and unauthorized persons in SLR.
Swift Response Time: The First Response Time (FRT) is recorded at just 8 minutes, showcasing Eastern Railway’s efficiency in handling medical and security assistance during emergencies.
RailMadad Success Stories: The RailMadad wing has successfully disposed of 90963 complaints in the fiscal year 2022-23, contributing to an enhanced passenger experience.
Active Liaison with Field Officials: Eastern Railway’s RailMadad wing collaborates seamlessly with field officials such as RPF, NR Cell, TTE, and Train Batch Incharge to ensure the safety and well-being of passengers during their journey.
Passenger Faith Restoration: The concerted efforts in creating awareness about RailMadad among passengers have resulted in faster and satisfactory grievance resolution, reinstating passengers’ faith in the redressal system.
RailMadad Application: The RailMadad application allows passengers to easily lodge complaints or provide suggestions, with the added benefit of tracking live status updates. It covers security and medical assistance, train-related inquiries, catering, vigilance, and general nature complaints.
RailMadad Electronic Reach: The RailMadad website, RailMadad helpline 139, and RailMadad App complement the application, offering the convenience of tracking complaint statuses and accessing various services.
Shri Kausik Mitra Chief Public Relations Officer of Eastern Railway affirmed “Eastern Railway remains committed to providing a seamless and enjoyable journey for passengers through the continuous improvement of its grievance redressal system. RailMadad stands as a testament to Eastern Railway’s dedication to passenger satisfaction.”
