A number of helplines that earlier existed on the railways for various purposes have been merged into one helpline, i.e. 139, which can be used for all enquiry needs and for complaint making. The 139 helpline facility is available round the clock in 12 languages.
Indian Railways has launched RailMadad, an integrated and innovative one-stop solution for customer grievance, enquiry, suggestions, and assistance, providing passengers with the choice to access RailMadad through multiple channels, namely, Web, App, SMS, Social Media, and Helpline number (139) during the journey for expeditious resolution of their complaints.
99.93% of complaints received through 139 helpline get closed and 72% of the feedback given by complainants is ‘Excellent’ or ‘Satisfactory’ in FY 2020-21.
This information was given by the Hon’ble Minister of Railways, Communications, and Electronics and Information Technology, Ashwini Vaishnaw, in a written reply to a question in the Rajya Sabha today.