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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