After three days of the budget, Railways on
Monday launched a mobile phone App and also an online portal with a view to
providing customers with “an effective forum to lodge complaints”.
Railway minister Suresh Prabhu said that
people can also use these forums to send suggestions for improving railway
services and if found suitable the valuable suggestions on the newly-launched
portal will be incorporated.
“There should not be any complaints ideally,
but if about 3 crore passengers will travel in more than 10,000 trains daily,
some complaints might come up,” Prabhu said.
“So, there should be an effective forum to
lodge complaints,” Railway Minister Suresh Prabhu said after launching the
portal and the App.
Passengers can lodge their complaints and
suggestions on the webpage www.indianrailways.gov.in. One can also download the
mobile App from the URL www.coms.indianrailways.gov.in. for registering
complaints and sending suggestions.
Passengers can also SMS their complaints to
the number: 9717630982. The launch of complaint management was part of the Rail
Budget proposals.
The complaint will be auto assigned to the
railway official concerned for redressal. The complainant will receive a
message on his mobile phone and via email about the action taken on the matter.
As to a time-frame for the redressal of
complaints, the Railway Minister said, “We will finalise the time-frame after a
few days of stabilisation of the system.”
Railways will advertise the portal and the App
on social networking sites and other platforms to popularise it.
The Customer Complaint Portal will later also
be available in Hindi and other regional languages.
Prabhu said that besides registering
complaints, a system has also been devised to track the status of the
complaints.
After registering a complaint, the complainant
will be given a unique ID number which can be used for tracking the
progress of the complaint.
“One can also send images like dirty linen or
whatever one wants to complain about through the system,” he said.
Source: Financial Express
