Indian Railways on Monday became the first
company in the country to provide customer complaint services on a mobile app
besides providing the facility online by launching a complaint management
system (Coms).
The Coms comprises the mobile app, an online
portal backed by a centralised grievance redressal monitoring system and a
mobile network messaging facility.
“Passengers can also SMS their complaints on
the mobile number,” the railway authorities said in a statement.
Railway Minister Suresh Prabhu on Monday said
the app and the web portal will act as a suggestion forum as the complaint can
be tracked once the supplicant registers with the app or online.
He said the railways welcome suggestions from
people to further improve passenger services and valuable suggestions on this
newly launched portal can be incorporated in all possible ways, if found
suitable.
Indian Railways said the mobile app was
launched on the Android platform and will be soon available in Windows phones.
“Complaints will be provided with a unique
complaint ID number (and) complainants can use the unique ID number to track
progress of complaints,” the authorities said.
IANS
