NFR steps up real-time grievance redressal

Maligaon, August 1 (MExN): The Northeast Frontier Railway (NFR) has intensified efforts to resolve passenger grievances in real-time through the 24x7 Railway Helpline 139 and RailMadad portal.

Indian Railways launched the centralized 'RailMadad' platform in 2019 to ensure prompt and transparent redressal of complaints across multiple channels. Passengers can lodge issues via the portal (https://railmadad.indianrailways.gov.in), mobile app, or the toll-free helpline 139, said Kapinjal Kishore Sharma, Chief Public Relations Officer, NFR.

In NFR, robust systems have been set up for timely response and resolution of Rail Madad complaints. War rooms have been set up at NFR Headquarters and divisional offices, which are manned round the clock by concerned officials of all departments, who carry out real time redressal of various complaints including issues pertaining to coach cleanliness& toilets, electrical equipments, bed roll or complaint of overcharging of food and beverages. 

The success of these efforts is visible from the fact that record number of 1.79 lakh complaints have been successfully resolved by NFR during the year 2024-25. This also includes medical assistance extended to 4,487 passengers through the Rail Madad platform with prompt and professional care delivered by dedicated doctors and compassionate nursing staff.