Guwahati, August 1 (MExN): Analysing of the Indian Railways’ Rail Madad report for the April to June 2020 period showed that it achieved the disposal rate of 99.51% (excluding refund cases), an official statement release informed.
During the period, IRCTC online complaints amounts to 48%, train related complaints accounted for 29% and station related complaints accounted for 23% of the total complaints received all over Indian Railways, it said.
Rail Madad Helpline 139 continues to answer lakhs of queries on one-on-one basis in addition to queries answered by its IVRS facility, added the release issued by Chief Public Relations Officer, Northeast Frontier Railway.
While the queries were mostly for commencement of train services and the relaxed refund rules , the social media is flush with appreciation of Railways’ efforts in these trying times, it claimed.
Calls received on Helpline 138 are geo-fenced i.e. calls land on the nearest Railway Divisional Control Office (manned round-the-clock by Railway personnel well-versed in local language and familiar with local issues) as per the location of the caller.
This ensures that callers receive information and guidance in the language that they are comfortable speaking, the release said. This new feature overcomes the language barrier, and makes flow of information to Railway customers and others faster as the pertinent information is readily available with the Division, it added.
According to NFR, the Indian Railways took 360 degree measures to ensure that interest of the passengers and all commercial clients are taken care of and national supply chains keep running.
Apart from five different communication and feedback platforms - Help lines 139 and 138, social media (specially Twitter), email (email@example.com) and CPGRAMS, the Indian Railways recently added in the Rail Madad app and portal.
“The 'RailMadad' app allows passengers to lodge complaints through Mobile APP & WEB platform and enables them to check real-time feedback on the status of redressal of their complaints,” a description of the app on Google store informed.
The portal according to Indian Railways has been developed to enable Railway passengers to lodge a complaint or give suggestion through on line, app., or SMS and facility to track live status of complaints and provide feedback based on their satisfaction with the resolution.
The objective of this portal is to enhance experience of Railways passengers with swift and satisfactory resolution of complaints.