Indian Railways To Launch New App ‘MADAD’ As Single Platform For Grievance Redressal
In order to streamline to process of addressing passenger grievances, Indian Railways has decided to launch a new app – MADAD (Mobile App for Desired Assistance During travel) – that will replace the existing methods used such as Twitter and Facebook, reports the Indian Express. The app can be used to file any complaint, including the quality of food, lack of hygiene in toilets and requests for emergency services.
Complaints filed using the app will directly be logged on a central server and be relayed to the concerned officials of the divisions in question, thereby speeding up the whole process. Passengers would able to track their complaints and the responses received.
As of now, we have 14 channels through which passengers can register their grievances. Each has its own response time and even standards of response. While some are active, others are not. We wanted to have one transparent, standardised grievance redressal process. This app is likely to be launched this month.A senior railway official
Passengers can register their complaints by entering their PNR and a complaint identification number will then be sent via SMS. Updates to the complaint, including action taken by the railways will also be relayed via SMS.
In order to encourage better accountability and transparency, the total number of complaints received and solved will also be visible on the app, along with a zonal breakdown, especially for the Rajdhani and Shatabdi Express. The top five and bottom five railway stations in terms of complaints resolved will also be visible.
The railways will continue to use the existing channels for grievance redressal, but will eventually shift to the new platform in order to streamline the process.
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