Indian Railways (IR) had launched the RailMadad app in 2020. It is an integrated and innovative one-stop solution for customer grievance, enquiry, suggestion and assistance. IR provides the passengers the choice to access RailMadad through multiple channels, such as web, app, SMS, social media and helpline number (139) during the journey for expeditious resolution of their complaints. In 2020-21, 99.93 per cent complaints received through 139 helplines were resolved and 72 per cent of the feedback given by customers was ‘Excellent’ of ‘Satisfactory’.
