Rail Madad - 139

● Madad is an Urdu word that means Help or Assistance.

● One Helpline Number 139 for Security and Medical Assistance. ( 138 - travel
complaints & 182 - Security complaints are merged into 139)

● For Inquiry, Assistance, and Grievance Redressal.

● A Mobile App and Web platform

● Allows passengers to lodge complaints and get assistance during travel.

● Part of the RPGRAMS - Railway Passenger Grievance Redressal And Management

System.

● Integrated with the NTES - National Train Enquiry System.

● The app is available on Google Play Store and iOS App Store

● Track the live status of the complaints

● Ease of living of Railway Customers (Passengers, Freight & Parcel) in the following
ways:

1. Single portal for grievance, inquiry, and assistance

2. Can give suggestions
3. Ease of Access - through 139, Web, App, SMS, Social Media, and Manual Dak
4. One Number 139 subsumes 15 helplines
5. Basic Phone users (Non-Smart) can call 139 to talk to call centre executives
directly
6. IVRS - Inter-Active Voice Response facility - available in 15 languages

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 7. Accountability - Every complaint generates a unique CRN - Complaint Reference
Number. One can track using CRN.
8. After the closure of the Complaint, the customer gets an SMS with a link to give
feedback on the quality of redressal.

● Main Features:

1. Train Complaint
2. Station Complaint
3. Freight Business - FOIS
4. Parcel Services
5. Track Complaint
6. Suggestions
7. Rail Anubhav (Experience)

● Other features:

1. Ticket Booking - IRCTC

2. Train Enquiry - NTES
3. Reservation Enquiry - PRS
4. Retiring Room Booking - IRCTC Tourism
5. Indian Railways - General Website
6. UTS Ticketing - Unreserved Ticketing System
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