Railway hack of the day: Dirty coach, broken AC or staff problem? Here’s how to raise a train complaint quickly on Rail Madad

A faulty air-conditioning system, an unclean coach, a delayed train or a problem with railway staff can quickly turn a comfortable journey into a frustrating experience. Instead of searching for the right railway official or waiting until you reach your destination, passengers can use Rail Madad to register complaints and seek assistance online.

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Rail Madad is Indian Railways' grievance redressal platform for train and station complaints. Passengers can submit details of their journey, describe the problem and upload supporting files. The platform also provides a complaint reference number that can be used to track the status of the grievance.


For security or medical emergencies, passengers can also contact the railway helpline 139.

What is Rail Madad and how does it help railway passengers?

Rail Madad provides a digital way to register grievances related to trains and railway stations. Instead of approaching multiple departments, passengers can submit their complaints through the platform and monitor their progress.

The official Rail Madad system currently provides separate options for train complaints and station complaints, along with a facility to track an existing concern.

How to file a train complaint on Rail Madad

Passengers can follow these steps to register a complaint about their journey.

Step 1: Open the Rail Madad website or app

Open the official Rail Madad platform and select the option for a train complaint. The official portal can be accessed online, while the service is also available through its mobile application.

Open the official Rail Madad portal

Step 2: Enter your mobile number

Enter your mobile number and verify it using the OTP provided. The train complaint form requires passengers to provide their mobile number before proceeding.

Step 3: Add your journey details

Enter the relevant journey information, including your PNR number and train number. The complaint form also asks for details such as the boarding station, destination, coach and berth or seat number.

Providing accurate journey details can help railway officials identify the train and location associated with the complaint.

Step 4: Select the complaint category

Choose the appropriate complaint type and sub-type based on the problem you are facing.

Passengers can describe the issue in the complaint description field. Be as specific as possible, mention the coach, berth, location and nature of the problem wherever relevant.

Step 5: Upload photo or video evidence

If you have supporting evidence, upload it with the complaint. The current Rail Madad form accepts files including PDF, JPG, JPEG, PNG and MP4, with an upload limit of 5 MB.

For example, passengers reporting an unclean coach, damaged equipment or another visible issue can attach a photograph to make the complaint clearer.

Step 6: Submit the complaint

Review the information before submitting the grievance. Once the complaint is registered, keep the complaint reference number safely.

Rail Madad provides a unique reference number for registered grievances, which passengers can use to track the progress of their complaint.

How to track your Rail Madad complaint

If you have already registered a grievance, you can use the Track your Concern option on Rail Madad to check its status.

The complaint reference number is important, so passengers should keep it until the issue has been resolved.

What complaints can passengers raise on Rail Madad?

Rail Madad can be used for grievances related to both trains and railway stations. Passengers can select the relevant complaint category and provide details of the problem through the platform.

Examples include complaints concerning coach facilities, cleanliness, passenger amenities and other issues encountered during a railway journey.

When should passengers call railway helpline 139?

For security or medical assistance, passengers should use the railway helpline 139 rather than relying solely on an online complaint. The official Rail Madad portal specifically lists 139 for security and medical assistance.

Indian Railways has also integrated 139 with its passenger grievance system, allowing travellers to seek assistance during their journey.


Inputs from TOI