Rail Madad App New Rules: Indian Railways To Change Complaint System For Water, Food, OTP, PNR And QR Code

Passengers travelling by train may soon find it easier to report and track problems during their journey. Indian Railways is working on an overhaul of the Rail Madad system, with changes aimed at improving how complaints are verified, assigned and resolved.

Rail Madad App Update: 5 Major Changes Coming To Indian Railways Complaint System

The revamped system is expected to make the complaint process more location-specific. Instead of simply registering an issue, the system will help identify where the problem has occurred and which railway team should handle it.

Complaints relating to trains and those concerning station facilities will be monitored separately. Depending on the nature of the issue, cases can then be directed towards the appropriate commercial, mechanical or electrical department. This is intended to reduce delays caused by complaints being forwarded to the wrong team and make follow-up easier for railway authorities.

A shortage of water inside a train coach is one of the issues being specifically addressed. Under the proposed mechanism, when a passenger reports a water-related problem, the complaint can be linked to the next station on the route where a watering facility is available. The concerned technical team would receive the information in advance, allowing it to prepare for the train’s arrival.

Premium Train Food Complaints To Reach Catering Officials

Catering complaints on premium services are another area where the upgraded system is expected to bring changes. Issues involving food quality on Vande Bharat, Rajdhani and Shatabdi trains are proposed to be directed to the relevant catering agency and senior officials of IRCTC. This would create a more direct channel for complaints involving the food being served to passengers.

The change is particularly relevant to premium train services, where catering is an important part of the passenger experience.

Railway Looks To Reduce Dependence On OTP For Complaint Closure

At present, an OTP can be required before a complaint is formally closed. This can create difficulties when a passenger has poor mobile connectivity, even if the underlying problem has already been resolved.

The railway administration is therefore looking at making the closure mechanism simpler and more practical. The objective is to ensure that network-related difficulties do not prevent an otherwise resolved complaint from being closed.

PNR And QR Codes To Strengthen Complaint Verification

The upgraded Rail Madad system is also expected to use more information from passengers’ journeys to improve verification. PNR-based checks and QR codes placed inside coaches can help establish the passenger’s journey and the location from which a complaint is being submitted. QR scanning could also make it easier to identify the relevant coach when a passenger raises an issue.

These measures are being considered partly to tackle cases where the same PNR or device is used to submit multiple complaints. Better verification could help distinguish genuine passenger issues from repetitive or spam complaints.

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