Bhubaneswar, August 8, 2025: East Coast Railways’ Rail Madad portal has demonstrated exceptional performance in handling passenger grievances and has remained in No.1 position among the 17 Railway Zones by scoring 70.06 in the performance report of the first four months as on 31.07.2025 in the current financial year 2025-26.
Rail Madad (railmadad.indianrailways.gov.in), the integrated grievance redressal platform for all categories of railway customers (passengers, freight, and parcel), has played a crucial role in enhancing passenger satisfaction and improving the overall travel experience. The portal, accessible through various channels like the Rail Madad Helpline (139), website, mobile app (both Android and iOS), provides a convenient and efficient way for passengers to register complaints and seek assistance.
Key Highlights:
• Average Disposal Time:
Disposal time is the time taken to resolve a particular complain. The average disposal time for complaints in the current financial year 2025-26 (01/04/2025 to 31/07/2025) is reduced to 26 minutes from 1 hour 12 minutes as compared with the last year’s corresponding period.
• Average Pendency Time:
Pendency time is the time taken to act on a particular complain. The average pendency time for complaints in the current financial year 2025-26 (01/04/2025 to 31/07/2025) reduced to 0:16 minutes from 0:28 minutes as compared with the last year’s corresponding period.
• Excellent Feedback:
In the current year, ECoR received 35507 complaints through Rail Madad which were attended quickly and swiftly. 77.77% of the total feedback received is excellent and satisfactory which is an increase of 13% over the corresponding period of last year. This indicates a positive trend in grievance resolution.
• Integration with other Platforms:
Rail Madad’s integration with other platforms like X (formerly twitter), Facebook and 139, allows for real-time data gathering, further aiding in quick complaint resolution.
Impact on Passenger Experience:
The effectiveness of Rail Madad has led to a renewed sense of trust among passengers in the railway’s grievance redressal system. By providing a streamlined and efficient process for addressing complaints, Rail Madad helps to minimize inconvenience during train journeys or while on railway premises.
Commitment to Improvement:
The Ministry of Railways remains committed to further enhancing the passenger experience by continuously improving the Rail Madad system and addressing passenger feedback. The data collected through Rail Madad also helps to identify areas for improvement in railway operations, leading to more effective and targeted corrective actions. Indian Railways has actively worked to raise awareness about Rail Madad, encouraging more passengers to utilize the platform for lodging complaints.
