Bhopal 16 November (IANS). More than 15 thousand passenger related complaints were resolved in Bhopal division of West Central Railway in four and a half months.
In Bhopal Railway Division, railway passengers are being provided assistance and complaints are being resolved 24 hours a day on ‘Rail Madad’ portal and app. War Room was started in Bhopal Division from June 17, 2024, the objective of which is to ensure speedy resolution of passenger complaints. A total of 15338 complaints were resolved through this war room from 17 June 2024 to 31 October 2024, in which the percentage of feedback given by passengers has been high.
According to official information, at present the average time for resolution of passenger complaints in Bhopal division is 47 minutes. Various departments like Commerce, Electricity, C&W, Medical, Railway Protection Force etc. are engaged in 24 hours passenger service, playing a vital role in this process.
Senior Divisional Commercial Manager Saurabh Kataria said that in the financial year (April 2023 to March 2024), Bhopal Division received a total of 41911 complaints on the “Rail Madad” portal, which were resolved 100 percent. In the first six months of the current financial year (April 2024 to September 2024), Bhopal Division received 22660 complaints, which were resolved within an average of 45 minutes, ensuring 100 percent settlement.
It may be noted that Railways has integrated all channels including helpline number 139 into “Rail Madad” portal and app to accommodate complaints and suggestions. Complaints are resolved within the time limit and after resolution, the complainant is informed and feedback is also sought from him, so that the quality of services can be improved.
–IANS
SNP/CBT
