Jaipur, August 12 (Kiran News). North Western Railway (NWR) is ensuring not only a comfortable and safe journey for passengers but also prompt resolution of any issues faced during travel. Through the ‘Rail Madad’ portal and app, passenger complaints are being addressed 24×7, with the current average resolution time at just 24 minutes — the second fastest in Indian Railways.
According to NWR Chief Public Relations Officer Shashi Kiran, the portal integrates various complaint and suggestion channels, including Helpline No. 139, X (Twitter), Facebook, and the RailOne app. The platform also accepts suggestions related to railway services. This initiative is part of Indian Railways’ continuous efforts to enhance passenger facilities.
‘Rail Madad’ (Mobile Application for Desired Assistance During Travel) allows passengers to register complaints via mobile, laptop, computer, or social media. Each issue has a set resolution time, and if not resolved within the timeframe, it escalates to higher authorities. Passengers are also contacted directly for problem details, provided immediate solutions, and asked for feedback after resolution.
Under the guidance of NWR General Manager Amitabh, from April 1 to July 31, 2025, all 43,524 complaints received through ‘Rail Madad’ were acted upon immediately, with an average resolution time of 24 minutes. Passenger feedback ratings during this period were 84.40% in the ‘excellent/satisfactory’ category.
In the previous year (2024–25), NWR resolved 1,02,011 complaints with an average resolution time of 26 minutes, securing second place across Indian Railways.
My name is Bhupendra Singh Chundawat. I am an experienced content writer with several years of expertise in the field. Currently, I contribute to Daily Kiran, creating engaging and informative content across a variety of categories including technology, health, travel, education, and automobiles. My goal is to deliver accurate, insightful, and captivating information through my words to help readers stay informed and empowered.
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