In line with digital initiatives of Hon'ble PM, Indian Railways has for the first time completely digitized the Complaint management system. Shri Piyush Goyal, Minister of Railways & Coal launched a new App Rail Madad - An App to expedite & streamline passenger grievance redressal.
RPGRAMS (Railway Passenger Grievance Redressal and Management System),which has been developed by Northern Railway (Delhi Division) and comprises many novel features including 'Rail Madad' - a mobile App to register complaints by passengers through mobile phone/web. It relays real time feedback to passengers on the status of redressal of their complaints- the passenger gets an instant ID through SMS on registration of complaint followed by a customized SMS communicating the action taken thereon by Railway.