Railway Complaint Online: File on RailMadad Portal

What is RailMadad?

RailMadad is the official grievance redressal portal of Indian Railways. It allows passengers to file complaints related to train services, station facilities, staff behaviour, and other railway issues. Complaints can be filed online through the website or the RailMadad mobile app, and each complaint is tracked with a unique reference number.

Official Website: railmadad.indianrailways.gov.in

Types of Complaints You Can File

• Train-related: Cleanliness, AC/fan not working, water supply, pest issues, coach condition
• Staff behaviour: Misconduct by TTE, railway staff, vendors
• Catering: Food quality, overcharging, unhygienic food service
• Security: Theft, harassment, unauthorized vendors, chain snatching
• Station facilities: Dirty toilets, broken escalators, poor lighting, platform issues
• Punctuality: Train delays, unexpected cancellations
• Ticketing: Overcharging, refund issues, reservation problems
• Divyangjan (PwD) facilities: Non-functional ramps, wheelchairs not available
• Parcel/luggage: Lost luggage, damaged goods

Who Can File a Complaint?

• Any passenger with a valid PNR number (for journey-related complaints)
• Any citizen can file station-related complaints (PNR not mandatory)
• Both reserved and unreserved ticket holders

How to File a Complaint: Step-by-Step

Method 1: RailMadad Website

1. Visit railmadad.indianrailways.gov.in
2. Click on "Register Your Grievance"
3. Enter your mobile number and verify via OTP
4. Select the complaint type:
   • Journey-related (enter PNR number)
   • Station-related (select station name)
   • General complaint
5. Fill in the complaint details — describe the issue clearly
6. Upload photos or videos as evidence (if any)
7. Submit the complaint
8. You will receive a unique complaint number via SMS
9. Use this number to track the complaint status

Method 2: RailMadad Mobile App

1. Download the RailMadad app from Google Play Store or Apple App Store
2. Register with your mobile number
3. Tap on "Register Complaint"
4. Select complaint category and sub-category
5. Enter PNR number (for journey complaints) or station name
6. Describe the issue and attach photos if needed
7. Submit and note the complaint reference number

Method 3: Helpline Number 139

1. Call 139 (Railway Helpline) from any phone
2. Select the appropriate language
3. Choose the option for complaints/grievances
4. Describe your complaint to the operator
5. You will receive a complaint number via SMS

Method 4: SMS

1. Send an SMS with your complaint to 139
2. Include your PNR number if it is a journey-related issue
3. You will receive a confirmation and tracking number

PNR-Based Complaints

For journey-specific complaints:

1. Enter your 10-digit PNR number on RailMadad
2. The system automatically fetches your journey details (train, date, coach)
3. This helps railway staff identify and resolve the issue faster
4. PNR-based complaints get higher priority for resolution

Tracking Your Complaint

1. Visit railmadad.indianrailways.gov.in
2. Click on "Track Your Concern"
3. Enter your complaint reference number or mobile number
4. View the current status and any responses from railway authorities

Escalation Process

If your complaint is not resolved:

You can also escalate through CPGRAMS at pgportal.gov.in if the RailMadad complaint remains unresolved.

Fees

Filing a complaint on RailMadad is completely free. There are no charges for registration, submission, or tracking.

Important Tips

1. File complaints during the journey for faster action — real-time complaints get immediate attention
2. Always attach photos or videos as evidence for quicker resolution
3. Note down the complaint number — you'll need it for tracking and escalation
4. Be specific and factual in your complaint description (mention coach number, berth, time)
5. For security issues, also contact Railway Protection Force (RPF) at 182

Frequently Asked Questions

Q1: How do I file a railway complaint online?

Visit railmadad.indianrailways.gov.in, verify your mobile number with OTP, select complaint type, enter details, and submit. You'll get a tracking number via SMS.

Q2: Can I file a complaint without a PNR number?

Yes, for station-related or general complaints, PNR is not mandatory. Select "Station Related" complaint type and enter the station name.

Q3: How long does it take to resolve a railway complaint?

Most complaints are addressed within 24-48 hours. Complex issues may take up to 7 days. Unresolved complaints are automatically escalated.

Q4: Can I file a complaint after my journey is over?

Yes, you can file a complaint after the journey. However, filing during the journey ensures faster action.

Q5: Is RailMadad available in Hindi?

Yes, the RailMadad portal and app support both Hindi and English languages.

Q6: What happens if my complaint is not resolved?

Unresolved complaints are automatically escalated to higher authorities. You can also escalate manually or file on CPGRAMS at pgportal.gov.in.

Disclaimer: CitizenNest is an independent informational platform and is not affiliated with Indian Railways or any government body. For official complaint resolution, use railmadad.indianrailways.gov.in.