CNN Central News & Network–ITDC India Epress/ITDC News Bhopal: The Bhopal Division of West Central Railway has achieved a remarkable milestone in the areas of passenger safety, convenience, and grievance redressal. Under the guidance of Divisional Railway Manager Pankaj Tyagi, continuous efforts through the Rail Madad portal/app for quick and effective resolution of passenger complaints have resulted in an 85% passenger satisfaction rate for the Bhopal Division.
To provide passengers with a safe, convenient, and stress-free travel experience, Rail Madad has been developed in Bhopal Division as a robust grievance redressal platform. All channels, including the 139 helpline number, have been integrated into the Rail Madad portal and mobile app, allowing passengers to register complaints on a single platform and ensuring prompt action. Feedback is also collected from passengers after resolution, facilitating continuous improvement in service quality.
Senior Divisional Commercial Manager Saurabh Kataria stated that the Rail Madad War Room was inaugurated in Bhopal Division on 16 June 2024, with the primary objective of providing immediate response and rapid resolution of passenger complaints. Due to the effective operation of the War Room, the average resolution time for complaints in Bhopal Division is now only 21 minutes.
According to Mayank Sharma, in-charge of the Rail Madad War Room, whenever a complaint is received on Rail Madad, the relevant department is immediately notified, the passenger is contacted without delay, and continuous monitoring is maintained until the issue is fully resolved. He emphasized that passenger safety and satisfaction remain the top priority, and swift action is ensured daily.
Various departments, including Commercial, Electrical, C&W, Medical, and Railway Protection Force, coordinate 24/7, enabling timely and effective resolution of complaints.
During the last financial year (June 2024 to March 2025), the Bhopal Division received 36,372 complaints on the Rail Madad portal, all of which were fully resolved. In the current financial year (April 2025 to November 2025), 32,714 complaints have also been resolved with 100% efficiency.
This achievement of the Bhopal Division is a clear reflection of the Railway administration’s sensitivity, responsiveness, and passenger-centric work culture, emerging as a model example within Indian Railways.
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