We are all ears to you!
Yes, that’s what the Indian Railways has to say to its passengers. Railway Minister Suresh Prabhu launched an integrated social media system on Wednesday for real-time and instant redressal grievance of passengers.
Although the Ministry of Railways is quite active on different social media platforms, all passengers can now voice their concerns and complaints on Twitter and Facebook.
In his second Rail Budget in Parliament, Prabhu cited that there should be a system to address customer grievances in every responsive organisation. Also, he stated that an all India 24X7 helpline number will be made functional, so problems and complaints of passengers can be attended to on a real-time basis. Based on the feedback collected from all passengers, the facility will be made available across Indian Railways.
“Railways would utilise resources from the Nirbhaya Fund for augmenting security of our women passengers,” he added. Presently, the railways is using different digital platforms for grievance redressal and ticketing.
He further added, “Indian Railways will interact with passengers through Facebook and Twitter for prompt redressal of their grievances and strengthen our efforts of being responsive and passenger-oriented. “Passengers will be able to call up for complaints while on trains. A mobile application to redress railway-related complaints is also being developed.”
It is learnt that the entire system will be under the supervision of the Railway Board and all the complaints will be handled by the Divisional Railway Manager (DRM). Since the DRM will work round the clock in the Social Media Cell, all passengers’ grievances will be addressed instantly. Interestingly, the Management Information System Reports generated through the social media platform system will be analysed for the improvement of the services of the Indian Railways.
