The Pune railway division’s grievance redressal platform, ‘Rail Madad’, has emerged as a vital support mechanism for suburban and long-distance passengers, having responded to over 16,800 complaints between April and July 2025. According to railway officials, this volume reflects both the rising passenger footfall across Maharashtra’s railway corridors and a growing reliance on technology-enabled complaint redressal mechanisms.
Among the complaints received via the national helpline number 139, a substantial number were related to safety concerns, with around 3,750 entries flagging issues ranging from insecure coaches to harassment incidents. Railway authorities confirmed that safety remains a top priority, and they are actively working to increase surveillance and patrols in vulnerable sections of trains and stations. Passenger discomfort due to faulty electrical fittings also featured prominently in the feedback. More than 3,700 complaints were recorded about non-functional fans, lights, and related onboard amenities. These disruptions are being treated seriously by maintenance teams across the division, especially in peak summer months when heat-related grievances surge.
Issues related to sanitation and basic facilities also drew attention, with 1,612 complaints about unclean coaches and 1,308 about water unavailability. Bedroll quality in air-conditioned compartments attracted another 1,547 grievances. Delays in train operations, an enduring challenge for Indian Railways, led to over 1,400 complaints within the review period. A senior railway spokesperson from the division noted that the Rail Madad platform has grown beyond just being a grievance portal. “It is now integral to our emergency response system. Whether it is a medical crisis, technical failure or safety issue, Rail Madad ensures swift mobilisation of help,” the official said.
One notable instance was reported onboard the Hubballi–Hazrat Nizamuddin Superfast Express, where a woman in labour received immediate medical aid after a Rail Madad complaint was registered mid-journey. The Railway Protection Force and onboard medical staff acted promptly, enabling a safe delivery. Such cases, officials claim, underscore the evolving relevance of the digital helpline in modern railway operations. Rail users have also expressed appreciation for the system’s responsiveness. A regular commuter between Pune and Nagpur recounted an incident where malfunctioning fans during a summer trip were fixed promptly after he called the helpline. “We didn’t expect such a quick fix, but the staff responded within minutes,” he shared.
As the Indian Railways advances digital governance and enhances commuter experience, platforms like Rail Madad are being seen as key enablers of trust and transparency. With passenger numbers steadily climbing, especially during festival and vacation seasons, robust grievance redressal frameworks are essential not just for efficiency, but also to humanise the vast rail network.
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