Pune: Rail Madad Logs 16,835 Complaints in 4 Months; Emergency Responses Save Lives Onboard
Reported by Amit Singh
Pune, 2nd August 2025: The Pune Division of Indian Railways has received a total of 16,835 complaints through the Rail Madad between April 1, 2025, and July 28, 2025, according to official data. The Rail Madad continues to play a pivotal role in addressing passenger grievances and ensuring prompt assistance during train journeys.
Out of the total complaints, the highest number were related to Security (Train) with 3,731 cases, followed closely by Electrical Equipment (Train) with 3,727 complaints. Issues concerning Coach Cleanliness (Train) (1,612), Bed Roll (Train) (1,547), Water Availability (Train) (1,308), and Punctuality (Train) (1,418) were also significant contributors to the total count.
Highlighting the importance of Rail Madad in passenger safety and service delivery, Divisional Commercial Manager (DCM) Hemant Kumar Behera cited a recent emergency handled through the platform. On receiving a complaint regarding a nine-month pregnant woman experiencing labor pain in the general coach of Train No. 20657, the Rail Madad team swiftly coordinated with the Railway Protection Force (RPF) and medical personnel. The woman was attended to immediately, and the baby was delivered safely onboard. Both mother and child were subsequently shifted to Ahmednagar Civil Hospital for further care.
DCM Behera emphasized that Rail Madad’s integrated grievance redressal mechanism allows railway authorities to respond effectively in emergency situations. “With the help of Rail Madad, we are able to serve passengers effectively in every situation. Passengers should benefit from Rail Madad as the railways are ready to assist them 24×7,” he stated.
Other complaint categories recorded in the Pune Division include Catering & Vending Services (Train) (49), Staff Behaviour (Train) (112), and Corruption/Bribery (Train) (5). Complaints related to Medical Assistance (Train) stood at 690, while issues with Coach Maintenance (Train) registered 1,009 complaints.
Rail Madad serves as a centralized digital platform enabling passengers to lodge grievances through mobile apps, web portals, and helplines, ensuring real-time tracking and redressal across railway divisions.
