If you are experiencing issues with trains of Indian Railways such as uncleanliness, railway stations, security, ticketing, catering, and amenities, file your complaints here by using this guide.
Railway Helplines:
- Indian Railways Helpline: 139 (General Enquiries)
- Catering & Passenger Issues: 1800-111-321
- IRCTC Helpline: 14646, 07556610661
- Security Concerns: 182
For booking and catering (food) issues, call 07554090600
Email:
- IRCTC Service: care@irctc.co.in
- RailMadad: railmadadcris@gmail.com (for general inquiries, not filing complaints)
Filing Complaints Online:
This is the preferred method for most train-related complaints. Here’s how to use it:
1. RailMadad
- Visit the RailMadad website: (https://railmadad.indianrailways.gov.in/)
- Click on “Lodge Complaint/Suggestion”
- Register or log in using your existing credentials (optional).
- Select “Train Complaint” from the category options.
- Choose your travel details (if applicable) and enter your PNR number.
- Clearly describe your complaint in the designated section.
- Attach any supporting documents (photos, tickets) for better understanding.
- Select the specific category of your complaint (cleanliness, security, ticketing etc.).
- Submit the complaint. You’ll receive a unique complaint number for tracking purposes.
2. IRCTC:
If your complaint pertains specifically to IRCTC services (catering, booking), use the dedicated complaint section on their website:
- You can “Register your complaint to IRCTC” through email, helpline number, and online complaint form.
- Follow the specific instructions provided for lodging complaints.
Escalating Your Complaint:
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CPGRAMS: For unresolved complaints, escalate to the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
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Divisional Level: Contact the Additional Divisional Railway Manager (ADRM).
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Zonal Headquarters: Reach out to the Additional General Manager (AGM).
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Railway Board: Escalate to the Executive Director, Passenger Grievances (EDPG) by email edpg@rb.railnet.gov.in or other means of communication.
Finally, you can approach the Directorate of Public Grievance (DPG), If all else fails or have any complaints regarding misconduct or corruption by employees or officers of Railways.
Tips:
- Maintain a professional and factual tone throughout your complaint.
- Clearly state the date, time, and details of the incident.
- Mention staff member names, TTE (Ticker Checker/Inspector) or designations if applicable.
- Attach evidence (photos, tickets) to strengthen your case.
- Keep a record of all communication and reference numbers for future reference.
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