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—complaints:railway-complaint-railmadad [2026/07/10 20:18] (current) – created - external edit 127.0.0.1
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 +{{htmlmetatags>metatag-keywords=(RailMadad complaint, railway grievance portal, 139 helpline, train complaint online, Indian Railways grievance redressal, railway refund complaint)
 +metatag-description=(File a train or station complaint on RailMadad with your PNR or UTS number. Track by reference number and escalate to CPGRAMS if your complaint is not resolved.)
 +metatag-og:image=(https://righttoinformation.wiki/og/complaints-railway-complaint-railmadad.webp)
 +metatag-twitter:image=(https://righttoinformation.wiki/og/complaints-railway-complaint-railmadad.webp)}}
  
 +====== RailMadad: Railway Complaint & Refund 2026 ======
 +
 +{{https://righttoinformation.wiki/og/complaints-railway-complaint-railmadad.webp?1200x675|Railway Complaint Railmadad complaint help desk scene}}
 +
 +**Reviewed on:** 2026-06-19.
 +
 +<WRAP info>**Direct answer.** RailMadad (railmadad.indianrailways.gov.in) is Indian Railways' official grievance portal. Log in with your mobile number, enter your PNR or UTS number, select the complaint type, describe the issue, and submit. You get a reference number immediately. Track it under "Track your Concern." For emergencies, call **139** (listed on the portal for security and medical assistance).</WRAP>
 +
 +===== Before you open the portal: your quick checklist =====
 +
 +Keep these items ready before you start so the form does not time out mid-filing:
 +
 +  * **PNR (10 digits)** for reserved travel, or **UTS number (11 digits)** for unreserved travel
 +  * **Train number and boarding station** (auto-filled from PNR on the form, but have it to hand)
 +  * **Incident date** -you can log complaints only for incidents that happened within approximately the last 5 days; older incidents cannot be registered on the train-complaint form
 +  * **Your registered mobile number** (OTP will arrive on it)
 +  * **Evidence file** if available: photo, video, or PDF up to 5 MB (JPG, JPEG, PNG, MP4, PDF accepted)
 +  * **Complaint description typed out in advance** so you can paste it -the portal has a 20-second voice-input option but typed text is more reliable
 +
 +If you are a guest user (no account), the portal lets you file with OTP authentication only on your mobile number, without creating a full account.
 +
 +===== Four steps to file a train complaint =====
 +
 +  - **Go to [[https://railmadad.indianrailways.gov.in|railmadad.indianrailways.gov.in]]** and click "Train Complaints" on the home screen. Log in or choose "Guest User" and authenticate with an OTP sent to your mobile.
 +  - **Enter your PNR or UTS number.** The form auto-populates your journey details -train number, from/to stations, boarding station, berth, class, and date. Verify these before proceeding.
 +  - **Describe the incident, then choose Type and Sub-type.** The portal uses an AI-assisted category detector: type your complaint in plain language, click "Proceed," and it suggests the correct Type and Sub-type. You can override the suggestion manually. Select the incident date and time, attach a file if you have one, and click Submit.
 +  - **Save your reference number.** After submission, a unique reference number appears on screen and is sent by SMS. Use it to track status under "Track your Concern" on the same portal.
 +
 +===== Train complaint categories =====
 +
 +The portal currently lists these types for on-train complaints. Each has specific sub-types:
 +
 +^ Complaint type ^ Common sub-types ^
 +| Cleanliness | Toilet, Platform, Waiting Room, Station Entrance, Stalls |
 +| Catering and Vending Services | Overcharging, Food Quality, Food Quantity, Hygiene, Food and Water Not Available |
 +| Security | Eve-teasing, Theft, Dacoity / Robbery, Quarrelling / Hooliganism, Smoking / Drinking, Passenger Missing, Suspected Articles |
 +| Coach - Cleanliness | Toilet, Washbasin, Cockroach / Rodents, Coach Interior, Coach Exterior |
 +| Coach - Maintenance | (separate sub-types for mechanical defects) |
 +| Electrical Equipment | (lighting and fan faults) |
 +| Water Availability | (supply-related sub-types) |
 +| Bed Roll | (linen quality and availability) |
 +| Punctuality | (delay-related) |
 +| Reserved Ticketing | (booking-related issues) |
 +| Unreserved Ticketing | (UTS-related issues) |
 +| Refund of Tickets | Counter Ticket, Online Ticket, Others |
 +| Passenger Amenities | (general facilities) |
 +| Staff Behaviour | (conduct of railway staff) |
 +| Corruption / Bribery | (demand for illegal gratification) |
 +| Divyangjan Facilities | (accessibility for persons with disabilities) |
 +| Facilities for Women with Special Needs | (safety and amenity-related) |
 +| Medical Assistance | (on-board medical emergencies) |
 +| Luggage / Parcels | (lost or damaged luggage) |
 +| Miscellaneous | Use only if your complaint does not fit any category above |
 +
 +For miscellaneous, the portal itself warns: "Choose Miscellaneous only if your complaint does not fall in any of the categories mentioned above."
 +
 +===== Filing a station complaint =====
 +
 +Click "Station Complaints" on the RailMadad home page. Station complaints do not require a PNR. You authenticate with OTP, select the station from the dropdown, describe the problem, and choose the category. Station complaint sub-types include: Toilet, Platform, Waiting Room / Retiring Room, Station Entrance / Building, Stalls, and Others.
 +
 +No PNR or train number is needed for station complaints. The incident date and a description are mandatory.
 +
 +===== Raising a complaint about a stuck refund =====
 +
 +If Indian Railways owes you a refund (for example, on a cancelled train or a ticket you surrendered) and the amount has not been credited, file under **Refund of Tickets** on RailMadad. Sub-types are Counter Ticket, Online Ticket, and Others.
 +
 +RailMadad is the channel for a grievance about a refund not received. The actual refund process for online tickets -TDR (Ticket Deposit Receipt) filing -takes place on IRCTC's website (irctc.co.in), not on RailMadad. If your IRCTC refund is delayed after TDR processing, that delay is what you escalate through RailMadad or CPGRAMS.
 +
 +===== Tracking your complaint =====
 +
 +  - Open [[https://railmadad.indianrailways.gov.in|railmadad.indianrailways.gov.in]]
 +  - Click "Track your Concern"
 +  - Enter your reference number and submit
 +  - The portal shows: Registration details, Type, Sub-type, current Status, Closing Remarks, ATR (Action Taken Report) Remarks, and any attachments in reply
 +
 +If the status shows "Closed" but you are unsatisfied with the action, escalate -do not re-file the same complaint as a new one.
 +
 +===== Helpline and WhatsApp =====
 +
 +**Helpline 139** is the integrated rail helpline number. The RailMadad portal labels it specifically for "Security / Medical Assistance." For a general railway enquiry, 139 also handles PNR status, train arrival/departure, and reservation enquiry services, though the portal's own labelling on the complaint page is limited to security and medical emergencies.
 +
 +A **WhatsApp chatbot** is listed on the portal for complaint filing. The number displayed on the portal is **7982139139**. This is an AI chatbot service integrated into RailMadad -it is not a direct helpline to a railway officer.
 +
 +The portal is also available in 24 Indian languages. Select your language from the dropdown on the home page before logging in.
 +
 +===== Escalation path if RailMadad does not resolve your complaint =====
 +
 +RailMadad does not publish a fixed resolution deadline. If your complaint is marked closed but your problem is unresolved, or if you receive no substantive response, take the following steps in order:
 +
 +  - **Rate the response** on the portal -this is the first formal signal of dissatisfaction
 +  - **File on CPGRAMS** at pgportal.gov.in, selecting "Ministry of Railways" as the ministry. CPGRAMS has a 21-day resolution norm and a formal appeal mechanism. See [[complaints:cpgrams-complaint|our CPGRAMS filing guide]] for the step-by-step process
 +  - **Write to the Divisional Railway Manager (DRM)** of the railway division where the incident occurred, or to the Zonal Railway headquarters. The DRM's address is displayed at major stations and available on the Indian Railways website
 +  - **Approach a consumer forum** if the deficiency in service caused you financial loss. Read your consumer rights and [[complaints:consumer-complaint-edaakhil|how to file on eDaakhil]] for this option
 +  - **File an RTI application** (see section below) to extract the information needed before deciding on a formal legal step
 +
 +If your complaint involves a foreign citizen or a passport-related travel issue on an Indian train, note that the process is the same -RailMadad, then CPGRAMS. Unrelated passport issues go through [[complaints:passport-complaint|the Passport Seva grievance channel]].
 +
 +===== File an RTI to: =====
 +
 +**File an RTI to**: //the Divisional Railway Manager / Zonal Railway (a public authority)//
 +
 +  * What is the current status and action taken on complaint reference number [your reference number]?
 +  * Which officer is responsible for redressal of this complaint, and what is the designated response time for this category?
 +  * What is the date on which the ATR (Action Taken Report) was recorded, and what action was recommended?
 +  * How many complaints of type "Refund of Tickets" were filed in [your division] in the last 12 months, and what percentage were resolved within 30 days?
 +  * What is the sanctioned norm versus actual average time for disposal of RailMadad complaints in this division for the current financial year?
 +
 +→ **[[https://righttoinformation.wiki/tools/ai-rti-draft-app.html|Use our free AI RTI Drafter]]** to generate a complete Section 6(1) application.
 +
 +===== FAQ =====
 +
 +==== Do I need to register on RailMadad to file a complaint? ====
 +
 +No. You can use the "Guest User" option and authenticate only with an OTP on your mobile number. However, a registered account lets you view your full complaint history.
 +
 +==== Can I file a complaint without a PNR number? ====
 +
 +For train complaints, a PNR or UTS number is required because the system auto-verifies your journey details. For station complaints, no PNR is needed -only your mobile number, the station name, and a description.
 +
 +==== How do I get a refund through RailMadad? ====
 +
 +RailMadad handles complaints about refunds not received, not the refund itself. To claim a refund for an online ticket, file a TDR (Ticket Deposit Receipt) on IRCTC's website first. If the refund is delayed after TDR processing, raise a "Refund of Tickets" complaint on RailMadad with the transaction reference number.
 +
 +==== My complaint was closed but nothing was done. What next? ====
 +
 +Rate the response as poor on the portal. Then escalate to CPGRAMS (pgportal.gov.in) under Ministry of Railways. CPGRAMS has a binding 21-day resolution norm and a formal appeal if you remain unsatisfied after the first resolution.
 +
 +==== Is the 139 helpline for all railway complaints? ====
 +
 +The RailMadad portal labels 139 for "Security / Medical Assistance" on the complaint home page. It is the integrated rail helpline and also handles PNR status and enquiry calls. For a non-emergency complaint, filing on the RailMadad portal gives you a written reference number and a trackable record, which a phone call to 139 does not.
 +
 +==== Can I attach a video as evidence? ====
 +
 +Yes. The complaint form accepts MP4 video files in addition to JPG, JPEG, PNG, and PDF. The size limit is 5 MB per file.
 +
 +==== What if the incident happened more than a week ago? ====
 +
 +The train-complaint form restricts the incident date to approximately the last 5 days (the date picker does not allow earlier dates). For older incidents, you may still be able to file through CPGRAMS or write directly to the Divisional Railway Manager with a dated complaint letter.
 +
 +==== Can I file a complaint about a private vendor inside a station (for example, a food stall)? ====
 +
 +Yes. Use "Station Complaints" and select "Stalls" as the sub-type, or use "Catering and Vending Services" under Train Complaints if the vendor was on the train. Include the stall name or booth number if known.
 +
 +===== Sources =====
 +
 +  * RailMadad official portal: [[https://railmadad.indianrailways.gov.in|railmadad.indianrailways.gov.in]]
 +  * Train complaint form (verified live): [[https://railmadad.indianrailways.gov.in/madad/final/ComplaintOnTrain.jsp|railmadad.indianrailways.gov.in/madad/final/ComplaintOnTrain.jsp]]
 +  * Station complaint form (verified live): [[https://railmadad.indianrailways.gov.in/madad/final/ComplaintOnStation.jsp|railmadad.indianrailways.gov.in/madad/final/ComplaintOnStation.jsp]]
 +  * Complaint status tracker (verified live): [[https://railmadad.indianrailways.gov.in/madad/final/TrackComplaint.jsp|railmadad.indianrailways.gov.in/madad/final/TrackComplaint.jsp]]
 +
 +//By Dr. Shrawan Kumar Pathak//
 +===== How to file a railway complaint via RailMadad? =====
 +
 +RailMadad is the Indian Railways' integrated grievance redressal system. Here is how to use it:
 +
 +  - **Step 1: Register a complaint.**
 +    - **Online:** Visit [[https://railmadad.indianrailways.gov.in|railmadad.indianrailways.gov.in]] or use the RailMadad app.
 +    - **SMS:** Send "RailMadad <complaint>" to 139.
 +    - **Phone:** Call 139 (Indian Railways helpline).
 +    - **App:** Download the RailMadad app from Play Store/App Store.
 +  - **Step 2: Complaint categories.** RailMadad covers: (a) cleanliness, (b) food quality, (c) coach maintenance, (d) staff behaviour, (e) linen, (f) AC/cooling issues, (g) passenger amenities, (h) pension issues, (i) recruitment issues.
 +  - **Step 3: Track your complaint.** You will receive a unique complaint number. Track the status on the RailMadad portal or app using this number.
 +  - **Step 4: Escalation.** If not resolved within the stipulated time: (a) the complaint is auto-escalated to the next level, (b) you can escalate to the Divisional Railway Manager (DRM), (c) further escalate to the General Manager (GM), (d) escalate to the Railway Board.
 +  - **Step 5: CPGRAMS.** If RailMadad does not resolve the issue, file a complaint on the CPGRAMS portal at [[https://pgportal.gov.in|pgportal.gov.in]] under the Ministry of Railways.
 +  - **Step 6: Consumer court.** If the railway service deficiency causes financial loss, file a consumer complaint before the District Consumer Disputes Redressal Commission.
 +
 +===== How to file RTI for railway complaints? =====
 +
 +  - **File RTI with the Indian Railways:** Ask for: (a) the status of your complaint, (b) the action-taken report, (c) the total complaints received in your category, (d) the resolution rate, (e) the penalty imposed on the contractor/staff.
 +
 +Use [[https://righttoinformation.wiki/tools/ai-rti-draft-app.html|AI RTI Drafter]]. See [[https://righttoinformation.wiki/lok-adalat-free-legal-aid-dlsa-eligibility-india|Lok Adalat Guide]] and [[https://righttoinformation.wiki/banking-ombudsman-complaint-guide-india|Banking Ombudsman Guide]].
 +
 +{{tag>railmadad railway complaint 139 cleanliness food coach consumer court rti 2026}}