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0903201510-03-2015
MALIGAON
‘Customer Complaint Web Portal and Mobile App’


The Minister of Railways Shri Suresh Prabhakar Prabhu launched a ‘Customer Complaint Web Portal and Mobile Application’ (android/windows based mobile App), at a function here today. Speaking o­n the occasion the Railway Minister said that this ‘Customer Complaint-cum-Suggestion’ portal and mobile App which can be freely downloaded, will be very useful as o­ne can track the status of the complaints which he or she registered o­n this portal with the help of mobile App. He said that Railways welcome suggestions from the people to further improve the passenger services and valuable suggestions o­n this newly launched portal can be incorporated in all possible ways, if found suitable. He appreciated the efforts made by Railway officials and thanked them for implementing this new customer friendly initiative in a very short time, just three days after the announcement of the same in the Railway Budget 2015-16.

The passengers who want to complain or make any suggestions may download the mobile App from the URLwww.coms.indianrailways.gov.in. The passengers can also file their complaints and suggestions o­n the web pagewww.coms.indianrailways.gov.in.   The passengers can also SMS their complaints o­n mobile number +91-9717630982.

Also present o­n the occasion were, Chairman, Railway Board, Shri A.K.Mital, Board Members and other senior officials of the Indian Railways.

The Complaint Management System (COMS) portal consists of the following applications:-

·             A mobile app based complaints and suggestions application (currently o­n the android platform).

·             A web based complaints and suggestions application o­n URLwww.coms.indianrailways.gov.in.

·             A SMS based complaints and suggestions application o­n the number +91-9717630982.

·             A link to Centralised Public Grievance Redress and Monitoring System (CPGRAMS) will also be provided.

 Mobile Apps

·              Indian Railways are launching  the first  mobile phone App  for registering passenger complaints

·               The first  Mobile App is o­n the Android platform 

·               The Mobile application has been implemented using Android 2.3.3 (and above) platform and would be made available for  Windows Phone 8.1 (and above).

·               The Mobile App uses the latest technology namely  HTML5,  JavaScript, CSS3.1

·              The Mobile App can be downloaded from Google Play Store.

·              A fast and user friendly structured interface has been provided to register complaints o­n mobile phones.

·              Complaints will be provided with a unique complaint ID number.

·              Complainants can use the unique ID number to track progressof complaints.

·              The complaint will be auto assigned to the concerned railway functionary for redressal.

·               Validations for station name, train number and PNR number have been built into the application for user convenience.

·              The complaints will be stored in the database

·              Detailed MIS reports with various zone wise, division wise, type wise, filters will enable effective monitoring at the administrative end.

·              The Mobile App is linked to the Complaint Management portal of Indian Railways, where complaints can be registered through Web (www.coms.indianrailways.gov.in)  and SMS (+91-9717630982).

     Web based Complaint Management Application:

·              Passengers can also register complaints through the Web. The complainants will be assigned unique ID number with which they can track the progress of   complaints.

·              The complaint will be auto assigned to the concerned railway functionary for redressal.

·              Detailed MIS reports with various zone wise, division wise, type wise, filters will enable effective monitoring at the administrative end.

·              This Customer Complaint Portal will also be available in Hindi and other regional languages.

SMS based Complaint Management Application:-

·              Complaint or suggestion can be sent as free flow text as SMS to   the number 9717630982. Complaints will be also be assigned a unique complaint ID number which can be used for tracking.



(Pranav Jyoti Sharma)
CPRO/N.F.Railway




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