13 Trains from (SGZ)SHAMGARH to (BIO)BORDI

EXPERIMENTAL STOPPAGES OF SOME WR TRAINS AT VARIOUS STATIONS EXTENDED

For the convenience of passengers, additional stoppage had been provided to various Western Railway trains at several stations for a period of six months. These additional halts have further been extended o­n existing timings for a further period of six months.

According to a press release issued by Shri Sumit Thakur, Chief Public Relations Officer of Western Railway, details of the train is as under:

1.Stoppage for Train No. 12955/12956 Mumbai Central – Jaipur Express at Suwasra stationwhich was earlier notified up to 5^th April, 2023 has now been extended up to 2^nd October, 2023.

2.Stoppage for Train No. 22975/22976 Bandra Terminus – Ramnagar Express at Shamgarh station which was earlier notified up to 10^th April, 2023 has now been extended up to 7^th October, 2023.

3.Stoppage for Train No. 19037/19038 Bandra Terminus – Barauni Avadh Express at Suwasra station which was earlier notified up to 4^thApril, 2023 has now been extended up to 1^st October, 2023.

4.Stoppage for Train No. 19167 Ahmedabad – Varanasi Sabarmati Express at Pipraigaon station which was earlier notified up to 21^st March, 2023 has now been extended up to 17^th September, 2023.

5.Stoppage for Train No. 19168 Varanasi - Ahmedabad Sabarmati Express at Pipraigaon station which was earlier notified up to 20^th March, 2023 has now been extended up to 16^th September, 2023.

6.Stoppage for Train No. 11125 Ratlam - Gwalior Express at Miyana station which was earlier notified up to 22^nd March, 2023 has now been extended up to 18^th September, 2023.

7.Stoppage for Train No. 11126 Gwalior - Ratlam Express at Miyana station which was earlier notified up to 23^rd March, 2023 has now been extended up to 19^th September, 2023.

8.Stoppage for Train No. 21125 Ratlam – Bhind Express at Miyana station which was earlier notified up to 22^nd March, 2023 has now been extended up to 18^th September, 2023.

9.Stoppage for Train No. 21126 Bhind - Ratlam Express at Miyana station which was earlier notified up to 23^rd March, 2023 has now been extended up to 19^th September, 2023.

10.Stoppage for Train No. 11125 Ratlam - Gwalior Express at Badarwas station which was earlier notified up to 23^rd March, 2023 has now been extended up to 19^th September, 2023.

11.        Stoppage for Train No. 11126 Gwalior - Ratlam Express at Badarwas station which was earlier notified up to 24^th March, 2023 has now been extended up to 20^th September, 2023.

12.     Stoppage for Train No. 19307 Indore – Chandigarh Express at Badarwasstation which was earlier notified up to 30^th March, 2023 has now been extended up to 26^th September, 2023.

13.    Stoppage for Train No. 19308 Chandigarh - Indore Express at Badarwasstation which was earlier notified up to 31^st March, 2023 has now been extended up to 27^th September, 2023.

14.Stoppage for Train No. 12465/12466 Indore – Jodhpur Ranthambore Express at Suwasra station which was earlier notified up to 5^thApril, 2023 has now been extended up to 2^nd October, 2023.

For detailed information regarding halts, timings of halts, passengers may please visit  www.enquiry.indianrail.gov.in.

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                                       RAILMADAD: An effective grievance redressal mechanism of Indian Railways

RailMadad mechanism sees increase in usage amidst improved awareness amongst passengers and owing to its reliability

Telephonic call is the most preferred mode of grievance registration for passengers

Southern Railway takes an average of 37 minutes to resolve grievances

The First Response Time is 8 minutes for Medical & Security assistance

As a socially responsible and accountable entity, Indian Railways considers redressal of passenger complaints as o­ne of its Key Performance Indicators.  To put in place an effective complaints monitoring system which would also provide a o­ne-stop solution to complaints, grievances, enquiry and also serve as a robust feedback mechanism, RAILMADAD was launched in 2019.  Complaints and grievances lodged through different modes were brought into a single platform and channelized through this portal for time bound redressal. 

Receipt & Disposal of complaints in Southern Railway through RAILMADAD

In Southern Railway, over 61% of the complaints are received through Rail Passenger Helpline 139, 21% through RailMadad website (railmadad.gov.in, railmadad.in)10% through social media forums, , 5% through RailMadad App and the remaining 3% through other means like SMS to 139, E-mail, CPGRAMS, etc.

Southern Railway has been achieving 100% complaint disposal rate since 2019-20 and also maintains 37 minutes as average disposal time since April 2021.  Southern Railway also maintains 8 minutes as the First response Time (FRT).  FRT is an indicator of efficiency in handling Medical and Security assistance during emergencies. 

Railways at all levels have taken concerted efforts in creating awareness about RailMadad amongst passengers. Faster and satisfactory resolution of grievances has resulted in restoring the faith of the passengers in the grievance redressal system which serves as an harbinger of hope during any inconvenience experienced by passengers during their train journey or while at railway premises.

As a result lots of passengers have now started using the Railmadad complaints mechanism. The total no. 75613 complaints have been resolvedin the current financial year 2022-23 till date when compared to 31450 complaints resolved during the previous financial year 2021-22 (Apr-Mar).

How RailMadad works?

RailMadad, the unified customer interface for grievance, enquiry, suggestion and assistance, provides passengers the choice to access the portal through multiple channels, namely, Web, App, SMS, Social Media and Helpline number (139) during the journey for expeditious resolution of their complaints.On registration of a complaint, a unique complaint number is generated and the status of the grievance is continuously monitored. Passengers also have the facility to track the status of their complaints using the unique reference number. 

Depending o­n the complaint’s nature, urgency and complexity the maximum time limit within which a case has to be resolved is predetermined.As the name suggests, RailMadad has come to the rescue of thousands of passengers during emergencies offering first response and subsequently the required assistance in minimum possible time. While all the departments work in perfect coordination to resolve complaints, it is the Security, Mechanical and Commercial wings that deploy field personnel, play a very crucial role and rush to the passengers’ aid during emergencies arising during travel.

Responding to o­nboard complaints is a very challenging task. RailMadad handles this meticulously, as it is integrated with the National Train Enquiry System (NTES) and other platforms like Integrated Coach Management System (ICMS).  Thus, when an o­nboard complaint is registered both the Train Running Railway and Train Owning Railway is alerted and the complaint is resolved within the earliest possible time. 

Suggestions module

Further, the Suggestions module of RailMadad is an innovative tool through which suggestions from various stakeholders are received and forwarded to concerned branch officers, who could use them as a guide to make future decisions.RailMadad is also used as a managerial tool to measure the efficiency of the subordinate units. Each Division/unit is committed to rectify the deficiencies in their system and offer quality service to the passengers.

Team RailMadad

RailMadad portal is monitored round the clock by a dedicated and efficient team of Officers, Controllers, Inspectorsat the Divisional-level, Zonal-level,Railway Board-level and also by the Engineers atCRIS(the Centrefor Railway Information Systems).The consolidated Team effort is driving theRailMadad portal to the realm of success.

It is noteworthy that RailMadad was awarded Silver-under category-II of National e-governance Awards “for excellence in providing Citizen Centric Delivery” during the 23rd National Conference o­n e-governance held at Mumbai in February 2020.

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