Indian Railways on Monday became the first company in the country to provide customer complaint services on a mobile app besides providing the facility online by launching a complaint management system (Coms). Also Read - Railway Budget 2015: Mobile phone charging facilities in general class to be introduced
The Coms comprises the mobile app, an online portal backed by a centralized grievance redressalmonitoring system and a mobile network messaging facility. “Passengers can also SMS their complaints on the mobile number,” the railway authorities said in a statement. Railway Minister Suresh Prabhu on Monday said the app and the web portal will act as a suggestion forum as the complaint can be tracked once the supplicant registers with the app or online. Also Read - New Delhi railway station to get Wi-Fi from today
He said the railways welcome suggestions from people to further improve passenger services and valuable suggestions on this newly launched portal can be incorporated in all possible ways, if found suitable. Indian Railways said the mobile app was launched on the Android platform and will be soon available in Windows phones. “Complaints will be provided with a unique complaint ID number (and) complainants can use the unique ID number to track progress of complaints,” the authorities said.