Indian Railways officials claim that the WhatsApp helpline number that they introduced a week back has been flooded by the forwards and friendship day wishes. The helpline number was introduced so that the public can easily lodge a complaint against any lack of cleanliness at railway stations. According to a report by The Indian Express, the helpline has just received 25 complaints on Central and Western Railway. But in addition to the complaints, users sent WhatsApp messages wishing good morning, good evening, and more along with devotional messages, and amusing Hindi poems. The users got a considerable amount of such messages instead of actual complaints.
To recap, Railways launched helpline numbers for both the Central Railway as well as the Western Railways on July 31, 2018. These numbers were introduced to streamline the complaint and redressal process where instead of logging the complaint with the station master who would log them in the complaint book for that particular station. Instead, this would centralize the complaints and then allow the railway to quickly take actions. According to the report, as part of the complaint, users can click the pictures of the unclear portions of the station. Railways have assigned a dedicated staff round-the-clock to keep a check on these complaints.
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Talking about how WhatsApp helpline helps with streamlining the complaint process is that they send all the complaints to the control department which then forwards the complaint to the concerned staff in addition to the respective station master.
According to the report, senior Railways staff has instructed the staff to delete such messages. Talking about the messages the official pointed out that the most repeated messages include the ones which ask the sender to forward to 15 other people for good luck.