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Complaint Management System - New initiative of Indian Railways
Posted on: 14/Mar/2015 9:57:22 AM
Shri Suresh Prabhakar Prabhu, Hon’ble Union Railway Minister recently inaugurated a Complaint Management System (COMS) portal at Rail Bhavan in New Delhi. A new initiative of Indian Railways to make itself more responsive to customer complaints, this 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 URL ‘www.coms.indianrailways.gov.in’.
- An SMS based complaints and suggestions application on the no.9717630982.
- A link to Centralised Public Grievance Redress and Monitoring System (CPGRAMS) will also be provided.
Mobile App
- Indian Railways have launched the first mobile phone App for registering passenger complaints.This App is on the Android platform.
- This mobile App has been implemented using Android 2.3.3 (and above) platform and would be made available for Windows Phone 8.1 (and above).
- This mobile App uses the latest technology viz. HTML5, JavaScript, CSS3.1
- This mobile App can be downloaded from Google Play Store.
- A fast and user-friendly-structured interface has been provided to register complaints.
- Complaints will be provided with a unique complaint ID number and complainants can use this unique ID number to track the progress of 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 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 and SMS (9717630982).
Web based Complaint Management Application
- Passengers can also register complaints through the Web.The complainants will be assigned a 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 zone wise, division wise, type wise filters will enable effective monitoring at the administrative end.
- The COMS portal is also available in Hindi.
- SMS based Complaint Management Application
- Complaint or suggestion can be sent as free flow text as SMS to the number 9717630982.Complaints will be assigned a unique complaint ID number which can be used for tracking.Furthermore, a new customer helpline number 138 is functional 24 x 7 for the benefit of railway passengers.This number can be used to register voice complaints relating to cleanliness, food & catering, coach maintenance, medical emergency, linen etc.Travelling public can make use of this facility to serve them better and efficiently.
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