6 March 2015

Indian Railways Launches ‘Customer Complaint Web Portal and Mobile App’

As announced in the Railway Budget, Ministry of Railways has launched a ‘Customer Complaint Web Portal and Mobile Application’ (android/windows based mobile App). 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 they have registered o­n this portal with the help of mobile App.

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.

1.Mobile Apps

§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 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 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).

2.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.

3.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.

As announced in the Railway Budget, Ministry of Railways has launched a ‘Customer Complaint Web Portal and Mobile Application’ (android/windows based mobile App). 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 they have registered o­n this portal with the help of mobile App.

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.

1.Mobile Apps

§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 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 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).

2.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.

3.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.