HT Bureau
GUWAHATI, Aug 1: The Northeast Frontier Railway (NFR) has intensified its focus on passenger satisfaction by ensuring prompt redressal of grievances through a robust 24×7 support system, according to an official statement issued on Friday.
In line with Indian Railways’ commitment to responsive and transparent service, NFR has been actively addressing issues raised by passengers via the Railway Helpline Number 139 and the ‘RailMadad’ platform—an integrated complaint resolution system launched in 2019.
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The platform consolidates grievances received through its website, mobile application, and helpline for efficient redressal.
To streamline operations under the RailMadad system, NFR has established dedicated war rooms at its headquarters and divisional offices.
These units are manned round-the-clock by officials from all relevant departments to ensure real-time resolution of complaints, including coach cleanliness, toilet hygiene, electrical faults, bed roll availability, and overcharging of food and beverages.
The railway zone successfully resolved a record 1.79 lakh complaints during the financial year 2024–25.
Among these, 4,487 passengers received medical assistance onboard and at stations through the RailMadad system, with timely intervention by railway medical teams comprising doctors and nursing staff.
The statement further said that these initiatives underscore NFR’s ongoing efforts to create a more inclusive and passenger-friendly environment by focusing on critical services and strengthening grievance redressal mechanisms.
