Rail Madad: How to Complain to Indian Railways and Get It Fixed
Rail Madad is Indian Railways’ complaint system, covering everything from a dirty toilet to overcharging by a vendor to a security concern. It works by phone, SMS, app and web, and every complaint gets an ID you can track. This guide covers which channel to use, how to write a complaint that actually gets acted on, and what to do if nothing happens.
One number to remember: 139. Indian Railways merged its separate helplines into a single integrated number. Older guides still list 138 and other numbers, but 139 now handles enquiries, complaints, security and medical assistance. If you remember nothing else from this page, remember 139.
Complain During the Journey, Not After
This is the single biggest factor in whether your complaint achieves anything.
A complaint raised while you are still on the train can be acted on immediately. Staff at the next station can be alerted, a coach attendant can be sent, a vendor can be checked. The same complaint filed a week later can only result in a note on a file.
So if something is wrong, raise it there and then. Take a photograph, note your coach and berth, and complain before you reach your destination.
The Four Ways to Complain
| Method | How | Best for |
|---|---|---|
| Phone | Dial 139 | Anything urgent, especially medical or security |
| SMS | Send MADAD followed by your complaint to 139 | Poor network, or when you cannot speak freely |
| App or website | Rail Madad portal or app | When you want to attach a photograph |
| On board | Speak to the TTE or coach attendant | Small problems that can be sorted immediately |
Complaints lodged on the web or app can be tracked on either. Those lodged by SMS or phone are tracked through the same channel you used.
How to Lodge a Complaint Online
- Open the Rail Madad portal or app.
- Log in, or continue as a guest user if you have no account.
- Enter your mobile number or email, and the OTP that arrives. The OTP is valid for a limited time, so use it promptly.
- Choose Train Complaint or Station Complaint.
- Enter your PNR for a train complaint, or the station for a station complaint.
- Pick the category and sub-category that fits.
- Describe the problem, keeping it under 1,000 characters.
- Attach a photograph if you have one. JPG, JPEG and PNG files are accepted.
- Submit. A unique complaint ID arrives by SMS.
Two limits to know before you start. A train complaint must be filed within a few days of your journey, since the PNR stops being accepted after that window. And once submitted, a complaint cannot be edited. If you get something wrong, you must file a fresh one.
What You Can Complain About
On a Train
| Medical assistance | Illness or emergency on board |
| Security | Harassment, theft, unauthorised passengers, refusal to file an FIR |
| Cleanliness | Toilets, washbasins, coach interior, pests |
| Coach maintenance | Broken windows or seats, faulty doors, leaking taps, unusual noises |
| Electrical | Air conditioning, fans, lights, charging points |
| Water | Packaged drinking water, toilet and washbasin supply |
| Bed roll | Dirty, torn, missing, or overcharged |
| Catering | Overcharging, food quality, hygiene, non-availability |
| Punctuality | Late running |
| Staff behaviour and corruption | Misconduct or demands for money |
At a Station
| Cleanliness | Toilets, platforms, waiting and retiring rooms, stalls |
| Facilities | Lifts, escalators, fans, lights, display boards, drinking water |
| Ticketing | Overcharging, touts, inadequate counters, ATVM problems, refunds |
| Catering | Overcharging, hygiene, quality |
| Security | Harassment, theft, nuisance, police conduct |
| Luggage, parcels and goods | Booking, delivery, overcharging, staff unavailability |
| Enquiry | Wrong information, announcement systems |
Writing a Complaint That Gets Acted On
The system routes complaints automatically to the responsible officer, so the more precisely you describe the problem, the better the routing works.
- Give the exact location. Coach number and berth, or platform number and the specific stall or facility.
- Attach a photograph. A picture of an overflowing toilet or an inflated bill does more than a paragraph of description.
- State the time. This helps identify which staff were on duty.
- Stick to one problem per complaint. Several issues bundled together get routed to one department and the rest fall through.
- Be specific about money. For overcharging, state what you paid, what the correct rate was, and whether you were given a bill.
- Keep it factual. The officer reading it needs to know what happened, not how angry you are.
What Happens Next
- You get a complaint ID by SMS straight away.
- The complaint is routed to the relevant field officials for the train or station concerned.
- You receive an SMS when action is taken.
- You can track the status through the portal or app at any time.
- The resolution SMS includes a feedback link, where you record whether you are satisfied.
If You Are Not Satisfied
A closed complaint cannot be reopened, which surprises many people. Your options are:
- Record your dissatisfaction in the feedback link, since this data is monitored and affects performance reporting for that train or station.
- File a fresh complaint with more detail, particularly if the first was closed without real action.
- Escalate to CPGRAMS, the central government public grievance system, which sits above departmental complaint channels.
- For refunds and compensation, use the dedicated routes rather than Rail Madad. See our guides on refunds and TDR and claims for lost or damaged goods.
Suggestions, Not Just Complaints
Rail Madad also accepts suggestions, on matters such as new trains, new stoppages, passenger amenities, freight services and technology. If you have a considered proposal for your route, this is the official channel for it.
Frequently Asked Questions
What is Rail Madad?
Indian Railways’ complaint and suggestion system, standing for Mobile Application for Desired Assistance During travel. It covers trains and stations, through phone, SMS, app and web.
What number do I call?
139, the single integrated railway helpline. It replaced the earlier separate numbers including 138.
How do I complain by SMS?
Send MADAD followed by your complaint to 139.
Can I complain without an account?
Yes. Use the guest user option and verify with an OTP sent to your mobile or email.
Can I attach a photograph?
Yes, in JPG, JPEG or PNG format. Photographs make a complaint considerably more effective.
Can I edit or reopen a complaint?
No. Complaints cannot be edited once submitted or reopened once closed. You can file a fresh one instead.
How long do I have to complain about a train journey?
Only a few days, since the PNR stops being accepted after a short window. File during or immediately after the journey.
What if my complaint is closed without being resolved?
Record your dissatisfaction in the feedback link, file a fresh complaint with more detail, or escalate through CPGRAMS.
Quick Summary
| Helpline | 139, for enquiries, complaints, security and medical |
| SMS | MADAD followed by your complaint, to 139 |
| Online | Rail Madad portal and app, guest login available |
| Attachments | JPG, JPEG, PNG |
| Length limit | 1,000 characters |
| Editing | Not possible once submitted |
| Reopening | Not possible once closed, file fresh instead |
| Best timing | During the journey, not after |
Rail Madad works better than its reputation suggests, provided you complain at the right moment and give enough detail to route it properly. Save 139 in your phone before your next journey. For more, see our guides on railway helpline numbers, food overcharging rules, and medical facilities on trains.
Have you filed a Rail Madad complaint? Tell us in the comments whether it got resolved, since readers often ask if it is worth the effort.