Rail Madad Complaint: How to File by 139, App or SMS

A Rail Madad complaint is the official way to report a problem during an Indian Railways journey. You can file it by calling 139, using the Rail Madad app or website, or sending an SMS. According to RailMitra’s guide, you will need your PNR for train complaints.

How to file a Rail Madad complaint

The phone route is the most used. An IndiaAI report from July 2024 says helpline 139 accounts for over 58 percent of complaints. The portal as a whole handles over 10,000 grievances a day.

On the phone, the voice menu directs you. Press 4 for general complaints, 5 for vigilance, 6 for parcel and goods, 7 for IRCTC-operated trains and 1 for security or medical emergencies. Then press star to reach a customer care executive. The line works in 12 languages.

Using the app or website

First, create an account or log in. Then verify with the one-time password sent to your mobile or email. The OTP expires after 15 minutes, so enter it quickly.

Next, choose Train Complaints or Station Complaints. Describe the issue and attach photos if you have them. Photos must be in .jpg, .jpeg or .png format. Because submitted complaints cannot be edited, read your text once before sending.

Complaint by SMS

Send the word MADAD followed by your complaint to 139. This route suits poor data coverage, for example inside a tunnel or on a rural stretch. However, an SMS complaint can only be tracked through the same channel.

What to keep ready

• Your PNR number, entered within five days of your boarding time.
• Coach and seat or berth number.
• A short, factual description in under 1,000 characters.
• Photos of the issue, if safe to take.

Also note the time and place. A complaint such as “AC not working in coach B2, since Kota” is far easier to act on than “AC bad”.

Tracking, feedback and limits

Complaints filed on the app or website can be tracked on either one with the Track Complaint option. For phone complaints, press 9 on the voice menu. After resolution, you can leave feedback through a link.

One limit to note: the guide says a complaint cannot be reopened if you are unhappy with the result. So file a fresh complaint with fuller details if the first fix was not enough. We could not open the official Rail Madad site during our checks, so confirm the menu options inside the app.

Which problems belong on Rail Madad

The portal accepts train complaints, station complaints and general complaints. It also takes vigilance complaints, parcel and goods queries, and IRCTC train queries. For example, you can report a dirty toilet, a broken charging point, poor food quality or a staff behaviour issue.

It also accepts suggestions, such as requests for a new train, an extra stoppage or better passenger amenities. So it is not only for things that went wrong. A short, polite suggestion with a clear reason is more likely to be read than a long rant.

Which channel should you pick?

Use the phone when you need quick human help on the move, for example in a medical or security emergency. Press 1 for those. However, use the app or website for ordinary faults, because you can attach photos and track progress from one place.

Use SMS only when data is poor. Because SMS and phone complaints can be tracked only on the same channel, note the complaint reference you receive. Then use it each time you follow up.

If your problem is a refund

Rail Madad is for service problems. For missed trains or refunds, use the TDR route instead. Our guide to filing an IRCTC TDR explains when and how.

FAQ

What is the Rail Madad complaint number?

It is 139, the all-in-one railway helpline. It accepts calls and SMS, and covers general, vigilance, parcel and security queries.

Do I need a PNR to complain?

For train-related complaints, yes. The PNR must be entered within five days of your boarding time.

Can I edit or reopen a complaint?

No. Submitted complaints cannot be edited, and a resolved one cannot be reopened. File a new complaint instead.