Passenger Friendly "Customer Complaint Web Portal and Mobile App"

Passengers can also Lodge their Complaints Through ‘Sms’

• The passengers who want to complaint or make any suggestions may download the Mobile App from the URL http://www.coms.indianrailways.gov.in/.
• The passengers can also file their complaints and suggestions on the web page http://www.coms.indianrailways.gov.in/. The passengers can also SMS their complaints on mobile number 9717630982.

The 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 URL http://www.coms.indianrailways.gov.in/.
• A SMS based complaints and suggestions application on the number 9717630982.
• A link to Centralised Public Grievance Redress and Monitoring System (CPGRAMS) will also be provided.

Mobile Apps :

• Indian Railways are launching the first mobile phone App for registering passenger complaints.
• 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 http://www.coms.indianrailways.gov.in/ and SMS to 9717630982.

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.

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.