In the interest of Rail Users/Passengers, Indian Railways have launched a new service, which provides a passenger an opportunity to lodge complaint/grievances against any service by the Railways through SMS.
In view of the above, East Coast Railway has introduced SMS based Passenger Complaint/Grievances Redressal Facility for the Rail Users. Now, Rail Users can send their Complaints through SMS from their Cell Phones to 094375 53815.
The Complaints may be lodged in the following format.
The Rail Users or Passengers have to key in his 10 Digit PNR Number or 08 Digit Ticket Number, followed by a coma (,) and then the text of the Complaint. For example:
01.“1234567890 (PNR No/Ticket No.), while travelling by 12345 (Train Number) on Jan 20 (Date), I found that there was no water in the coach.”
02.“At XYZ (Station Name), on Jan 15 (Date), the booking Counter No. 2 was not opened at 08.15hrs. It was very difficult to buy a ticket.”
The text message should include PNR/Ticket Number and should be limited to 160 characters. The SMS Complaints will be registered with ECoR immediately and acknowledged by giving you a registration number. Remedial action will be initiated with intimation to the said passenger/Rail User. However, this service is not Tool Free.
It may, however, be noted that, for the purpose of Train Enquiry/Reservation related enquiries, etc., the unique 03 digit contact number 139 continues to function on all India basis.
