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Complaint Web Portal & Mobile App

Passenger Friendly "Customer Complaint Web Portal and Mobile App" :

Passengers can also Lodge their Complaints Through ‘Sms’

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.



Complaint Releated Topics