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NFR boosts passenger satisfaction through 24x7 support and Grievance Redressal 8/1/2025 10:33:37 PM Early Times Report Maligaon, Aug 1: With a strong commitment to passenger satisfaction and service excellence, Northeast Frontier Railway (NFR) has been making spirited efforts at real time resolution of issues faced by passengers on board trains and at railway stations reported through the 24x7 Railway Helpline Number 139 and the RailMadad Portal. Recognizing the importance of timely resolution of passenger issues, Indian Railways launched the ‘RAILMADAD’ platform in 2019, It is a centralized system that consolidates complaints from multiple channels for prompt, transparent redressal. Passengers can access support via the website (https://railmadad.indianrailways.gov.in) the mobile App.or Helpline 139 reflecting Indian Railways commitment to responsive, passenger friendly service. In NFR, robust systems have been set up for timely response & resolution of RailMadad complaints. War rooms have been set up at NFR Headquarters & divisional offices, which are manned round the clock by concerned officials of all departments, who carry out real time redressal of various complaints including issues pertaining to coach cleanliness & toilets, electrical equipments, bed roll or complaint of overcharging of food & beverages. The success of these efforts is visible from the fact that record number of 1.79 lakh complaints have been successfully resolved by NFR during the year 2024-25. This also includes medical assistance extended to 4,487 passengers through the RailMadad platform with prompt and professional care delivered by dedicated doctors and compassionate nursing staff. This reflects NFR’s robust response mechanism and unwavering commitment to passenger wellbeing. NFR is dedicated to creating a more responsive, inclusive and passenger friendly railway system. By focusing on essential services like medical assistance and transparent grievance redressal, NFR continues to uphold its core values of care, connectivity and continuous improvement for the millions who depend on its network.   Share This News with Your Friends on Social Network     Comment on this Story

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