Indian Railways acts upon 3,000 tweet complaints daily

Indian Railway's twitter handle has become a contact point between the Railways a commuters which has proved to be a big boon, said a senior Railway Board official.

By: PTI | Mumbai | Published:June 8, 2017 7:34 pm
Indian Railways, Indian Railways news, Suresh Prabhu, Complaints against Indian Railways, India Railways news, Indian Railways twitter handle, India news, National news, Latest news, “Twitter has proved to be a powerful medium and met our needs. It gives me satisfaction when we are able to make journeys better by our intervention,” said a railway official.

The Railway Ministry’s Twitter handle @RailMinIndia, which boasts of 2.7 million followers, has become an effective tool to redress passenger grievances, and acts upon 3,000 complaints daily, according to officials.

Also, the social media platform has become a contact point between the Railways a commuters which has proved to be a big boon, said a senior Railway Board official in an interaction with a group of journalists from Mumbai, who were invited to Delhi on the initiative of the Railway Minister Suresh Prabhu.

Soon after Prabhu took over as the Railway Minister in the Narendra Modi government, he initiated to set up a department to work exclusively on social media interaction in July 2015.

The Ministry’s Twitter handle has logged 3.78 lakh tweets so far.

“Our team gets around 6,500 mentions per day in which around 3,000 mentions are in the form of complaints. We are immediately notified about the new tweet and our team chips in to address the complaints after the initial verification of the passengers. Then we forward the messages to divisions concerned for further action,” said the official who did not wish to be named.

We have a dedicated team of 150 staffers across 68 divisions of the Indian Railways who not only keep a close watch on passenger messages on the social media round the clock, but also ensure that passengers woes are solved within the stipulated time or say within 30 minutes, he said.

We do not only make sure that their problems are addressed but also try to reach the passengers to inform that what action has been taken on his/her complaint, he added.

Advocating this social medium, Prabhu too in a statement, said, “We were looking for a common and transparent tool to establish contact in real time with our passengers so that we can redress their grievances.”

“Twitter has proved to be a powerful medium and met our needs. It gives me satisfaction when we are able to make journeys better by our intervention. I also keep an eye on the Twitter handle. This gives me a feedback on our services and helps us to improve,” the minister added.

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  1. R
    rajendra barve
    Jun 14, 2017 at 5:28 pm
    I have booked reservation ticket of family for 7 11 2016 BCT to BRC boarding BVI for 12927 train Vadodara exo from Vishwamitri corner As per form. But due to mistake of clerk he enter data I. e. BVI to BRC boarding BVI and issue ticket
  2. B
    Bishwanath Bhattacharya
    Jun 10, 2017 at 1:00 am
    I am a retired Rly. Officer, e-mailed you about my grievances as many as 9 times, the last reminder was sent on 5.5.17. Every time the same was forwarded to other officials but neither anything has been done to sort out the grievances nor anything has been heard from them after that. I am doubtful if I would get justice before my death so I make this effort to draw your kind attention to the same with the hope of sorting them out as early as possible. Thanking you ..B.N.Bhattacharya, Retd. Sr. System Analyst/CLW/Chittaranjan. ( Mob : 08902293487)
  3. A
    Alpesh Tank
    Jun 9, 2017 at 10:03 pm
    Gone are the days when there were dirty coaches, poor services and pathetic food. Now are the days where services are appreciated. Keep improving...
  4. B
    Bankimchandra Shah
    Jun 9, 2017 at 2:36 pm
    I read the article and congratulate Railway Minister Mr. Prabhu and his officers who are attending the grievances of the passengers in large numbers on Twitter and solving them within 30 minutes. It is an achievement because more than 1.50 crores people travel daily in railway. Recently my daughter in law travelled in Pune Hyderabad Satabdi express. She was much pleased with the services and quality of foods. What else passengers wish in travel ? Now I rarely travel in train but wish to compare old journey with the present day facilities. In 2014 PM selected his team everybody knew no other than Mr. Prabhu can be right candidate as Railway Minister. Railway is introducing new trains with high speed and all the facilities for passengers is welcome step. But I regret that certain mischievous elements steals the things and damages the seats & toilets. Kindly keep close watch and punish the culprit. With regards, Bankimchandra Shah.
  5. S
    satendra singh
    Jun 9, 2017 at 11:26 am
    Very poor satuation createe that some passenger and missunderstanding for this, inDian railway are incompleted complane and didn't work of 50 complane as that acording to the sorce,
  6. H
    Harish Haridas
    Jun 9, 2017 at 9:33 am
    Excellent.....should try for continuous improvement by adopting anese technques ofsuch as Gemba Kaizen
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