Mangaluru, Mar 19, 2015 : The Indian Railways have introduced ’Complaint Management System (COMS)’ , to make railways more responsive to customer complaints. Union Railway Minister Suresh Prabhu inaugurated the COMS portal at Rail Bhavan in New Delhi recently.
COMS portal consists of a web based complaints and suggestions application on URL ’www.coms.indianrailways.gov.in’, an SMS based complaints and suggestions application on the No 9717630982 and a link to Centralised Public Grievance Redress and Monitoring System.
The mobile app has been implemented using Android 2.3.3 (and above) platform and would be made available for Windows Phone 8.1 (and above). The app can be downloaded from Google Play Store. Complaints will be provided with a unique complaint ID number and complainants can use this unique ID number to track the progress of complaints. The mobile app is linked to the Complaint Management portal of Indian Railways where complaints can be registered through Web (www.coms.indianrailways.gov.in) and SMS (9717630982). Passengers can also register complaints through the Web. The complainants will be assigned a unique ID number with which they can track the progress of complaints.
Complaint or suggestion can be sent as free flow text as SMS to the number 9717630982. Complaints will be assigned a specific complaint ID number which can be used for tracking.
The complaints, registered through mobile app, web and SMS will be auto assigned to the concerned railway functionary for redressal. A new customer helpline number 138 is functional 24 x 7 for the benefit of railway passengers. This number can be used to register voice complaints relating to cleanliness, food & catering, coach maintenance, medical emergency, linen etc. The passengers are requested not to call on this number for inquiry normally available on calling "139".