Report a train or station service problem through RailMadad, then keep the complaint reference to check the response. For urgent railway security or medical assistance, call 139 and tell available railway staff what has happened.
A RailMadad complaint and a ticket refund request serve different purposes. Even after reporting a disrupted journey, you may need to cancel the ticket or submit a Ticket Deposit Receipt claim before the relevant deadline.
Key Highlights
- Choose the train or station complaint option.
- Keep journey and location details ready.
- Save the reference issued after submission.
- Handle any required ticket cancellation or refund claim separately.
File a RailMadad Complaint Online
The official RailMadad portal separates Train Complaints from Station Complaints. Choose the option for the place where the incident occurred.
For an onboard problem, open the RailMadad train complaint form and work through these stages:
- Mobile verification: Supply your number and enter the OTP sent to it.
- Journey details: Select the applicable PNR or UTS option. Fill in the train information shown for that ticket type.
- Incident details: Enter the date, explain the problem, and choose its category and subtype. Include the coach and berth or seat number where relevant.
- Submission: Add supporting files if available. Review the entries before sending the complaint, then save the acknowledgement.
The upload field accepts PDF, JPG, JPEG, PNG, and MP4, up to 5 MB.
If a washroom has no water, give the coach number and the time you noticed it.
Passenger Safety and Assistance Through 139
When someone needs security or medical assistance, call 139. Start with the problem and where it is happening. The TTE, coach staff, or station staff can also be alerted directly.
Useful information for the call includes:
- Train number and the latest station passed, if known.
- Coach and berth number, or the station platform.
- The type of assistance required.
- A number on which you can receive a return call.
The Railways’ integrated helpline announcement records the merger of security helpline 182 into 139. The current RailMadad homepage also identifies 139 for security and medical assistance.
Avoid taking risks to record an incident; give staff the information already available and follow their directions.
Refunds, Cancellations and TDR Claims
A complaint about the journey does not complete the ticket-refund process. Do not wait for the grievance response if a cancellation or TDR deadline is approaching.
The IRCTC refund and TDR rules set out different routes according to what happened:
| Situation | Relevant Action |
| You choose not to travel | Cancel through the applicable booking process within its deadline |
| The train is fully cancelled, and you hold an e-ticket | Refund is processed automatically under the applicable rules |
| The train is over three hours late at your boarding station, and you do not travel | Submit an eligible online TDR before actual departure |
| Cancellation or TDR filing cannot be completed | Contact IRCTC ticket support |
TDR stands for Ticket Deposit Receipt. The concerned Zonal Railway assesses the claim and decides the admissible refund. A RailMadad acknowledgement is not confirmation that money will be returned.
For problems with filing, IRCTC’s official contact page provides eQuery support and the India helpline 14646. Counter tickets and special cases may need different procedures.
Track Your Complaint and Follow Up
Open “Track your Concern” on RailMadad. Use the reference number and complete any verification requested to view the recorded action.
If the complaint is closed but the problem continues, explain the unresolved part through feedback or a call to 139. Have the reference and previous response ready.
RailOne also provides access to RailMadad. The Railway Ministry’s reply to Parliament confirms that passengers can file complaints, track progress, and give feedback through the app.
Use the complaint record for service follow-up and the ticket transaction for refund follow-up. Save 139 before your journey, and follow India Focus Daily for verified passenger-service information.
FAQs
Can I complain without a reserved-ticket PNR?
The train complaint form offers a UTS option as well as PNR details. Choose the one matching your ticket, or call 139 for help with filing.
Can I use RailMadad without a smartphone?
Yes. A call to 139 works without the app or website. Explain the problem and location, and keep your contact and journey details ready for staff.
Does a RailMadad complaint automatically get my fare refunded?
No. You must follow the refund procedure for your ticket. Check whether cancellation or a TDR is required, and complete it before the applicable filing deadline.
What should I do if a closed complaint remains unresolved?
Keep the reference and earlier reply. When giving feedback or calling 139, identify the problem that remains so your follow-up clearly relates to the original complaint.
Can I upload a video with my complaint?
Yes. The form supports MP4 files up to 5 MB. Include footage of the reported issue, but contact staff first if the situation needs urgent assistance.
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