Zee Media Bureau
New Delhi: Interestingly, Indian Railways has released a list of dos and don'ts for all those passengers who promptly tweet to the Railway Minister to get a problem resolved before approaching the designated grievance redressal system.
Railways has made its grievance redressal system social media-sensitive and complaints are handled promptly. Here are the dos and don't that Railways has released for getting an issue resolved:
1) Try to resolve the problem by contacting official helpline
2) Be specific in your request so that Railways can help you quickly
3) Send details like Coach number, berth number, PNR number, date of travel and phone number by Direct Message
4) Use the following hashtags so that handling of request gets easier: For medical assistance send #medicl. For catering amenity write #catg. For IRCT ticketing write #ircts. For security help write #security.
6) Please attend to phone calls when a Railway official seeks to help you
7) Please watch out for tweets from Railways in response to your tweet
8) If you are seeking refund of tickets, give ticket cancellation details
9) Please give feedback if your problem has been resolved
1) Please refrain from sending prank tweets to Railways
2) Do not switch off your phone after sending the tweet
3) If network connectivity is unavailable, please request someone to monitor response from Railways and inform you
These are the following helpline numbers of Indian Railways one can approach for help:
Helpline number 138: For medical emergency, cleanliness, catering, coach maintenance, linen etc.
Helpline 139: For PNR status and train timing enquiry
Helpline 182 and Helpline 1800111322 : For theft, left behind luggage, harassment of lady passengers, unauthorised persons traveling in ladies coach, and coach meant for differently-abled passengers
Helpline 180011121- For catering issues, quality and price of food items