How to File Complaint on Indian Railways Online

Something went wrong during your train journey — dirty coach, non-functioning AC, rude TTE, overcharged by pantry car, security concern. Indian Railways has multiple channels for complaints, and they actually respond. Here's how to file one effectively.

Rail Madad — The Primary Complaint Platform

Rail Madad (railmadad.indianrailways.gov.in) is the official grievance portal for Indian Railways complaints. It's the most effective channel with tracked resolution.

How to File on Rail Madad

1. Visit railmadad.indianrailways.gov.in or download the Rail Madad app
2. Click "Register Grievance"
3. Select complaint type:

- Coach/Cleanliness - Electrical/AC - Water availability - Staff behavior - Food/Catering - Security - Punctuality - Refund/Booking issues - Other

1. Enter your PNR number and journey details
2. Describe the complaint clearly
3. Attach photos/videos if you have evidence
4. Enter your mobile number for updates
5. Submit

You'll receive a complaint number via SMS. Use this to track status.

Response Time

Rail Madad complaints are typically acknowledged within 1-2 hours and resolved within 72 hours for on-train issues. Station-level and policy-level complaints may take longer.

For urgent issues (AC failure, security threat, medical emergency), Rail Madad escalates to the train's control room immediately.

Other Complaint Channels

Call 139

Dial 139 and select the complaint option. Describe your issue to the agent. A complaint is registered and tracked. Useful when you don't have internet access.

SMS to 139

Send an SMS to 139 with your complaint. Format: "COMPLAINT PNR ". You'll get a confirmation and tracking number.

Social Media

Twitter/X: Tweet to @RailMinIndia or @IRCTCofficial with your complaint and PNR. Social media complaints get surprisingly fast responses — railways have a dedicated social media monitoring team. Format: "Train 12301, Coach B3, AC not working since Allahabad. PNR: 4521389765. @RailMinIndia @IRCTCofficial"

IRCTC Customer Support

For booking-related complaints (refund issues, double charges, website errors):

• Email: care@irctc.co.in


• Include: PNR, transaction ID, description, screenshots

Station Complaint Book

Every station has a physical complaint book at the Station Master's office. Write your complaint, get an acknowledgment, and it's forwarded to the Divisional Railway Manager.

What to Complain About (With Tips)

Dirty Coaches

• Take photos before filing the complaint
• Mention specific issues: toilet unclean, garbage not collected, berths dirty
• Complaints during the journey trigger immediate cleaning action

AC Not Working

• Report to the TTE first (they can contact the AC technician)
• If not resolved, file on Rail Madad
• You're eligible for a fare difference refund (file TDR)

Staff Misbehavior

• Note the employee's name and badge number
• Describe the incident factually
• If possible, have a witness

Overcharging

• Keep receipts (pantry car, e-catering, porter charges)
• Compare with the official rate chart (displayed in pantry car)
• Take photos of both the receipt and rate chart

Security Concerns

• Theft, harassment, suspicious activity
• Call 139 immediately for urgent issues
• RPF (Railway Protection Force) responds to security complaints
• Women's helpline: 182 (for harassment on trains/stations)

Writing an Effective Complaint

Bad complaint: "Food was terrible and service was bad."

Good complaint: "On Train 12951, Date 26-March-2026, PNR 4521389765, the dinner served in Coach B3 at approximately 9:30 PM was cold and the chapati was stale. The pantry staff was informed but did not replace the meal. Attached photo of the meal served."

Key elements:

• Specific details: Train number, date, coach, time


• Factual description: What happened, not how you felt


• Evidence: Photos, videos, receipts


• PNR number: Links your complaint to your journey


• Contact number: For follow-up

Tracking Complaint Status

On Rail Madad, enter your complaint number to see:

• Registered: Complaint received


• Under Action: Being investigated


• Resolved: Action taken (details provided)


• Closed: Final status after your feedback

If you're not satisfied with the resolution, you can reopen the complaint or escalate it.

Do Complaints Actually Work?

From experience: yes, for immediate issues. I've filed complaints about dirty toilets on Rail Madad and seen cleaning staff arrive within 30 minutes at the next station. AC complaints get escalated to the maintenance team immediately.

For systemic issues (chronic delays, route problems), individual complaints contribute to a pattern that railway management reviews during operational meetings.

The key is filing complaints through official channels and providing specific details. Venting on social media without tagging the right handles or using official portals doesn't create a trackable record.

Check your train details on indianrail.app and keep your PNR handy — it's the most important piece of information for any complaint filing.