You may call 139 to complain

Sir,

I want to bring to the common man’s notice how much our Railways has improved in handling grievances and complaints, based on my recent travel experience. I travelled from Madurai to Mysuru on 21.7.2024 by Tuticorin Express Train, holding a second-class normal sleeper reservation.

When I boarded the train, the compartment was full of unreserved passengers, many of whom were sitting near the doors and toilets, making it difficult for reserved passengers to use the facilities. Additionally, they were listening to   music and watching movies at high volumes.

During the TTE (Travelling Ticket Examiner) inspection, I raised this issue but found the TTE was helpless as he was alone, and the number of unreserved passengers was equal to or greater than that of the reserved passengers in the coach.

He tried his best to deboard them but was unsuccessful, as the passengers were playing a cat-and-mouse game by switching compartments. The TTE suggested I raise an online grievance, which I did immediately by calling 139 and explaining the situation.

To my surprise, I promptly received an acknowledgement message and a reference number for my complaint. Soon after, I received a call from an RPF (Railway Protection Force) Officer, who introduced himself politely and assured me that the unreserved passengers would be deboarded at the next station.

As promised, the unreserved passengers were deboarded in batches at the next station. I also received calls at subsequent stations from other RPF Officers, who inquired whether my journey was now comfortable and if any further assistance was required.

To ensure my satisfaction, RPF Officers visited my coach, checked the situation personally, and had me acknowledge   online that the grievance had been resolved.

What an amazing service from the RPF team! We don’t often see such speedy grievance redressal even from big corporations or institutions. Kudos to our Railway Protection Force and the Railway Department.

I encourage passengers facing issues during their journey to use this facility to make their travel more comfortable. Whether the train or toilet is dirty, there’s no water, rude co-passengers, or any other issue, just call 139 and specify your complaint. The RPF team will be at your service.

Mission statement of RPF

We shall: • Protect and safeguard Railway passengers, passenger areas and Railway property. • Ensure the safety and security of the travelling public and boost their confidence in the Indian Railways.

RPF has truly lived up to its mission statement. Once again, kudos to the Railway Protection Force. I wholeheartedly appreciate their hospitality.

— K. Anil Kumar

Mysuru

22.7.2024