Date: 2026-03-25Category: Press ReleaseState: Union GovernmentCountry: India
RailMadad Enhances Passenger Convenience with Integrated Grievance Redressal Across Helpline 139, Web, App and SMS, with Provision for Feedback & its Resolution
**Executive Summary**
This report outlines Indian Railways' initiatives to enhance passenger experience through the RailMadad grievance redressal system and the diversification of onboard catering. It details measures taken to curb overcharging and the introduction of regional cuisines following Commercial Circular No. 25 of 2022. Key highlights include the imposition of ₹2.6 crore in fines for catering deficiencies over three years and the deployment of digital tools for transparency as of March 25, 2026.
**Key Points / Main Content**
**RailMadad Grievance Redressal**
* RailMadad serves as an integrated platform for passenger grievances, inquiries, and assistance.
* Passengers can access redressal via multiple channels: Helpline 139, the RailMadad website, a dedicated mobile app, and SMS.
* The system includes a provision for passengers to provide feedback on the resolution of their complaints.
**Catering Quality and Overcharging Controls**
* Indian Railways serves 58 crore meals annually with a complaint rate of approximately 0.0008%.
* To prevent overcharging, the Railways has implemented the use of Point of Sale (POS) machines for cashless billing and mandatory rate stickers on water buckets and tea urns.
* Passengers receive SMS links containing menus and tariffs to ensure awareness of prescribed rates.
* Staff accountability is maintained through QR code-enabled Identity Cards and the distribution of information pamphlets to travelers.
* Strict punitive measures are enforced, including fines for overcharging and legal action by Government Railway Police in cases of staff misconduct or assault.
**Regional Cuisine Initiatives**
* Under Commercial Circular No. 25 of 2022, IRCTC has been granted flexibility to customize menus with regional cuisines, seasonal delicacies, and health-focused options like millet-based products.
* Menu changes are driven by passenger feedback to offer a personalized cultural experience.
* Specific regional items introduced include Dalma (Odisha), Set Dosai (Tamil Nadu), Vada Pav (Maharashtra), and various Ragi-based items in Madhya Pradesh.
**Impact Analysis**
**Passengers**
**Impact**
Passengers benefit from increased transparency in food pricing, diverse culinary options reflecting local cultures, and an accessible multi-channel system for resolving issues.
**Action Required**
Passengers should utilize the RailMadad platform to report grievances and refer to the digital tariff links provided via SMS to verify meal prices before payment.
**IRCTC and Onboard Catering Staff**
**Impact**
Catering providers are subject to stricter monitoring through digital billing, inspection drives, and identity tracking, with significant financial penalties for non-compliance.
**Action Required**
Staff must use POS machines for all transactions, wear QR-enabled IDs, and adhere strictly to the customized regional menus and prescribed price lists.
**Government Railway Police (GRP)**
**Impact**
The GRP is responsible for maintaining safety and order regarding interactions between staff and passengers.
**Action Required**
The GRP must take prompt legal action against catering staff in reported instances of assault or criminal deficiency in service.
Key Entities Referenced
RailMadad: The integrated grievance redressal mechanism of Indian Railways providing a platform for passenger assistance, inquiries, and complaints across multiple digital and telephonic channels.
Indian Railway Catering and Tourism Corporation Ltd. (IRCTC): The entity mandated to design and customize train menus, including the introduction of regional cuisines, seasonal delicacies, and health-focused food options.
Commercial Circular No. 25 of 2022: A policy document issued by the Ministry of Railways granting IRCTC the flexibility to diversify and personalize food offerings for passengers.
Shri Ashwini Vaishnaw: The Union Minister for Railways, Information & Broadcasting and Electronics & Information Technology who presented these initiatives in the Lok Sabha.
Ministry of Railways
RailMadad Enhances Passenger Convenience
with Integrated Grievance Redressal Across
Helpline 139, Web, App and SMS, with Provision
for Feedback & its Resolution
Indian Railways Boosts Traveller Comfort with Regional
Cuisine; Passengers Enjoy Thepla in Gujarat, Machher Jhol in
West Bengal, Medu Vada in Karnataka, Indori Poha in
Madhya Pradesh, and Pyaz Kachori in Rajasthan
Posted On: 25 MAR 2026 5:35PM by PIB Delhi
RailMadad is Indian Railways grievance redressal mechanism that provides passengers an integrated
platform for grievances, assistance and inquiry. In RailMadad, passengers can seek redressal through
multiple channels such as Helpline number-139, RailMadad Web, App and SMS. RailMadad also allows
passengers to share feedback on the resolution of their grievances.
Indian Railways serves nearly 58 crore meals annually across its trains, with complaints averaging only
about 0.0008%, which includes complaints related to overcharging. Following inquiries into these
complaints, fines amounting to ₹2.6 crore have been imposed over the past three years. During the year
2025, 3 incidents of assault on railway passengers by Pantry Car staff have been reported. Legal action
has been taken against the Pantry Car staff by the respective Government Railway Police.
Indian Railways continuously endeavour to make available food items to the travelling passengers as
per the prescribed rates. Necessary steps are accordingly taken by Indian Railways from time to time to
ensure the same. Following steps have been taken by Railways to curb overcharging in trains:
SMS is sent to passengers with a link of menu and tariff to make them aware of rates.
Installation of Point of Sale (POS) machines for billing and cashless payments.
Conducting awareness campaigns to promote billing and curb overcharging.
Rates stickers on Packaged Drinking Water (PDW) Buckets and Tea/Coffee urns.
Introduction of e-pantry service in Mail/Express trains to facilitate passengers to book meals
through an online module.
Implementation of QR code enabled Identity Cards to onboard catering staff.
Distribution of pamphlets to create awareness regarding the rate of catering items and Packaged
Drinking Water bottles.
Special Inspection Drives to check overcharging and billing issues.
Imposition of suitable penalty in cases of overcharging, if any.
In case any such incident in trains is reported, prompt and appropriate punitive action is taken
against the service providers for deficiency in service.Regional Cuisines in Trains:
The Ministry of Railways vide Commercial Circular No. 25 of 2022 has given IRCTC flexibility to
Indian Railway Catering and Tourism Corporation Ltd. (IRCTC) to customize the menu in trains to
include items of regional cuisines, seasonal delicacies and health food options, including millet-based
products.
Under the above mandate, the menu has been designed by IRCTC based on passenger feedback.
IRCTC has introduced regional cuisines from time to time to offer a personalised experience to
passengers of different regions. Some of the regional cuisines introduced in trains are as under:-
S. No. States Cuisine Items
1. Odisha Dalma, Chenna Poda
2. Tamil Nadu Set Dosai, Palakatti Chettinad
3. Karnataka Medu Vada
4 Rajasthan Pyaz Kachori
5 Maharashtra Vada Pav
6 West Bengal Machher Jhol
7 Gujarat Thepla
8 Jharkhand Singara, Fuluri, Aloo Chokha, Aloo Parwal
9 Madhya Pradesh Kanda Poha, Indori Poha, Sev Tamatar Sabji, Ajwain Paratha, Ragi
Bhakhri,
Patra Bhagar, Khoya Chicken, Ragi Thepla, Bhey
Introduction of these regional/local dishes has given passengers the opportunity to enjoy authentic local
flavors and connect with the local culture.
This information was provided by the Union Minister for Railways, Information & Broadcasting and
Electronics & Information Technology, Shri Ashwini Vaishnaw, in a reply to questions in Lok Sabha
today.
*****
Dharmendra Tewari/ Dr. Nayan Solanki/ Ritu Raj
(Release ID: 2245210) Visitor Counter : 153
Read this release in: Urdu , ही , Gujarati , Kannada