RailMadad 139: How to Complain About a Dirty Coach, Overcharging or Safety on Your Train — and Track It

A dirty railway coach, an unclean toilet, a catering vendor demanding more than the authorised price, or a safety concern can make a train journey stressful. But passengers do not have to wait until they reach their destination to report a problem.

RailMadad is Indian Railways’ official grievance-redressal system. Passengers can raise complaints through the RailMadad website, its mobile app, or the integrated railway helpline 139. The system also lets passengers track complaints and provide feedback on the resolution.

Here is how to report a problem while travelling, what details to provide, and how to follow up if your complaint remains unresolved.

Official portal: RailMadad — Indian Railways

What Can You Complain About Through RailMadad?

RailMadad handles passenger grievances related to train and station services, among other railway-related complaints.

Common examples include:

  • Coach cleanliness: Dirty floors, unclean berths, overflowing bins, or unhygienic toilets.
  • Catering and overcharging: A vendor charging more than the applicable authorised price, refusing to provide a bill, or other catering-related problems.
  • Water and basic facilities: Lack of drinking water or other essential facilities.
  • Staff behaviour: Inappropriate conduct or failure to address a passenger’s service complaint.
  • Coach and journey problems: Issues affecting the condition or usability of your coach.
  • Safety and security: Harassment, suspicious activity, threats, or other immediate safety concerns.
  • Medical assistance: A medical emergency during the journey.

Choose the complaint category that best matches the problem. If the exact issue is not listed, describe it clearly in the complaint details.

Option 1: Call 139 to Report a Problem

Calling 139 is useful when you are on a moving train, have limited internet access, or need to report a problem quickly.

How to make the complaint

  1. Dial 139 from your phone.
  2. Listen to the interactive voice response (IVR) menu and select the relevant option.
  3. For security or medical assistance, follow the current menu instructions. For other grievances, select the appropriate complaint category.
  4. Explain the problem clearly to the representative, if connected.
  5. Provide your train number, coach and berth details, current location or next station, and a brief description of the issue.
  6. Ask for the complaint reference number and note it down.

The railway helpline has been consolidated to handle passenger assistance and grievances. Menu options can change, so follow the instructions you hear during the call. For an immediate security or medical emergency, state the urgency clearly rather than treating it as an ordinary service complaint.

Tip: If the problem is in a particular coach, mention the coach number and the nearest station. This helps railway staff identify where assistance may be required.

Official reference: Ministry of Railways — Integrated Helpline 139

Option 2: File a Complaint on the RailMadad Website

The online portal is useful when you want to provide a written account, select a specific complaint category, or attach supporting evidence.

Step 1: Open the official website

Visit railmadad.indianrailways.gov.in.

Choose Train Complaints if the issue occurred during your train journey. Use Station Complaints for a problem at a railway station.

Step 2: Enter your journey details

The train complaint form requests relevant journey information. Depending on the form and complaint type, you may need details such as:

  • Mobile number and OTP verification
  • Train number
  • PNR or other journey details requested by the portal
  • Coach and berth or seat number
  • Boarding station and destination
  • Date of the incident

Check the details carefully before proceeding. If you are reporting an issue on behalf of another passenger, describe the circumstances accurately.

Step 3: Describe the issue precisely

Choose the relevant complaint type and subcategory, enter the incident details, and provide any other information requested by the form.

For example, instead of writing “The coach is dirty,” you could write:

Coach B2, near berth 36: the toilet is unclean, the floor around the washbasin is wet, and the waste bin is overflowing. The problem was noticed at approximately 8:30 a.m. Please arrange cleaning at the next suitable station.

For an overcharging complaint, include the item, the amount demanded or paid, the displayed authorised price if known, and whether a bill was issued.

Step 4: Attach evidence where appropriate

The RailMadad train complaint form supports attachments in specified formats, including PDF, JPG, JPEG, PNG and MP4, with a displayed file-size limit of 5 MB. Check the current form for its accepted formats and limits.

Useful evidence may include:

  • A photograph of the dirty area
  • A photo of a menu or displayed price
  • A bill or payment record
  • A short video that safely documents the issue

Do not put yourself at risk to collect evidence. Avoid confronting a threatening person or filming in a way that compromises your safety or another passenger’s privacy.

Step 5: Submit and save the reference number

After submitting the complaint, retain the complaint ID or reference number and any acknowledgement shown by the portal. You will need this information to check the status and follow up.

Official complaint form: RailMadad — Train Complaints

Option 3: Use the RailMadad App

Passengers can also use the RailMadad mobile app. The app and website provide digital complaint channels, allowing passengers to submit grievances without making a voice call.

The general process is:

  1. Open the official RailMadad app.
  2. Select the train or station complaint option as appropriate.
  3. Enter the requested journey and contact details.
  4. Select the complaint category and explain the incident.
  5. Add supporting evidence if the form permits it.
  6. Submit the complaint and save its reference number.

Download the app only through an official app-store listing linked to or clearly associated with Indian Railways. Avoid unofficial apps that request unnecessary personal or payment information.

How to Track Your RailMadad Complaint

Submitting a complaint is only the first step. You should also check whether the railway administration has acted on it.

Track the status online

  1. Open the official RailMadad portal.
  2. Select Track Your Concern.
  3. Enter the complaint reference or other information requested by the portal.
  4. Follow the on-screen instructions to view the available status information.

Track by calling 139

The integrated helpline has also provided a complaint-status option through its IVR menu. Follow the current menu prompts or ask the representative how to check your complaint using its reference number.

The precise menu sequence may change. Use the instructions currently announced on the helpline rather than relying on an old menu number.

What if the complaint is marked resolved?

A status marked “resolved” does not necessarily mean the problem was fixed to your satisfaction. Check what action was taken, and use the portal’s available feedback facility to record your experience.

If the issue persists, explain what remains unresolved and refer to the original complaint number. Avoid creating multiple duplicate complaints unless the portal or railway staff instruct you to do so.

The National Government Services Portal’s RailMadad service description confirms that the system supports online grievances, status tracking and feedback on resolution.

How to Report Common Train Problems Effectively

1. Dirty coach or toilet

Report the coach number, location within the coach, nature of the problem, and the time you noticed it. If possible, mention the next station where cleaning could be arranged.

For example:

Train 126XX, coach S4, toilet near the rear end: the toilet is visibly unclean and the waste bin is overflowing. Please arrange cleaning at the next suitable station.

Use the actual train and coach details from your journey; do not copy the example’s placeholder train number.

2. Catering overcharging

If a vendor demands more than the applicable authorised price:

  • Ask for a bill or receipt.
  • Note the item and amount charged.
  • Record the train number, coach and approximate time.
  • Keep the payment record if you paid digitally.
  • Submit a catering-related complaint through 139 or RailMadad.

For packaged products, the maximum retail price printed on the package may be relevant. For meals and other catering services, refer to the applicable authorised menu or price list. Do not assume every food item has the same pricing rule.

Avoid making accusations you cannot support. Report what happened, what you were charged, and what evidence you have.

3. Harassment, theft or a security threat

Prioritise your immediate safety. Call 139 and follow the security-assistance instructions. Clearly state the train number, coach, your location, the nature of the threat, and whether anyone is in immediate danger.

If you can safely alert railway staff or the train escort, do so. Move to a safer location if possible, and avoid confronting the person yourself.

For an immediate threat, do not delay contacting the authorities while preparing an online complaint or collecting evidence.

4. Medical emergency

Call 139 and request medical assistance. Explain the symptoms or nature of the emergency, the coach and berth, and the next station or current location if known.

Do not wait for an online complaint to be processed when urgent medical help is needed.

What Details Should You Keep Ready?

Before calling or submitting a complaint, gather as many of these details as are safely available:

  • Train number and train name
  • PNR or other journey details requested
  • Coach and berth number
  • Current station or approximate location
  • Date and time of the incident
  • A clear description of what happened
  • Photos, bills or other supporting evidence, where appropriate
  • Complaint reference number after submission

You do not need to delay an urgent safety or medical report because you do not have every detail. Give the essential information first and provide additional details when requested.

What If Your Complaint Is Not Resolved?

If the issue continues or the response is inadequate:

  1. Check the status using the original complaint reference.
  2. Record the outstanding problem and any action already taken.
  3. Use the available feedback or follow-up facility on RailMadad.
  4. Ask railway staff or the relevant railway division how to escalate the grievance if it remains unresolved.
  5. For a continuing public grievance, consider the applicable government grievance channel, such as CPGRAMS, where the matter falls within its scope.

Keep your complaint factual and retain acknowledgements. Do not assume that every complaint has the same resolution deadline or that a particular outcome is guaranteed.

Frequently Asked Questions

Is RailMadad 139 available only to passengers with smartphones?

No. Calling 139 does not require a smartphone or internet connection. The website and app provide additional digital options.

Can I complain about a dirty toilet while the train is moving?

Yes. You can report the issue through 139 or the RailMadad website or app. Give the coach details and the next suitable station if known.

Can I report a vendor for overcharging?

Yes. Use the catering-related complaint option, describe the item and amount charged, and retain a bill or payment record if available.

How do I know whether my complaint has been registered?

Save the complaint reference number or acknowledgement. Use Track Your Concern on the official portal or follow the current complaint-status instructions on 139.

Can I complain without uploading a photograph?

A photograph can help, but the requirement depends on the complaint form and category. Complete the mandatory fields shown on the official portal. Do not delay urgent safety or medical assistance to obtain a photograph.

Does submitting a complaint guarantee immediate action?

No. RailMadad provides an official channel for reporting and tracking grievances, but the response and resolution depend on the nature of the complaint and the action required. For an urgent security or medical emergency, contact the helpline and clearly communicate the urgency.

The Bottom Line

You do not have to wait until the end of your journey to report a dirty coach, catering overcharge or safety concern.

Remember three things:

  • Call 139 when you need assistance during the journey.
  • Use RailMadad online when you want to submit a detailed written complaint or supporting evidence.
  • Save the complaint number and track the status instead of assuming that submission alone means the issue has been resolved.

Use the official portal: railmadad.indianrailways.gov.in

A clear, timely complaint gives railway staff the information they need to identify the problem and respond appropriately.