Social media platforms help solve train troubles | Visakhapatnam News

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Visakhapatnam: Social media platforms like Twitter and dedicated Android apps operated by the Indian Railways are coming in handy for prompt redressal of grievances of passengers.
Passengers tend to send their grievances to the railways by tagging officials IDs like @RailMinIndia, @RailwaySeva as well as divisional managers via Twitter. Moreover, there are dedicated apps like Rail Madad, which allows passengers to send their grievances to authorities while they are travelling.
According to railway authorities in Visakhapatnam, a total of 3,450 complaints were received by the Waltair division of the East Coast Railway (ECoR) over the last one year. Nearly 99% of the complaints were addressed.
Passengers usually complain of problems such as defunct fans in coaches, lack of water in washrooms, unhygienic conditions, train delays through these apps and the social media. Moreover, complaints of thefts, which are dealt with by the railway protection force (RPF) are also made through these platforms.
Speaking to TOI, senior divisional security commissioner of RPF, Jitendra Srivastava said that they have received cases of thefts and of missing passengers through social media platforms. This helps in communicating with passengers and addressing their complaints, he said.
Circle inspector of the RPF post, Visakhapatnam railway station, TS Swamy said, “As every citizen owns a smartphone now and there is easy access to internet facilities, passengers take the help of smart tools to communicate their problems to us.”
Citing an example, a senior railway official said that the railway team successfully treated a passenger at Vizianagaram junction after the railways received communication of a passenger suffering near the Rayagada station.
In another case, RPF officials were able to locate missing valuables belonging to a passenger at the Vizag railway station. After receiving a complaint through Twitter, the RPF staff immediately checked the footage on the surveillance system. Within hours, RPF located the valuables and handed them over to the passenger.

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