Innovative grievance redressal: The case of RailMadad App (CBC)

Indian Railways serves millions of passengers across a vast network, making effective grievance redressal a complex administrative challenge. For decades, passenger complaints moved through fragmented channels and multiple layers of bureaucracy, often delaying resolution.

In 2017, the RailMadad initiative sought to rethink this model by connecting passenger grievances directly with the officials responsible for resolving them, enabling faster and more responsive grievance redressal.

The case follows the development of this approach, exploring the administrative and operational challenges of implementing a technology-enabled grievance redressal system at scale, and the dilemmas involved in balancing rapid resolution with the realities faced by officials on the ground.