New Delhi: In a effort to stop the spread of COVID-19, the Indian Railway has made two Helpline numbers 138 and 139 - 24X7 functional to answer inquiries, provide assistance and to disseminate relevant information to its customers and others during the 21-day all-India lockdown.
The Helpline numbers will also be accepting suggestions from the passengers as well.
Viewing the wide range of passengers, the idea of using the number 138 is to use, in addition to the call-centre based and IVRS services provided through 139 has been implemented.
It is also clear that a large number of non-Railway related queries, especially pertaining to Covid-19, might come from persons well versed only in the local language. The information sought would also be local and regional, the official said here.
Indian Railways has also opened a Railway Board Control Cell to ensure seamless flow of information and suggestions between Railway Administration and general public." This Control Office would work round the clock and shall be manned by a Director level officer. It would monitor calls received on the centralised Railway Helpline 139 and the decentralised Railway Helpline 138, in addition to monitoring trends on social media, especially Twitter, to communicate and alleviate any difficulties faced by Railway customers and others by taking timely action" they added.
. Further complaints, suggestions or queries can also be mailed to [email protected]
While 139 will continue to work centrally as presently, 138 is a Helpline which will take the caller directly to the local Railway Division so as to provide him the updated local and regional information.
Both 138 & 139 as well as Social Media cell would be manned round-the-clock to answer inquiries, provide possible assistance and to disseminate relevant information to Railway customers and others.
The Railway Ministry officials also said that suggestions would also be accepted. Helpline personnel would have updated information, inter alia, on issues like refund, State, District Railway medical facilities, and updated Local, Regional and National Helpline Numbers for Covid-19 detection and aid.(UNI)