Railway to begin SMS helpline for passengers with disabilities

MUMBAI: The Central Railway (CR) plans to start a new helpline system to redress the grievances of passengers with disabilities. Following complaints from passengers with disabilities that they were not getting adequate help when they called the helpline number 9004411111, the CR is all set to implement a new system where passengers just need to send an SMS on this number, which will then be forwarded to the concerned department.

“The SMS-based helpline will be set up in a couple of days, and be ready for implementation,” said Divisional Railway Manager of CR, Mumbai Division, Ravinder Goyal. Asked about the difference between the existing helpline and the proposed helpline, the officer said, “Sometimes, it is not possible to make a call. In such a case, when we get a message (on the helpline) it will be transferred to the concerned department for as immediate a response as possible,” added another officer.

Earlier this year, hearing a PIL about this, the Bombay High Court had directed the Railways to provide facilities to passengers with disabilities travelling in local trains, including CCTV cameras inside reserved compartments, special seating arrangements for passengers with disabilities on platforms and a helpline facility. The court had also directed that the helpline be activated so that passengers can immediately WhatsApp or SMS about unauthorized commuters in the handicapped compartments and that the police should take appropriate and immediate action.

Source: Mumbai Mirror

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