The Minister of Railways Shri Suresh Prabhakar Prabhu has said that an all - India helpline number, 138, will become functional to attend to the problems of passengers on a real time basis. Presenting the Railway Budget 2015-16 in Parliament today Shri Prabhu said, passengers will be able to call up for complaints while on trains. A mobile application to redress Railway-related complaints is also being developed. He said, the Railways intends to start this facility on a pilot project basis on Northern Railway from 1st March 2015. Based on the experienced gained and the feedback received from passengers, this will be extended to all Railways soon thereafter. Further, keeping in mind the criticality of security related issues, the Railways has dedicated a toll-free number 182 for receiving security related complaints.

Passenger grievance helpline to enable real time complaint redressal via phone and mobile app, with pilot then wider rollout. An all India helpline number 138 will provide real time redressal of passenger complaints aboard trains, supported by a developing mobile application. The service will begin as a pilot on Northern Railway and be extended across the Railways based on operational experience and passenger feedback. Security related complaints will be handled separately via the toll free number 182.