Indian Railways Irctc 

SMS based Passenger Complaint & Suggestion System (SPCSS) for Indian Railways passengers

Rail News , , ,
NEW DELHI: Indian Railways have introduced a System where one can complain from a running train.  The SMS about complaint will be acknowledged and attended. 
Give the Train No., Bogie No., precise nature of complaint like no water in toilets, no lights, fans not working, security problem or whatever through SMS.  The Railway number to which one can SMS is 8121281212.  This will help someone in emergency.

OBJECTIVES

  1. To get complaints/suggestions from customers through SMS for aligning railway resources and priorities to customers’ aspirations and expectations.
  2. To reduce the gap between the customers’ expectations and railway’s performance.
  3. To help railways prioritize focus areas.
  4. To foster greater participation of customers in railway services.

SALIENT FEATURES

  1. Complaint/suggestion can be registered at 8121281212 by sending an SMS.
  2. In response, an automated acknowledgement with a unique ID will be sent as an SMS.
  3. With the unique ID, passenger can know the status of the complaint by sending SMS:- “STATUS < SPACE > < REFERENCE ID>” to 8121281212 or by logging on our website scr.indianrailways.gov.in/
  4. Final reply will be sent through an SMS and will also be available on website- www.scr.indianrailways.gov.in/

Here’s a verified and detailed overview of the SMS-based Passenger Complaint & Suggestion System (SPCSS)—a convenient way to report issues during your train journey using just SMS:

🧭 What Is SPCSS?

The SMS-based Passenger Complaint & Suggestion System (SPCSS) allows Indian Railways passengers to report coach-related issues or suggestions mid-travel via SMS—no apps or internet required. This system is especially useful for onboard concerns like non-functioning lights, hygiene problems, or safety issues.

✉️ How It Works

  1. Send Complaint SMS:
    Text your complaint including Train No., Coach No., Description (e.g., no water, fan not working) to 8121281212.
  2. Receive Acknowledgement:
    The system sends back an automated SMS with a unique Reference ID confirming receipt of your complaint.
  3. Track Complaint Status:
    Send STATUS <space> <Reference ID> to 8121281212, or check the status online on the South Central Railway portal (SCR website)
  4. Receive Final Reply:
    Railways will send a closure SMS once the issue is resolved—and this update is also logged online.

🎯 Objectives & Benefits

  • Rapid reporting onboard: Report issues while on a running train for immediate action.
  • Passenger participation: Encourages real-time feedback to improve services.
  • Data-driven improvements: Helps prioritize focus areas for service enhancement.

📝 What You Can Complain About

  • Coach facilities: Fan or light not working, unclean toilets, water shortage, damaged seats, etc.
  • Service inadequacies: Lack of security, hygiene complaints, failing housekeeping services or catering issues onboard.

✅ How It Compares: RailMadad vs. SPCSS

Feature SPCSS (SMS System) Rail Madad App / Portal
Access SMS via 8121281212 (no internet needed) App or web with internet
Acknowledgement Yes — instant SMS with reference ID Yes — SMS and in-app tracking
Follow-up mechanism SMS (“STATUS ”) or online via SCR site App notifications & Rail Madad tracking
Privacy concerns Mobile number exposed via SMS Often asks for PNR + mobile number
Use case On-board, in-train complaints Broader issues including stations, app, etc.

💬 Community Experience

Reddit users describe SPCSS as effective:

“Even after complaining to attendant, issue unresolved. I sent an SMS (instructions posted outside toilet)… within 5 mins, someone arrived and fixed it within 15 mins.”

However, broader platforms like Rail Madad tend to reach more comprehensive feedback and privacy issues have been flagged regarding how contact details are handled—complainants have sometimes been contacted by third parties after lodging complaints.

🚨 Privacy & Usage Tips

  • Use SPCSS for onboard issues only, as your mobile number is directly exposed.
  • For anonymity, especially station-based or vendor complaints, prefer Rail Madad App without providing contact details or using a dummy email/PNR.
  • Avoid sharing your PNR or mobile number publicly when lodging complaints—third parties have reportedly traced contact info via shared PNRs.

✅ Final Takeaway

The SPCSS SMS grievance system (8121281212) is a convenient, offline way to raise and track in-train complaints—especially for immediate issues like cleanliness, lighting, fan malfunction, or safety. A resolution SMS is sent back once addressed. For broader or anonymous complaints, Rail Madad remains the recommended platform.

Would you like sample SMS formats, or help understanding how to use Rail Madad to keep your identity private?

Rail News

Indian Railway News Portal

error: