The Mumbai Railway Police helpline ‘1512’, which serves suburban train commuters, receives between 1700 and 1800 calls daily, reflecting its growing use as a first point of contact for passengers in distress. However, officials clarified that not all calls translate into formal complaints, pointing to a structured filtering system within the control room.
According to data from the Mumbai Railway Police Commissionerate, recorded complaints increased from 21,827 in 2022 to 36,166 in 2025 — marking a rise of over 65 per cent over the three-year period. Officials attributed this increase to greater public awareness and improved responsiveness of the helpline. Of the 36,166 complaints, only 60 cases were formally registered as offences, with the majority resolved through counselling or by alerting on-ground police teams for immediate assistance.
Operational since October 2017, the 1512 helpline caters to both suburban and long-distance train passengers. While the control room handles a high volume of daily calls, only those requiring intervention are logged as complaints. Among these, lost or forgotten baggage accounts for a significant share, with over thousands of such complaints reported annually, data suggests.
Common complaints
Passenger disputes, unauthorised entry into reserved or disabled compartments, mobile theft, harassment, intoxicated passengers, and medical emergencies involving women, senior citizens, and disabled commuters.
Rail commuters in need of help must…
>> Call 1512 immediately
>> Share train number, coach, and location
>> Inform the nearest station if required
>> Follow the Mumbai Railway Police’s instructions
Types of complaints
All complaints are documented and categorised into 32 types, including theft, chain snatching, suspicious behaviour, and emergency situations such as bomb threats.
“The helpline acts as a first-response system. While many issues are resolved immediately, serious matters are escalated and registered as cases when required,” a Mumbai Railway Police officer said.
