Mumbai’s suburban and mainline railway network ferries millions of passengers every day. With such massive footfall across the Mumbai Metropolitan Region, incidents such as overcrowding, theft, accidents, harassment, medical emergencies, missing persons, and loss of belongings are frequently reported.
Certain groups of travellers, including women, senior citizens, persons with disabilities, children, and visitors to the city, are especially vulnerable and often need immediate guidance or support. Maintaining public order, preventing crime, and responding quickly during emergencies also require a structured support system at the station level.
To address these challenges, the Mumbai Railway Police Commissionerate has set up dedicated help desks for passengers at key stations.
The desks are designed to register complaints, provide emergency support, help locate missing persons, assist with lost property, and coordinate with relevant authorities.
A total of 86 Railway Passenger Police Help Desks have been established across stations under the Commissioner of Police (Mumbai Railway), M Rakesh Kalasagar.
Each desk operates round the clock with two police personnel on rotational duty. A register is maintained at every desk to log passenger requests, and a standard operating procedure (SOP) defines the roles and duties of deployed personnel.
