India, March 19 -- Suburban rail commuters in the city will now have access to a formal grievance redressal system for failed digital ticket transactions, addressing a long-standing issue faced by users of the RailOne and UTS mobile apps.

Western Railway (WR) on Wednesday introduced a QR code-based mechanism called SARAL (Smart Assistance & Refund Access Link), enabling commuters to register complaints and seek refunds when money is deducted but tickets or passes are not issued.

Railway officials said that on average, 8-10 commuters report failed digital transactions at ticket counters across stations each day. Currently, nearly 48 per cent of the city's 30-32 lakh daily suburban commuters rely on digital ticketing.

"Commuters frequent...