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.