PMPML’s grievance redressal system a hit
Average number of complaints has shot up to 90 to 100 per day
Pune: The number of grievances lodged by commuters with the Pune Mahanagar Parivahan Mahamandal Ltd (PMPML) has almost doubled since July 1, when the online grievance redressal system was started by the authority. The average number of complaints have shot up to 90 to 100 per day since then. Earlier, when complaints were received by the transport body only via telephone, SMS and in writing. The grievance cell used to receive 30 to 40 complaints per day.
PMPML Chairman and Managing Director Tukaram Mundhe said digitisation of grievance redressal system has many advantages, including the automatic fixing of accountability, bringing accountability and time-bound resolution of a grievance raised by passengers.
“The system is such that a complaint is automatically escalated if the department or official concerned doesn’t respond in time. Not only this, the official has been issued a show-cause notice automatically for not redressing the complaint on time. Also, the passenger is given an opportunity to convey us his satisfaction or dissatisfaction with the resolution. In case, he or she is not satisfied, the case will be reopened and be investigated by a higher officer,” said Mundhe.
Data provided by the transport body showed that 97.51 per cent grievances were resolved within the promised time frame, which varies with the kind of complaints from three to seven days.
Rising complaints regarding conductors’, drivers’ conduct
Data provided by PMPML showed that out of every three complaints received by the PMPML one is about conductors’ or drivers’ rude behaviour or their not abiding by rules and guidelines. Of the total 3,316 complaints the grievance cell received from July 1 till August 6 (afternoon), 985 concerned the behaviour and conduct of staffers, including rude behaviour (198), plying late (280), skipping bus stops (203), rash driving (53), violation of traffic rules (50), talking over mobile while driving (32), issuing wrong ticket (16), beating up passengers (9), pocketing the change (12), among other things. Other frequent grievances are about the state of buses (226), seating arrangement (40) and paraphernalia.