PMPML: complaints against complaint system

“The most worrying aspect of PMPML’s services is that there no user-friendly system in place for receiving complaints and their redressal. In this situation where efficient channels of communication are not available,citizens lose all hope of improvement and continue to drift away from public transport. PMPML also remains unaware of the gravity of the situation from the perspective of citizens who are their customers and serious efforts for improvement may not be made at all,” he said

Inamdar said during our last meeting with PMPML’s top officials,the Pedestrians First had suggested a number steps which do not seem have been take up seriously. “PMPML should declare a mobile number where sms can be sent with relevant details (such as complaint in short,bus number,RTO registration number,route and route number,location,time and so on) It is preferable that PMPML ties up with a mobile service provider for getting a short 5 digit number and auto-generated acknowledgement to sender,” he said.

Inamdar said PMPML should set up an email id where mail with relevant details can be sent. “It is preferable that PMPML installs a software which can give auto generated acknowledgement to the sender with complaint number and date.” He said PMPML should declare a helpline number where complaints can be lodged by phone during office hours. Complaint number should be informed to caller.

“Written complaints should of course be accepted at all bus stands,bus depots and head office and acknowledgement given on the spot.” The mobile number,phone number and email id should be displayed inside every bus at the top behind driver cabin and outside at the rear of the bus and also at all bus depots,bus stands and bus stops,he said.

“PMPML should urge citizens to send their complaints and suggestions. This will send a positive signal and make people feel that PMPML is willing to listen. And with proper application of mind,positive response and timely action,such public feedback would progressively lead to betterment in service and refurbishment of PMPML’s sagging image.”

Pedestrians’ First has pointed out that the least citizens expect from PMPML is that the bus service should be safe,convenient and reliable. “However the expectations of citizens are not being fulfilled and hence most of the people prefer to use private vehicles. This has lead to a steep increase in the number of vehicles on roads and consequent traffic congestion problem which has now assumed serious proportions. There is definitely an urgent need to strengthen PMPML on all fronts so that it becomes competent to provide efficient service to people,” said the letter addressed to the PMPML.