The Indian Express 14.08.2012
File complaints to improve services: transport utility tells commuters
PMPML to organise Pravasi Din in first week of every month to hear commuters’ grievances
For the first time during its short existence of five years, Pune Mahanagar Parivahan Mahamandal Pvt Ltd (PMPML) has decided to give a patient hearing to commuters’ grievances. Officials said this will be done by organising Pravasi Din in the first week of every month where commuters can put forth their grievances ans suggestions. The concept is similar to the Lokshahi Din organised by the civic bodies.
“Our effort is to bring transport service closer to commuters,” said Joint Mananging Director Pravin Ashtikar. Over 12 lakh commuters use PMPML services everyday with the transport utility claiming that it runs 1,250 buses daily in Pune and Pimpri-Chinchwad.
The Pravasi Din will be held at all the 10 depots in Pune and Pimpri-Chinchwad from 10 am to noon in the first week of every month. All the depot managers have been directed to be present on Pravasi Din and personally hear the grievances and suggestions of commuters. “We want to hear complaints from commuters. Even if they don’t praise us, they will be free to criticise our services and pinpoint faults. This will help us to take corrective measures,” he said.
Ashtikar, however, said commuters should be patient with them. “If they make 100 complaints, we promise to resolve at least 50 of them in a reasonable period. We will take up each and every complaint, but at the same time it will not be feasible for us to implement every demand. If we are not able to meet commuters’ demands, we will try to find an alternative. Still, if we fail, we will convey our inability to do so,” he said. Ashtikar said all this will help PMPML administration strike a close rapport with commuters. “This will surely help us achieve our goal of improving service and removing or lessening our deficiencies,” he said.
PMPML spokesperson Deepak Pardeshi said people can complain about non-availability of buses, late arrival or departure of buses, arrogant conductors and drivers, fequent break-down of buses, broken chairs or windows and so on. “Citizens can make complaints against our service or can place demand for new bus service or increased frequency of service or suggest ideas to improve the service.”
“Commuters can visit depots closer to their residences and need not cometo Swargate headquarters to air their grievances.”
Welcoming PMPML’s move, Jugal Rathi of PMP Pravasi Manch said they will monitor closely whether the body was serious. “We had already suggested that there should be a register of complaints. Each complaint should be numbered and senior officials should do a follow up on complaints or suggestions... Let’s us see how effectively they implement this concept.”
“There is no bar on anybody attending Pravasi Din. Commuters, students, commuter organisations or civic groups, are all welcome,” said Ashtikar.
PMPML helpline
PMPML has started helpline numbers where commuters can call up or SMS to register complaints. Commuters can register their complaints on 24503355 and can send SMS on 9881495589. Officials said everyday they get 20-25 complaints on both the numbers.
