PMPML to give details of commuter complaints

After upgrading system to online facility, passengers get a one-liner text as feedback, but issues remain unresolved
After upgrading its system and making the passenger com plaint redressal system online, Pune Mahanagar Parivahan Ma hamandal Limited (PMPML) is now considering that the complaints lodged will be addressed more effectively with detailed resolutions.However, it has now been revealed that the earlier manual complaint system through the phone and the response given by the administration was much easier for the passengers.Currently, after a complaint is lodged by a commuter online or on the mobile app, a one line message comes as a feedback saying, “PMPML has marked your complaint number as solved. The officer has confirmed that this issue is resolved“. No detail of the action taken is given and the most of the times the issue remains unresolved.

Jugal Rathi, president of PMP Pravasi Manch said, “The PMPML administration is making a fool out of passengers through the online grievance system as we are not getting a proper feedback of the complaints. On an average, I have lodged around 200 complaints every month with PMPML, out of which 90 per cent of the replies is a one-liner without any additional details. For example, once I lodged a complaint about the damaged lights at one of the BRTS bus stations. After a couple of days I got a message from PMPML that the issue has been resolved, but nothing was actually done.“

Highlighting the positive features of the previous system, he said, “Previously, the PMPML phone numbers for complaint registration was displayed all around the stations and inside the buses. People could register grievances on the number like rash driving, if the driver was on a call while driving, damaged condition of any of the stops. So, the complaint was then transferred to the department concerned and later a feedback call would be made with details of the action taken. In the online grievance system, no such detailing of the actions is provided.“

Kishore Jadhav, a regular passenger, shared, “Last week, I had lodged a complaint about the Hadapsar bus station about delay of buses. Few days later, I got a text saying that the issue had been resolved, but on the same day the buses were still running late. After calling the Swargate head office, I was told the officer concerned and the depot manager had been told about the issue.“

However, PMPML general manager Anant Waghmare maintained that all the issues have been resolved. “Since the complaint grievance system has been upgraded to the online facility, one line messages are sent to the complainant. But, all the cases have been resolved by the respective department head and we do not keep the issue pending for long. Still, if needed, we will improve the messaging system, providing details about the exact action taken for the complaint,“ he said.

Source : Mirror