PMT complaint forms elicit weak public response

The introduction of the complaint forms in prescribed format for a price had led to a misunderstanding that the PMT was taxing the passengers even for airing their grievances.

Talking to The Indian Express, a senior PMT officer clarified that the PMT proforma was not mandatory for lodging a complaint. The scheme was introduced by the PMT in January this year taking a clue from the Bombay Electrical and Suburban Transport BEST which also issues similar complaint forms at a price of Rs. 10 per form.

The scheme was introduced to protect the interest of both the passengers as well as the PMT employees, the officer said. Elaborating, he said that on several occasions the higher officials at the PMT are confronted by passengers who argue that the the administration had not taken cognisance of their complaint.

However, many a times the passengers do not possess an acknowledgment of the complaint lodged by them. Also, in case of telephonic complaint there is no evidence to prove that the concerned passenger had lodged a complaint. 8220;In such cases the administration is rendered helpless as it can not hold its employee responsible who might have misplaced the complaint,8221; the officer said.

If the complaint is lodged on official complaint form, a receipt of the same is issued to the passenger. The PMT administration is bound to issue a letter to the passenger informing him/her about the action taken. Also, if the complaint is found to be genuine, the money collected Rs 5 is returned to the passenger.

However, the officer admitted that the scheme has evoked a poor response from the passengers. The PMT administration receives around 40 complaints every month. Out of these 28-30 complaints are made on plain sheets of paper while 10-12 are made on telephone. Only one or two complaints are received on the prescribed proforma, the officer said.