Tired of being turned down by taxi and rickshaw drivers, their rude behaviour or the inflated fares? The transport department plans to start an online forum where passengers can file their written complaints.
A website developed by the transport department will also allow passengers to follow up on the action taken within 48 hours of the complaint.
SK Sharma, principal secretary of the transport department said, “We are working on the online complaint redressal system. It will take a while to get the system in place since all the data of drivers needs to be compiled.”
This system will provide complainants with a complaint number, which works as an acknowledgement and a means to make sure swift action is taken. The website will also classify complaints on the basis of the specifics of the case. This will include complaints about excessive fares, refusal to ply, rude behaviour and meter tampering.
Presently, such complaints can be registered using a helpline number (1800-22-0110) or by sending an email to the transport department.
The officials of the department were also considering developing an online complaint management system that allowed complainants to check the progress of the complaint they had previously registered. The web-based application was to be developed by Maha Online Limited in a joint venture of the Maharashtra government and Tata Consultancy Service.
While this proposed system never saw fruition, the new system will go live on a formal website of the transport department.
According to RTOs across the city, the number of complaints has reduced, despite the large number of refusals. For example Tardeo RTO, under who’s jurisdiction around 37000 taxis or 90 per cent of the taxis ply, has seen just 36 cases being registered on the helpline in July. There have been a total of 3436 cases adjudicated since the helpline started in June 2010. Wadala RTO saw around two cases being registered per day till October 2012. The RTO now receives only 10 registered cases per month.
However, this decline in complaints being registered could be due to the taxing process of following up say source. The new online system will ensure that passengers no longer need to make repeated visits to the RTO to follow up on a complaint. The complaints will be fast-tracked and if the driver decides to contest the charges against him, the complainant can find out it by simply logging into the website.