Helpline no reason to rejoice for Mumbai commuters

In a much-publicised inaugural function on June 24, 2010, the former chief minister Ashok Chavan had launched a dedicated helpline for city commuters. This helpline was for placing complaints against auto rickshaw and taxi drivers who refuse fares arbitrarily. A year after it was thrown open to the public though the inaugural ceremony was on Friday, it became operational on Sunday. DNA decided to asses its performance based on official data and perceptions of commuters who tried using the helpline and who regularly use auto rickshaw and taxi services.

According to the statistics of the transport department, between June 25, 2010 and June 18, 2011, 1871 complaints were received on the helpline. 1526 of these were about arbitrary fare refusals, 151 about charging excess fares, 131 about rude behaviour, 34 about faulty meters and the remaining 29 have been clubbed into the ‘others’ category which include the condition of vehicle, unsafe driving etc. The department has earned Rs2,60,250 in fines imposed on the permit owners and license holders of auto rickshaws and taxis. For frequent offenders, more serious action was taken. Permits of 1796 owners were suspended and licenses of 407 drivers were suspended.

Explaining the process, a senior official of the transport department explained, “Once the complaint reaches us, following the principle of natural justice, we ask the concerned license and permit owners for explanation and they have a time period of 7 days to respond. Even if the permit owner may be different from the driver and the latter may be the only person committing a mistake, under the legal concept of vicarious liability (It is the responsibility of the superior for the acts of their subordinate, or, in a broader sense, the responsibility of any third party that had the “right, ability or duty to control” the activities of a violator) both are responsible for the violation. To the first time violator, we fine and subsequently, we suspend license and then permit, if the offender is a frequent violator. So far, it can be said that the helpline has at least put in a degree of fear in the minds of errant drivers.”

Those commuters who tried using the helpline, though, seem far from satisfied about its efficiency. Abhilash Krishnan, one of the three advertising professionals who conceptualised the ‘Meter Jam’ campaign, told DNA that his personal experience with the helpline was disappointing. “During the Meter Jam campaign, we were encouraging commuters to make as many complaints as possible about refusals, rude behaviour etc on the official helpline. However, people reported largely, negative responses. I myself tried calling on the helpline in October but could not get through. The number was perpetually busy.”