The Metropolitan Transport Corporation's helpline desk has been witnessing a surge of activity with the introduction of a new email ID for receiving complaints and suggestions from commuters.
This new email facility, active for a month now, has been supplemented by display of information boards giving the MTC helpline numbers in the buses.
“One officer has been exclusively assigned to handle the incoming emails on the new ID, which is mtc_edp@dataone.in. The feedback response mechanism is reviewed every day,” said MTC Managing Director S.Boopathy.
“Nearly 50 per cent of the complaints are about crew behaviour. Severe action is being taken. We also inform the commuter by email of the action taken,” he said.
The MTC also plans to prominently display the helpline numbers – namely 9383337639 and 9445030516 on all buses, Mr.Boopathy said. “A number of requests for additional routes have been registered through the helpline. Those are being looked into,” he added.
Transport Minister V.Senthil Balaji said the move to popularise facilities for commuter feedback and suggestions was part of a slew of measures aimed at improving transparency. However, regular commuters such as Gokul Krishnan are sceptical. “ I have complained through the helpline a number of times, but the response was not positive. At least the response to the email facility is fast, .”
Stressing that the MTC has to come out of its shell, he said: “New bus routes should be explored based on passenger demand. Open forums for bus passengers must be organised in different locality across the city. The last and only such forum was conducted in December 2007,” Mr. Gokul Krishnan added.
