Pune: Public Outcry! PMPML’s Grievance Redressal Efforts Questioned as 80% Complaints Unresolved

Pune: Pune Mahanagar Parivahan Mahamandal Ltd. (PMPML) has received a staggering 20,165 complaints in the previous year. However, the interesting thing about this is that more than 80 percent of these complaints were closed without taking any concrete action regarding them. The given data was brought to light through an RTI application regarding it.

However, the people have expressed their dissatisfaction with it and started asking questions regarding the workings of PMPML. “Does PMPML’s grievance redressal centre just for the sake of name being?” asked one of the commuters.

PMPML is an integral part of Pune’s public transport, with nearly 10 to 12 lakh passengers travelling by it in one day across the city. However, there are plenty of problems, such as buses not stopping at the stop, buses arriving late at the stop, the alleged misconduct of drivers and conductors with passengers, the driver speaking on the phone while driving, and many more, that haunt the safe operation of it across city limits.

Taking into account these increasing complaints, the PMPML set up a grievance redressal centre as a one-stop solution to work on people’s complaints. The problems can be reported to the centre over a phone call, message, or e-mail. However, these centres seem not to be functioning properly.

As per the information, the PMPML administration has received 20,165 complaints over the course of the last year. Astonishingly, more than 20,000 of these complaints remain unsolved, pending action from the authorities.

How does the Grievance Redressal Centre function?

A grievance redressal centre has been set up to address the grievances of passengers. After filing an online complaint, the complainant received an SMS regarding the complaint being received at the control room. After that, the complaint is sent to the depot level for resolution and finding a solution. If a complaint is not resolved at the depot level, it goes to the joint managing director. If it is not resolved there too, the PMPML president himself will look into the case and solve it.

The data of years and complaints received in those years:

2022: 10,835
2023: 20,165

Total: 40,960

Where to lodge complaints regarding PMPML:

Phone number: 020-24545454
E-Mail ID: [email protected]
SMS: 9881495589

Sanjay Shitole, the Honorary Secretary of PMP Pravasi Manch, said, “The basic objective of a grievance redressal centre should be to improve the quality of service by reducing complaints. There is a need to find the root cause of the problem and find a permanent solution to it.”