BMTC citizen charter

I had an opportunity to go through the citizen charter of the BMTC, especially the complaint handling system of the same and it read as below

§COMMUTER GRIEVANCE REDRESSAL SYSTEM:

"BMTC has a well developed but simple and informal system of Public Grievance Redressal, this functions at every level to ensure its easy accessibility to the commuter and general public. It is geared to give prompt relief to the aggrieved members of the Public The public is provided with multiple channels for presenting their grievances and obtaining relief. Complaints are accepted at its facilities like Depots, Bus Station, and Corporate Office through word of mouth, written representation, telephone, E-mail, Print Media etc.In cases warranting suo-moto action BMTC initiate its without waiting for a formal complaint from the aggrieved."

The wordings itself prove that BMTC is not particular about commuter redress system.

First of all BMTC has accepted itself of having informal system to handle public grievance which means there is no accountability on no. of complaints handled by the corporation.

Secondly BMTC claims to have multiple channels to attend the complaints but with no stipulated time limit for the same and the action taken against the concerned for failing to meet the time limit.

The reason for BMTC fearing to introduce a formal complaint redressal system is that they are well aware of the low quality work force hired by them which turn is a result of low salary paid for them. For example most of drivers are hired on contract basis with dismal salaries of around Rs.4000/- plus per month. With no guaranteed job and dismal salary incentive many talented drivers hesitate to serve the BMTC.A proof of this is recently around 3000 workers were hired by BMTC on contract basis but now only 500 people are continuing their job rest have given up.

BMTC which boasts of gaining profits in terms of CRORES should first have a good hiring, training and welfare policy for their staff and then develop a reliable complaint redressal system including online. These shall solve half the problems faced by the consumers.

BMTC could emulate the complaint redressal system of BWSSB which holds WATER ADALAT to have a face to face interaction session to solve the problems .For information you can visit the following site

http://www.bwssb.org/help_faq2.htm

Hope PRAJA shall make use of this information to force BMTC to introduce the above features in its organization set up.

Personally I shall address a letter to the traffic controller in this regard. I happened to do all these exercise because I found out in recent days the bus service on Ring road connecting Gorguntapalya and Hebbal was very erratic resulting in delay to reach my office. When I started to analyze the root problem I stumbled upon the organizational defect in the BMTC which needs to be addressed in a very serious manner.

With thanks

B.Deepak Kumar