Call, call, get rude response

The denizens of Mumbai seem to have all but abandoned the various helpline services maintained by the different transport authorities, each of which were inaugurated with great fanfare

Call, call, get rude response

The denizens of Mumbai seem to have all but abandoned the various helpline services maintained by the different transport authorities, each of which were inaugurated with great fanfare.

Transport authorities have happily concluded that this is an indication of the fact that passengers have nothing to complain about. The city's commuters, however, beg to differ.

The Central Railways' SMS feedback number was launched in November 2009, and initially received an overwhelming response. However, the situation has met with an inexplicable reversal of late.

A K Singh, PRO, (CR) confirmed the sudden decline in commuters' feedback, marked by a dwindling numbers of calls and messages sent to the helpline numbers by passengers.

"When we had introduced this number, we were receiving an average of 400-500 messages daily.

The number has dropped to a mere 50. This is good news for us. Ever since the number was launched, we have been on our feet, continuously addressing the volley of complaints that we received.

The fewer phone calls are an indicator of the fact that we have ably dealt with all the grievances received," he said.

According to figures released by officials, the CR number received 900 messages within two months of its launch. In the year 2010, the total number of SMSs touched a whopping 13,000.
u00a0
In stark contrast, only 40 such feedback messages have been received in the year 2011. "The figures bear testimony the passengers do not have any more complaints," reiterated Singh.

The line opened by the Western Railway (WR) authorities among passengers has also been receiving fewer calls of late.

Sharat Chandrayan, Chief PRO, WR, said, "The number of calls and SMSes has gone down by almost 20 per cent per day.
u00a0
The only logical explanation is that we have met the expectations of the commuters, improving in areas like punctuality and cleanliness. Passengers don't feel the need to send feedback because things are in place."

GRP helpline
At the other end of the spectrum, however, the GRP helpline number, which was inaugurated in Nov 2008, has been receiving tremendous response. Officials, however, are rather disgruntled, claiming that their callers often call up on the slightest of pretexts.
u00a0
"Most of the passengers call to enquire about their PNR status, or the reason for delay. These are not legitimate complaints, but we have to register them as well," said a senior GRP official.
u00a0
The helpline received 678 calls in the year 2008, 7,497 in the year 2009, 8,505 in the year 2010. In 2011, we got 5,346 calls."

Passenger speaks
Amit Bhandari, who regularly commutes between Andheri and Masjid said, "I have made many calls to the helpline numbers. But my complaints were not heard properly, and nor was any action taken. We try to find solutions by ourselves, after realising that calling is just a waste of time."u00a0

Speak up!
Helpline numbers
Traffic police and RTO: 1800220110/ 022-24937755
CR: 9004411111 (only SMS)
WR: 9004477777(SMS)
GRP helpline number: 9833331111
24-hour emergency helpline number (RPF): 22620800
24-hour helpline for women: 22755555 and 6745 5555
MSRTC: 1800221250

500
The average number of complaints (via SMS) received every day on the helpline in 2010

13,000
Total number of messages received on the helpline in 2010