Transport dept to overhaul complaint redress system

The state transport department is looking to develop a modernised complaint redress system, which will allow better coordination between citizens, traffic police and the regional transport office (RTO).

The state transport department is looking to develop a modernised complaint redress system, which will allow better coordination between citizens, traffic police and the regional transport office (RTO).

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The system will track erring cabs and autorickshaws with the help of Global Positioning System (GPS) and Global Positioning Random System (GPRS) after which the nearest authority will be alerted.

The department is currently in discussion with the Indian Institute of Technology (IIT) - Bombay to develop a mechanism through which citizens can register a complaint online and the errant driver can be tracked down immediately.

Apart from expediting the redress system, the department is also looking to upgrad its website (http://mahatranscom.in). “We are looking at a complete overhaul of the online system. The project is in the conception stage, we are discussing it with IIT-Bombay and the plan should be finalised in a few days,” said a senior transport official, on the condition of anonymity.

Currently, the state transport department has a toll free helpline number (1800220110) where the complainant can record the errant driver’s vehicle number, spot and time with the help of Interactive voice response (IVR). However, there is no mechanism to inform the commuter about the action taken on his/her complaint.

“This is not a fool-proof mechanism where you are assured that your complaint is redressed. There is an urgent need for a mechanism where the commuter’s complaint is addressed effectively,” said Rashim Menon, a Dadar resident.