Third Complaint-Rule violating, dangers, disrespectful, customer dissatisfactory service
1. Regarding the poor, dangers, disrespectful, harmful, customer dissatisfactory and rules violating bus service operated by BEST organisation it is their prima facie responsibility to ensure proper and consumer satisfactory service.
2. It is obligatory on BEST part that they should exercise sufficient control over their staff and evolving such a system that the service is provided at the satisfactory level to the consumers. It is seen that the supervisors are not deputed to check the service and in case they are present they too overlook the staff for violations of rules and lack of service.
3. Passenger complaints should come only in a rare case where the administration fails to provide satisfactory service in spite of all out efforts being made and should be dealt in an open hearted manner because it opens the eyes of the organization against the real culprits. However it is seen that neither BEST are interested in controlling their staff by tightening up their machinery nor by encouraging customers to participate in the matter.
4. Absence of providing customer charter or their rights and their commitments and services towards passengers shows their level of dedication to consumers.
5. Not providing Complaint book in the buses is further lack of service as it is obligatory on BEST part to provide complaint book at the service points itself. This practice was available earlier but discontinued to shelter their unruly staff. More so non availability of complaint book in the buses tends to loos its weight age as witnesses are not available afterwards. Complainant is further harassed by calling them on enquiry repeatedly at unsuitable time and pressurising and thrashing to take back the complaint.
6. Incidents of threatening and down treated manner treatment in the bus depots where only BEST staff is in majority is further a question of passenger safety which is totally overlooked particularly for woman and children. Even entries to BEST depots are restricted. No outside road touch complaint booth is available. Even the complainant is not allowed to enter, ill-treated, thrashed, manhandled to shelter the culprit staff which are ultimately acquitted. The confidence popped by BEST in their staff that they are free to do any such crime and unruly act is the result of anti social behaviour by BEST staff.
7. The BEST staffs involves in argument even if they are wrong and use abusive languages manhandles and hits the passengers. They are confident that department will save them they walk away freely. However if a passenger do anything he is booked and arrested for obstructing government staff for duty. How long the public stands mum folding hands against such treatment? Even schoolchildren and the girls too are manhandled by BEST staff. Women and elderly ones are also not spared. In such one incident the BEST bus conductor has pushed out a schoolgirl on the road in middle for short of change on 16/12.If any thing would have happened to her who will be responsible? It is the duty and legal binding on BEST to provide customer service to their satisfaction.
8. The BEST collects lots of changes from commuters and even does not deposit in RBI thus hoarding coins. The conductors don’t carry sufficient change and get down the passengers from the bus for short of change. Facility of coupons is not available in BEST as in Railways. BEST failed to justify under which rule passengers are forcibly made to leave the bus for short of change.
Further the BEST buses are running in the same manner even after this eye opening complaint sent and no improvement is seen. It shows that BEST are one of the most customer unfriendly and dissatisfactory service provider.
My complaint is pending in BEST records with displeasure and customers dissatisfaction remarks from my side.
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