Mumbai, August 10th: In a move aimed at improving passenger experiences and addressing issues related to autorickshaw and taxi services, license holders can now conveniently file complaints via WhatsApp. The Regional Transport Officer (East) has introduced a dedicated WhatsApp number, 9152240303, and an email address, [email protected], for individuals to report incidents of misbehavior, fare refusal, and overcharging.
Since the implementation of this initiative, a total of 154 complaints have been lodged with the Transport Office up until July 31st. Among these, 59 complaints are associated with this specific office. The complaints are divided between autorickshaws and taxis, with 53 complaints related to autorickshaws and six concerning taxis.
The nature of the complaints encompasses various issues, including 45 cases of unjustified fare refusal, seven incidents of charging fares higher than the metered rates, and two instances of misbehavior towards passengers. In response to these complaints, show cause notices have been issued to 54 license holders. Subsequently, the licenses of 99 individuals have been suspended for 15 days due to unjustified fare refusal, and the licenses of two others have been suspended for 10 days for mistreating passengers. Additionally, two license holders who were found guilty of overcharging passengers have faced a 10-day license suspension.
A total of five complaints were discovered to have been wrongly registered, and the complainants have been duly informed. Furthermore, the licenses of 15 individuals have been suspended for 15 days, and these vehicles have been blacklisted within the Vehicle 4.0 system. The Regional Transport Officer’s office has been actively communicating the actions taken regarding these complaints through WhatsApp and the provided email address.
The authorities emphasize the importance of treating citizens with respect and ensuring a pleasant travel experience. Instances of mistreatment are being taken seriously, and the office urges license holders to provide exemplary services to passengers. The introduction of the Passenger Complaint Help Desk has been well-received by citizens, and the Regional Transport Officer (East) encourages individuals to utilize this platform to report any incidents of misbehavior, fare refusal, and overcharging by autorickshaw and taxi drivers.
