CHENNAI: Pallavan Transport Consultancy Services (PTCS) has invited proposals from established firms in the call centre industry for setting up and operating an ‘Integrated Passenger Grievance and Complaints Redressal Help Desk’ for all eight State transport undertakings to receive complaints through calls and social media.
A centralised call centre at the State level should be set up that works for 24 hours a day at MTC headquarters and would be responsible for routing the grievances of people, received over phone, email, WhatsApp and social media to the respective transport corporation through online. “A mobile number would be provided by PTCS for receiving complaint-related WhatsApp calls, photos, videos and SMS,” the proposal said.
All eight STUs comprise a fleet of 20,126 and operate 18,728 buses daily transporting 1.7 crore passengers every day. The transport department had launched two helpline numbers 18005991500 and 149 last year to register passengers’ grievances and complaints. However, the STUs, until March 2023, managed passenger complaints through manual process, relying on calls and recording the information by hand, a transport department official said, adding that hence, there was no real-time online access for senior officials and the Chairman’s Office to track complaints.
Following the announcement made in the budget session in 2022, a firm has been appointed to oversee the development, customisation, deployment, and maintenance of application software for inbound call management and grievance redressal management, utilising cloud technology and providing manpower for the help desk, the official added.
The call centre has received complaints ranging from 32,224 in January this year to 24,888 in August. The public have raised complaints and grievances across approximately 17 categories, including issues related to the Dr Kalaignar Centenary Bus Terminus, special buses, skipping of bus stops, inadequate maintenance, non-refund of balance amounts, motel concerns, misconduct during travel and significant incidents on buses.