Bengaluru: Though Bangalore Metro Rail Corporation Limited (BMRCL) has an online complaint redressal forum, the commuters lament it is of little use as their complaints seldom get resolved. Moreover, once a complaint is filed the complainant never gets to know about its status.
In a span of one year, more than 100 complaints have been be filed in the BMRCL’s online redressal forum, but commuters claim that none of them have been taken up by the officials.
Most of the complaints pertain to staff behaviour towards passengers. Recently a senior manager of an IT firm was upset by the ‘rude behaviour’ of a private security staffer at the Lalbagh Metro Station. The guard demanded that he converse to him only in Hindi. Though a complaint was filed against him, BMRCL has not taken any action.
Asha Reddy, a Metro commuter told Deccan Chronicle, “I have filed many complaints in the BMRCL redressal forum regarding many issues, but even today these issues remain. The metro staff manning ticket counters will demand exact change, which we sometimes don’t have. Many times I was forced to leave the counter without receiving proper change. They are a government entity and service providers, hence the people working there should be polite. ”
Commuters also complain that after filing a complaint they never get to know about its status.
Rajguru, a private firm employee told Deccan Chronicle, "There are many issues in the metro trains and stations that need to be addressed. Passengers at various Metro stations have been repeatedly complaining about the shortage of entry and exit gates and an increase in frequency. Passengers using major stations such as Majestic Interchange, Indrianagar and Mysore road have to stand in long queues, especially during peak hours. I have written many times in the complaint redressal forum to increase the exit and entry gates and ticket counters. We can just write, but we are not able to know about the status. As there has been little improvement in the situation at all these stations, I think no action has been taken.”
