Kochi: A rise in passenger complaints over dissemination of information relating to bus operations is being recorded at major KSRTC depots like Thrissur due to lack of dedicated enquiry counters.
The counters were earlier manned by controlling inspectors but former ma-naging director Tomin J. Thachankary redeployed them and entrusted them with the management of bus schedules towards the end of his term, rendering them non-functional.
The same resulted in large number of complaints with the management then forced to deploy ministerial staff (clerical staff) for answering passenger queries. “We’ve deployed three ministerial staff by turn specifically for the job from 2 p.m. to 10 p.m. during week-ends and Mondays when there is a heavy commuter rush,” said Mr V.M. Thajudheen, Ernakulam district transport officer.
However, unlike controlling inspectors, who are in the know-how of bus operations, the ministerial staff have no idea over bus routes and timings. This added to confusion and further rise in passenger grievances.
Among the complaints recorded in Thrissur, one was against one of the ministerial staff. “A passenger asked her the next option to travel to Tiru-vambadi. However, she as-ked him to take an auto. She thought the commuter was referring to Tiruv-ambadi temple nearby and had no idea about the place by the same name near Kozhikode,” sources said.
A dedicated round-the-clock enquiry counter is the need of the hour at major bus stations like Ernakulam and Thrissur which deal with a large number of buses at any given time, they said.
The scenario arose as the move by the earlier management to entrust Kudu-mbashree workers with enquiry and reservation counters is yet to materialise with the matter pending before the court.
