Poor grievance redressal shocks Metro commuters
Tall claims made by Central Industrial Security Force (CISF) personnel and Delhi Metro Rail Corporation (DMRC) officials of providing a customer-friendly environment appear to fall flat on their face, after some commuters filed written complaints of misbehaviour by DMRC and CISF staff.
Millennium Post accessed these complaints, wherein one complainant said he was being threatened to appear numerous times to face the legal process on his complaint. Another complainant said that officials at a Metro station behaved with him rudely.
Alakshendra Mishra, a regular commuter, had a tough time when a CISF personnel misbehaved with him while waiting for his turn for checking of baggage at XBIS machine.
"On Tuesday, there was a huge line at the XBIS machine at Noida City Centre. All commuters were waiting for their turn when a snag hit the scanner machines. I inquired about the time to rectify the machine, but they gave me no response. On asking the complaint book to register the complaint against the CISF personnel, they said they didn't have one," said Mishra.
He added that an official in plainclothes, who claimed to be a senior officer of the CISF, intervened and told Mishra that the complaint "will only come to us and we will tackle the matter and for further legal proceeding." Mishra was told that he will be regularly called for enquiry. In the meantime, he clicked an image of the complaint register.
Another complainant, Anil Gupta, said: "I saw a disabled person being talked to rudely by a parking attendant at Welcome Metro station. I rushed to help him and notify the grievance in the complaint book. But the Metro official, Sanjay Kumar, was rude to me on asking for the complaint book."
However, a DMRC official said: "If there is any lapse by any staff, disciplinary action is taken after ascertaining all facts. Any commuter can also lodge complaint by using 24x7 helpline number."
"We have not received any complaint regarding this complaint," said a CISF spokesperson.