08 May,2025 10:26 PM IST | Mumbai | Rajendra B. Aklekar
Commuters can file various complaints, including fare refusal, rude behaviour/misbehaviour with passengers, charging excess fare, not returning items forgotten, etc. Representational Pic/File
The Mumbai Metropolitan Transport Authority on Thursday gave administrative approval to a new toll-free number 1800 220 110 for citizens to complain against taxis, auto-rickshaws, private passenger vehicles, and app-based transport services, officials said.
The helpline will be set-up soon and made functional.
Passengers in the Mumbai Metropolitan Region (MMR) will be able to file complaints, seek resolutions, and ensure action is taken against such unscrupulous vehicle drivers, said officials.
Commuters can file various complaints, including fare refusal, rude behaviour/misbehaviour with passengers, charging excess fare, not returning items forgotten by passengers in public vehicles, taking detours while transporting passengers to their desired destination, carrying passengers beyond the vehicle's capacity, and driving an unfit vehicle on the road.
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A helpdesk will be set up at the Regional Transport Office, Andheri, Mumbai, for auto rickshaw, taxi, app-based services, and private bus passengers in the Mumbai Metropolitan Region.
Method of Operation -
- A centralised passenger help desk will be set up at the Regional Transport Office, Mumbai (West). After receiving the complaint on the toll-free number, it will be recorded.
- Thereafter, the complaint will be communicated to the respective Passenger Assistance Team through e-mail and phone, depending on the jurisdiction in which it falls.
- After receiving the complaint, the Passenger Assistance Cell of the concerned office will be expected to take action as per the prescribed procedure, such as verbal counselling, issuing a notice to the driver through the litigation department, blacklisting the vehicle number, collecting fines, etc.
- Also, the work of the Passenger Assistance Teams started by each office will continue as usual and will complement the centralised Passenger Assistance Cell.
