By Tabisa Mntengwana
METROBUS is to act on complaints by passengers, which range from tardy timekeeping and overcrowding to rude drivers.
"We acknowledge the complaints and we are committed to making a change," says Metrobus marketing and communications manager Charles Hlabela.
He adds: "Joburg Connect [the City's call centre] receives more than 7 000 calls for Metrobus every month - 98 percent of these calls request general information and two percent are complaints."
However, Metrobus "has embarked on several initiatives to address complaints received from passengers recently".
According to a press release issued by Metrobus, these include:
- Analysing bus routes to ensure an efficient use of the buses available;
- Rescheduling routes that are either under-utilised or overcrowded;
- Setting up an anonymous hotline to deal with complaints about drivers; and
- Making a commitment to keep to schedules.
"People will start seeing changes on a larger scale in March," according to a company press release.
Metrobus is to analyse the present routes offered, looking at where demand is high and where it is under-utilised.
The company will then reschedule routes, "but without affecting service delivery". This will ensure there are sufficient buses in areas where there is the highest need and at the same time suggest alternative routes in areas where there are few passengers, "say three to 10 passengers per 70-seater or 60-seater bus".
Many of the complaints have been about the late arrival of buses. Reasons for such delays, says Hlabela, include accidents, heavy traffic and traffic light failures - "factors beyond Metrobus' control".
However, "Metrobus has committed itself to always adhere to the schedule and the timetable". According to the press release, "the company has set itself a target of 98 percent adherence to the schedule and timetable and is currently at 96 percent".
In addition, Metrobus will ensure customers have a platform from which to log complaints. Customers can call Joburg Connect on 011 375 5555 and the call centre will forward all complaints to Metrobus.
Metrobus has also set up a toll free number for complaints regarding drivers, such as not giving tickets or change. Passengers can call Tip Off Anonymous on 0800 00 48 26 or email mbus@tip-offs.com.
The Metrobus technical department is also undergoing changes, "including obtaining required resources to increase its efficiency".
According to Hlabela, the company is investigating acquiring more buses to alleviate overcrowding.
The company is also consulting the unions because changes will affect the drivers and other staff members.
"We assure our passengers that the current challenges are being addressed and will be resolved," the company says.
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