NTSA to set up complaints desk to handle PSV commuter greivances
NTSA officials inspection a matatu. The authority will set up a complaints desk to help commuters using PSV transport. FILE PHOTO | NATION MEDIA GROUP
The National Transport and Safety Authority (NTSA) will set up a complaints desk with a capacity to handle 1,000 grievances from commuters.
The officer in-charge of road safety Mr Matthew Munyao has also asked commuters using public transport to lodge their complaints with the body should they encounter unsatisfactory service.
“We are building capacity and expanding our complaints handling desk and soon we will launch a mobile number which Kenyans countrywide can use to reach us,” said Mr Munyao.
“Commuters should not accept to be subjected to loud music, arbitrary fare hikes or any other kind of harassment by matatu crew,” added the NTSA official during an interview with the Nation in his office Wednesday.
Currently, the transport authority handles only about five complaints in every two days since most Kenyans are not aware that there already exist a platform to raise grievances.
Wednesday, NTSA ordered Thika Road Transport Sacco to refund fare to a commuter who had lodged a complaint after a matatu he was travelling in refused to drop him at the right drop-off point.
RAISE ISSUE WITH CREW
Mr Munyao said should a commuter be aggrieved while using a PSV, the first step is to raise the issue with the crew.
The passenger is also to immediately contact the Sacco that particular matatu belongs to and raise the same complaint.
According to regulations on operating PSV vehicles contained in Legal Notice Number 23 of 2014, all matatus must display a phone number which commuters can use to reach each sacco’s customer care desk.
“Because many times the issue may be involving the crew, the best step is to write to the sacco and copy us the same letter then the matter will be picked up from there,” said Mr Munyao.
“The authority immediately contacts the sacco and launches investigations and at the same time connects with the commuter in a bid to get to the bottom of the issue at hand,” he added.
Failure to settle the issue amicably with the complainant can lead to the sacco losing its license, said the NTSA official.
Commuters are supposed to write an email to the safety authority through the address [email protected] or deliver a complaint letter to the NTSA headquarters at Hill Park Building, Upper Hill Road in Nairobi.
“Commuters should not accept poor services from matatus and they should realise they have the power to lodge complaints with us and we shall act,” Mr Munyao said.
