Redressal of complaints. 36.1.1. The Concessionaire shall attend to Public complaints promptly and reasonable action has to be taken for redressal of each of the complaints. It shall have to maintain a register wherein all the complaints are noted for the action taken on the same, time taken for closing of the complaint and such other information that the Authority may advice the Concessionaire to incorporate in the register.
36.1.2. Within seven days of the close of each month, the Concessionaire shall have to send the Authority the complaint file in electronic form (at the authorized email address). Upon perusal of the complaint file, the Authority may, in its discretion, advice the Concessionaire to take such further action as the Authority may deem appropriate for a fair and just redressal of any grievance.
Redressal of complaints. 27.2.1 The Implementation Agency shall inspect the Complaint Register every day and take prompt and reasonable action for redressal of each complaint. The action taken shall be briefly noted in the Complaint Register and a reply stating the particulars thereof shall be sent by the Implementation Agency to the Complainant under a certificate of posting.
27.2.2 Within 7 (seven) days of the close of each quarter, the Implementation Agency shall send to the Authority a true photocopy each of all the pages of the Complaint Register on which any entry has been recorded during the course of such quarter, and upon perusal thereof, the Authority may, in its discretion, advise the Implementation Agency to take such further action as the Authority may deem appropriate for a fair and just redressal of any grievance. The Implementation Agency shall consider such advice and inform the Authority of its decision thereon, and if the Authority is of the opinion that the Complainant is entitled to further relief, it may refer the matter to the competent forum for its disposal under the Consumer Protection Act, 1986, and advise the Complainant to pursue the complaint at his own risk and cost.
Redressal of complaints. 30.2.1 The Concessionaire shall inspect the Complaint Register every day and take prompt and reasonable action for redressal of each complaint. The action taken shall be briefly noted in the Complaint Register and a reply stating the particulars thereof shall be sent by the Concessionaire to the Complainant under a certificate of posting.
30.2.2 Within 7 (seven) days of the close of each month, the Concessionaire shall send to the Authority and to the Independent Third Party Auditor a true photocopy each of all the pages of the Complaint Register on which any entry has been recorded during the course of such month and upon perusal thereof, the Authority may, in its discretion, advise the Concessionaire to take such further action as the Authority may deem appropriate for a fair and just redressal of any grievance. The Concessionaire shall consider such advice and inform the Authority of its decision thereon, and if the Authority is of the opinion that the Complainant is entitled to further relief, it may refer the matter to the competent forum for its disposal under the Consumer Protection Act, 1986, and advise the Complainant to pursue the complaint at his own risk and cost.
Redressal of complaints. 40.2.1 The Concessionaire shall inspect the Complaint Register every day and take prompt and reasonable action for redressal of each complaint. The action taken shall be briefly noted in the Complaint Register and a reply stating the particulars thereof shall be sent by the Concessionaire to the Complainant under a certificate of posting.
40.2.2 Within 7 (seven) days of the close of each month, the Concessionaire shall send to the Concessioning Authority and to the designated Officer a true photocopy each of all the pages of the Complaint Register on which any entry has been recorded during the course of such month, and upon perusal thereof, the Concessioning Authority may, in its discretion, advise the Concessionaire to take such further action as the Concessioning Authority may deem appropriate for a fair and just redressal of any grievance. The Concessionaire shall consider such advice and inform the Concessioning Authority of its decision thereon, and if the Concessioning Authority is of the opinion that the Complainant is entitled to further relief, it may refer the matter to the competent forum for its disposal under the Consumer Protection Act, 1986, and advise the Complainant to pursue the complaint at his own risk and cost.
Redressal of complaints. 46.2.1 The Concessionaire shall inspect the Complaint Register every day and take prompt and reasonable action for redressal of each complaint. The action taken shall be briefly noted in the Complaint Register and a reply stating the particulars thereof shall be sent by the Concessionaire to the Complainant under a certificate of posting.
46.2.2 Within 7 (seven) days of the close of each month, the Concessionaire shall send to MPRDC and to the Independent Engineer a true photocopy each of all the pages of the Complaint Register on which any entry has been recorded during the course of such month, and upon perusal thereof, MPRDC may, in its discretion, advise the Concessionaire to take such further action as MPRDC may deem appropriate for a fair and just redressal of any grievance. The Concessionaire shall consider such advice and inform MPRDC of its decision thereon, and if MPRDC is of the opinion that the Complainant is entitled to further relief, it may refer the matter to the competent forum for its disposal under the Consumer Protection Act, 1986, and advise the Complainant to pursue the complaint at his own risk and cost.
Redressal of complaints. 30.2.1 The Operator shall inspect the complaint register every day and take prompt action for redressal of each complaint. The action taken shall be briefly noted in the complaint register itself under the appropriate column;
30.2.2 Within 7 (seven) days of the close of each month, the Operator shall send to the Authority, a true photocopy each of the pages of the complaint register on which any entry has been recorded during the course of such month, and upon perusal thereof, the Authority may, in its discretion, advise the Operator to take such further action as the Authority may deem appropriate for a fair and just redressal of any grievance.
Redressal of complaints. 41.2.1 The Concessionaire shall inspect the Complaint Register every day and take prompt and reasonable action for redressal of each complaint. The action taken shall be briefly noted in the Complaint Register and a reply stating the particulars thereof shall be sent by the Concessionaire to the Complainant under a certificate of posting.
41.2.2 Within 7 (seven) days of the close of each month, the Concessionaire shall send to the Authority and to the Independent Monitor a true photocopy each of all the pages of the Complaint Register on which any entry has been recorded during the course of such month, and upon perusal thereof, the Authority may, in its discretion, advise the Concessionaire to take such further action as the Authority may deem appropriate for a fair and just redressal of any grievance.
Redressal of complaints. Subject to Article 17.3, BIAL shall inspect the Complaint Register every day and take prompt and reasonable action for redressal of each complaint. The action taken shall be briefly noted in the Complaint Register and a reply stating the particulars thereof shall be sent by BIAL to the Complainant under a certificate of posting.
Redressal of complaints. Complaint Register The Operator shall keep one register (the “Complaint Register”) in every Bus for recording of complaints by passengers, and another for recording of complaints by drivers and maintenance staff. The Complaint Register shall be securely bound, and each page thereof shall be duly numbered. It shall have appropriate columns including the complaint number, date, substance of the complaint and the action taken by the Operator. Without prejudice to the provisions of Clauses 41.1.1 and 41.1.2, the Authority may, in consultation with the Operator, specify the procedure for making complaints in electronic form and for responses thereto. Redressal of complaints The Operator shall inspect the Complaint Register of every Bus before undertaking any Maintenance, as the case may be, and take prompt and reasonable action for redressal of each complaint. The action taken shall be briefly recorded by the Operator in the Complaint Register. In the event that a complaint shall require an urgent response from the Operator, the driver of a Bus or any maintenance staff of the Authority, as the case may be, shall inform the Maintenance Depot or the Control Centre forthwith. The Operator shall submit to the Authority, extract of the Complaint Register no later than [●] days from the close of each month. If the Operator fails to address complaints in accordance with this Article 41, the Operator shall pay Damages equal to [●] % of the Performance Security for each day of delay to rectify the complaints specified in the Complaint Register, to the satisfaction of the Authority.
Redressal of complaints. 34.2.1 The Operator shall inspect the Complaint Register every day and take prompt and reasonable action for redressal of each complaint. The action taken shall be briefly noted in the Complaint Register and a reply stating the particulars thereof shall be sent by the Operator to the Complainant under a certificate of posting.
34.2.2 Within 7 (seven) days of the close of each month, the Operator shall send to the SPV a true photocopy each of all the pages of the Complaint Register on which any entry has been recorded during the course of such month and upon perusal thereof, the SPV may, in its discretion, advise the Operator to take such further action as the SPV may deem appropriate for a fair and just redressal of any grievance. The Operator shall consider such advice and inform the SPV of its decision thereon, and if the SPV is of the opinion that the Complainant is entitled to further relief, it may refer the matter to the competent forum for its disposal under the Consumer Protection Act, 1986, and advise the Complainant to pursue the complaint at his own risk and cost.
