Urban Acres: Ahmedabad: Sunday, January 12, 2025.
Over the past four years, the Ahmedabad civic authorities have received 792 complaints about the poor conduct and reckless driving of BRTS (Bus Rapid Transit System) drivers. Despite passengers’ concerns ranging from mishandling of buses to the failure of drivers to stop at designated stations, the authorities have failed to take adequate action to address the grievances. Alarmingly, the data gathered through the Right to Information (RTI) Act reveals that only one driver was penalised during this period, raising serious questions about the effectiveness of the system meant to safeguard passengers’ interests.
The issue is more than just about a few complaints. With more than 100,000 passengers relying on BRTS buses daily, the prevalence of these issues highlights the growing discontent among the public. The toll-free helpline set up by the Ahmedabad Municipal Transport Service (AMTS) to encourage passengers to report driver misconduct or safety violations has turned out to be largely ineffective. Passengers have voiced frustrations over the lack of accountability, as several complaints — including those regarding serious incidents — go unaddressed. The limited disciplinary actions, and particularly the negligible response to the contractors, reflect a significant gap in the city’s approach to maintaining public safety.
Atik Saiyed, a concerned resident of Jamalpur, voiced his dissatisfaction, stating that despite numerous complaints filed, the lack of a robust mechanism to address these issues has undermined the credibility of the complaint system. “Only one driver has been penalised, while serious concerns about reckless driving and passenger injuries remain unresolved,” he remarked. This stagnant state of affairs is a cause for concern, especially given the growing number of passengers using the BRTS network.
From a sustainability and civic responsibility perspective, the lack of accountability in public transport services is deeply troubling. Sustainable urban transport relies on more than just eco-friendly buses and infrastructure; it demands effective governance and a robust mechanism for addressing the concerns of commuters. Inadequate responses to complaints compromise the reputation of Ahmedabad’s public transport system, diminishing confidence in its ability to serve as a reliable, safe, and sustainable option for city dwellers. If this situation persists, it could not only affect the credibility of the system but also discourage future investment in sustainable public transport infrastructure.
It’s not just about disciplining the drivers, but ensuring that a comprehensive and well-defined process is in place to resolve complaints swiftly and efficiently. Passenger safety should be a top priority for any public transport system. To ensure long-term success and sustainability, Ahmedabad must consider reforming its approach, perhaps by increasing accountability within the BRTS contractors and improving the efficiency of its complaint resolution system. Authorities need to demonstrate that they are genuinely committed to passenger safety and are willing to take substantial action to remedy any negligence or misconduct. With adequate attention to these issues, Ahmedabad’s BRTS can become a model of both operational efficiency and civic responsibility.
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