B.E.S.T. Undertaking Complaints & Reviews

Same thing happened to me I Recharged through online I got receipt and it says renewed when I check status from online it showing correct when I go and check with Conductor it says your card is expired I don't know what is best doing? Here is my card number [protected]. Even There is no customer care Number no emailaddress it is very said to best passengers. I recharged on july 19

I am regular travelling by route no.707 and my observation is that frequency of route no.707 is very irregular, in the evening time we will not getting bus within a hours.

This is not one day problem it is regular problem we are not getting Bus of route No.707 within hour in evening time so my humble request to you to regularize the frequency of route no.707 and see that we will get bus at least within 15 min to 30 min

My suggestion is that else you can start one more route from Goregaon Depot to Bhayander and Bus will operate from Goregaon To Poisar on the same way as Bus No.223 is operating and from Poisar either it will operate on the way of Route No.707 or it will go on western express highway from Borivali Fly over at Kora Kendra (Same as route No.223 is Going)

Dear Sir

as Schools are started Students want to take bus passes but issuing authority at mulund bus aagar not guiding Students properly, even for small mistakes they are sending studnts back to start same porcedure again.Officer who Signs the form takes lunch from 12.30 to 2.00pm while students are standing in que waiting for him for long time . but does not care for them. best authority should display all necessary condition in Marathi so each student can understand easily

so i hope best authority will take necessary action

santosh kadam

Same experience we r getting at Divine high school bus top at Andheri east. Every day between 6.10pm to 7.00pm buses are packed in back side.
one or two person can catch the bus & for ladies no one can catch. We around 8-9 ladies stand for around 45minutes. Many times bus driver never stop the bus at bus stop. Conductor stand onlyin back side & never ask passenger to move. Yesterday bus no 185, 533, 443 & some other not stopped at stop. For us not possible to take batch no of conductor. So at least best should appoint TC at this STOP. As we have least optionbest should take care of ladies and should start ladies bus from stop at peak time.

Hope senior will take care.

We assume that BEST is public transport & running for Public benefit.

Thanks

Sandhya
[protected]

Dear Sir / Madam,

I am travelling by BEST Bus No. 209 from Borivali station to Jiwalapada bus stop. Conductor of the Bus always gives ticket from Thakur Cinema to Borivali and is charging Rs.10. Fact of the case is that the distance between Borivali station to Jiwalapada bus stop is less than 3 KM and accordingly Ticket fare should be Rs. 7 as per the new fare chares. When I complained this thing to the Conductor, they are saying that in their electronic ticket vending machine they can not print ticket between Borivali station to Jiwalapada bus stop to as their no such calibration in the machine and hence Fare will be Rs. 10 only.

In this way everyday thousand of travellers are fleeced and cheated by the bus conductors of BEST buses
.
Hence I request you to take suitable action in the matter and provide some relief for the poor consumers which are suffering on daily basis.

Thanks & Regards,

Vikas Lohiya

RS.35/- ONLY BILL FROM JULY TO OCTOBER, 2011, REGISTERED COMPLAINT FOR FAULTY METER IN SEPT,2011 BUT NO RESPONSE.

THEN SUDDENLY RS. 14000/- BILL FOR NOVEMBER,2011. COMPLAINT FOR FAULTY METER MADE AGAIN AND REQUEST FOR CREDIT , BUT BEST OFFICIAL SAID MTERER IS OK. NO CREDIT GIVEN.

THEN FEBRUARY,2012 BILL WAS RS.101/- AND MARCH,2012 BILL FOR RS.1077/-. AGAIN MADE COMPLAINT FOR FAULTY METER BUT NO RESPONSE.

Dear Sir,

I was just returning from Borivali to Mulund by A/C bust No.1185, on date 19/04/12 at 22.05 ( Departure from Borivali). I was complitely surprised that BEST A/C was not working at all. People on the bus start getting suffocate and sweating. I complaint to bus conductor Batch no. 182072 about. He showed me one reciept which was mentioning that BUS A/C is working all right and OK just 5 min before by authrised person in BEST depot Borivali, but in real it wasn't.

Bus conductor given us traffic controller no from Vadala ([protected]) who annoyed complaint and ask to contact othere person no. We tried it 4-5 times but no responce and at the end authorised person in traffic control complitly annoyed public and was not responding to me on phone properly.
BEST even refused to repay the ticket amount. This was real harasement by BEST of Mumbai public. And this is not first time , It happened to me many times while BEST traveling. There is some serious matter with vehical made and its maintainance. (BIG FRAUD BY BEST IN A/C BUSSES)

Kindly look into matter suspeciously and do the needful.


Thank you,

Regards,

DR BALWANT S.

I Boarded the Bus No 302 and Bus no MH 01 AP 1064 and the bus conductor name Washim and his I'd no 88888 was very rude as he had given me a wrong ticket where in a ticket from vikhroli aagaar to mulund check naka is 25 rs but he gave me a ticket of 30 rs from vikrohli aagaar to marathon chowk and when I told him that he has given me a wrong ticket, he started speaking rubbish and was very rude and was blaming me only that you don't know or what and you should tell me to give the ticket for 25 rs and made so many cheap statements and insulted me and when I asked for his I'd no he said its there on the ticket and when I told him there is no I'd no on the ticket then he wrote some other fake name and I'd on behind of the ticket and when I insisted to check the I'd no then got his actual details as mentioned above.

Please take some serious action against him so that he knows how to speak with ladies and from next time gives the correct ticket to the customers.

Compalaint against BEST management
On 06/03/2012 at 12.30 pm the semi low floor Bus of Route No 50 while going towards Bhaucha Dhakka near Dockyard railway Station after passing below the railway track while coming on to the P Demallo road at the cross junction took right turn on RED Signal.
The Incident is brought to your kind attention as an example to show that practice of signal violation is continued by your drivers and constantly supported by you.
Constant Rule Violation and Inaction on your part shows that you are
1. Working under pressure of your staff.
2. Inactive and irresponsible Management.
3. You try to cover the route with fewer buses and staff by completing the trip early.
4. Drivers are forced to follow unrealistic schedule of leaser time and duties are fixed trip wise forcing them to complete the trip early.
This shows that your management is more responsible than your bus staff to maintain proper service.
Also tremendous number of complaints are pending which are not resolved.
Stern action is needed against the top management to ensure safe and satisfactory services which is the root cause of poor and unsafe services reflected by bus staff.

BEST 260 crore of Violation/Complaint cases
BEST might be having Aprox 260 Crores cases of violation/complaint in a year. Still BEST. ( for Customer dissatisfaction )
The following calculation will shows the complaint cases not registered and controlled by you.
(A) At bus speed of 15Km/hr for Daily Run of 16 hrs is 240 Km.
Total stops 240*3=720
Not halting on parking lane at stop (Min 50%) 360
Running early before proper boarding/ Aligting (Min 50%) 360
Wrong Lane ( 1st Lane)/ Lane Cutting(Min 50%) 360
Signal break/ Free left without caution/ Speeding at yellow 240
Zebra Crossing overshoot/No space to pedestrians crossing/ 240
Parking close/ Not maintaining safe distance 240
Misbehaving with passengers over Change etc 240
Total No of cases of violation/Complaints 2040
Total No of violation/Complaints cases 3000 Buses per day 61,20,000 ( 61.20 lacs)
Total No of violation/Complaints cases in a year 223,38,00,000
(223.38 Crores/223.8 Million)

(B) Woman’s harassment and endangering children’s safety
No front door /separate door or Queue in bus for ladies leading to woman’s harassment and endangering children’s safety 10,00,000 per day
Total No of woman harrasment/Children safety
violation/Complaints cases in a year 36,50,00,000
(36.50 crores /365 Million)

Total No of violation/Complaints cases in a year A+B 259,88,00,000 Say 260 Crores (259.88 crores/2598.80 Million)
No Time Table. No service commitment. No customer satisfaction. No right to passengers.
No complaint entertained. If taken more harassment.

Fifth Complaint-Unsafe, Dangerous, Traffic Rules violation and accident prone Bus operation.
1. The buses start and stop with a jerk. Even when the passengers are hanging out conductor hurriedly rings the proceed bell although he is bound to ensure that passenger is not even on the footboard stairs and reached the standing placed marked. The drivers too change the gear and start even when the passenger is completely got down although he is bound to ensure that passenger is at a safe distance away and moving of the bus will not endanger him.
2. The buses runs from the first lane which is marked for light vehicles instead of from the second lane which is marked for heavy vehicles. This results in casualty of many light vehicle passengers particularly two and three wheeler vehicle. It runs very close to passengers standing on middle dividers for crossing which itself is very narrow resulting in endangering their lives.
3. The buses breaks the signal and crosses red light which is offensive. It uses free left yellow as green even tough pedestrians are crossing the road on green man. It crosses all yellow lights at high speed.
4. The buses start and stop before the schedule stops and sometimes does not stops at stop although it is mandatory to stop at each stop resulting in hardships to passengers.
5. The buses stop on the second lane instead of parking lane thus endangering passengers lives and creating traffic jam for the following vehicles.
6. The buses do not maintain a safe distance from the vehicles running ahead of it resulting in accidents. It does not slow down even if pedestrians are crossing the roads.
7. The Buses stops at Red light only if a vehicle stopped ahead of it otherwise it breaks signal and goes ahead making it prone to accidents. Even if stops it is very close to first vehicle with no space between and much ahead at Zebra crossing point making it difficult for pedestrians to cross the road.
8. The Buses do not follow lane discipline and runs in a jig jag way resulting in accidents. They do lane cutting at dangerous speed. The buses runs at high speed in narrow lanes and in congested traffic and crowded place killing people on the road and in small vehicles. No governors are installed to limit the speed to 30Km.
9. The drivers take more than required rest after reaching destination and covers the time by making rash driving. The booth supervisor overlooks it. The bus must leave immediately from starting point without unnecessary wastage of time.
10. The bus is placed at exit stop and not on boarding stops so that passengers can sit and settle down. Passengers are forced to stand in noon and bus is placed just before leaving at boarding stop creating chaos.
My complaint is pending in BEST records with displeasure and customers dissatisfaction remarks from my side.

Fourth complaint- Womans sexual harassment and non safety of children by BEST.
By not providing entry to woman and children from the front door BEST are creating circumstances of Woman sexual harassment by some mischievous male passengers and non safety of children. A door in the middle may be constructed behind front wheel after front three seats clearly demarcating space in the bus for ladies passengers. While male passengers will use this middle door as exit door the woman and children can enter and exit freely from the front door. No male passengers are allowed beyond this point. However as BEST current customer unfriendly treatment manner it is also become impossible for BEST and the women passengers are sexually harassed and children prone to remain unsafe. The suggestion is not even replied by BEST.
What action the BEST have taken against the BEST bus conductor who has pushed out a schoolgirl on the road for short of change on 16/12/2011 doing such bravery full act. Can BEST wipe out its ill image from her mind? Have BEST taken any stern action and let the society know about it?
BEST have not replied on this complaint and is pending.

Third Complaint-Rule violating, dangers, disrespectful, customer dissatisfactory service
1. Regarding the poor, dangers, disrespectful, harmful, customer dissatisfactory and rules violating bus service operated by BEST organisation it is their prima facie responsibility to ensure proper and consumer satisfactory service.
2. It is obligatory on BEST part that they should exercise sufficient control over their staff and evolving such a system that the service is provided at the satisfactory level to the consumers. It is seen that the supervisors are not deputed to check the service and in case they are present they too overlook the staff for violations of rules and lack of service.
3. Passenger complaints should come only in a rare case where the administration fails to provide satisfactory service in spite of all out efforts being made and should be dealt in an open hearted manner because it opens the eyes of the organization against the real culprits .However it is seen that neither BEST are interested in controlling their staff by tightening up their machinery nor by encouraging customers to participate in the matter.
4. Absence of providing customer charter or their rights and their commitments and services towards passengers shows their level of dedication to consumers.
5. Not providing Complaint book in the buses is further lack of service as it is obligatory on BEST part to provide complaint book at the service points itself. This practice was available earlier but discontinued to shelter their unruly staff. More so non availability of complaint book in the buses tends to loos its weight age as witnesses are not available afterwards. Complainant is further harassed by calling them on enquiry repeatedly at unsuitable time and pressurising and thrashing to take back the complaint.
6. Incidents of threatening and down treated manner treatment in the bus depots where only BEST staff is in majority is further a question of passenger safety which is totally overlooked particularly for woman and children. Even entries to BEST depots are restricted. No outside road touch complaint booth is available. Even the complainant is not allowed to enter, ill-treated, thrashed, manhandled to shelter the culprit staff which are ultimately acquitted. The confidence popped by BEST in their staff that they are free to do any such crime and unruly act is the result of anti social behaviour by BEST staff.
7. The BEST staffs involves in argument even if they are wrong and use abusive languages manhandles and hits the passengers. They are confident that department will save them they walk away freely. However if a passenger do anything he is booked and arrested for obstructing government staff for duty. How long the public stands mum folding hands against such treatment? Even schoolchildren and the girls too are manhandled by BEST staff. Women and elderly ones are also not spared. In such one incident the BEST bus conductor has pushed out a schoolgirl on the road in middle for short of change on 16/12/2011.If any thing would have happened to her who will be responsible? It is the duty and legal binding on BEST to provide customer service to their satisfaction.
8. The BEST collects lots of changes from commuters and even does not deposit in RBI thus hoarding coins. The conductors don’t carry sufficient change and get down the passengers from the bus for short of change. Facility of coupons is not available in BEST as in Railways. BEST failed to justify under which rule passengers are forcibly made to leave the bus for short of change.
Further the BEST buses are running in the same manner even after this eye opening complaint sent and no improvement is seen. It shows that BEST are one of the most customer unfriendly and dissatisfactory service provider.
My complaint is pending in BEST records with displeasure and customers dissatisfaction remarks from my side.

Dear Sir,

I( Mrs Bina) want to draw your attention towards the conductor of bus no 324. I boarded the BEST bus at Agar bazar( near Sidhi Vinayak) at about 12.05 PM on 10.3.12. I purchased a ticket of Rs 40/ as i was to go to Chandiwali and return back.My Ticket no was [protected] dt 10.3.12 time 12.09.56. While returnig back to Agar Bazar I boarded a bus 409 by ( bus MH01 L8822) upto Marol Naka at 17.24.04 time, when I showed the ticket to conductor, I got a shock of my life when he said that the ticket ( of Rs 40/ which I had purchased ) was meant for a Male and not a female. I was made to purchase another ticket upto Marol Naka for Rs 7 ( Ticket no. [protected]) and further from Marol to Agar Bazar for Rs 14/( Ticket no [protected] by Bus no 324 by bus MH01 LA 5471 at 18.13.28 hrs on 10.3.28 hrs) . On my further enquiry he told me that their is no difference of fare between a male or female commuter. Under these circumstance I submit
I was wearing Punjabi suit of Blue colour with a duppatta and from any angle i was not looking like a male
I have long hairs( not boy cut or short cut ) and hence could not be termed as a male
I being a Hindu has put a BINDI on fore head, with ear rings and bangles, and hence coould not be mis-understood as a male.
I was sitting on right hand side of the bus at second row meant for ladies.
Despite all these I was given a male ticket by the conductor.
Please explain-
whether the conductors are subjected to eye test.
whether this is the policy of the BEST to thug money from common people.
what is the remedy for my agony
what action is being taken against such employees of yours
how much money is collected through such unfair means
shall I approach the BEST through Right for Information

Yours sincerely'

Bina

Hi,
I shahid Mohammed Qasim Surve have received an amount of Rs 37,780 as electric bill for the month of Jan-2012. When the same was discussed with the officer sitting in BEST office he verbally said that the bill is not correct, there is some problem with the meter but he was not clear what was the problem and simply said that you just pay the bill everything will be corrected and the amount will be adjusted in the next bill. I didn’t paid the bill as the bill was not correct and nothing was given in written. This month I received a bill of Rs 39,465 for the month of Feb-2012.

I cannot pay such a big amount kindly someone please let me know what to do and how can this be corrected,

Customer No[protected]*2
Old Meter no- E818201
New Meter no-A107996

Respected Sir / Madam,

I renewed my bus pass on 03rd Feb'12 & on 06Th Feb'12 some how i lost it. When went to Aware Depot requesting for new Smart card, They denied saying you have to apply for new bus pass again which is not possible for a Middle class people. And when asked for Complaint / Suggestion box he said Their is noThing as such in our depot. It was being 3days only i renewed my bus pass which is from Jogeshwari Station West to Kanchpada costing me 325rs.

Very disappointed wiTh such rules of BEST.
Hope you will look into The same.

Regards,
Chandresh
# [protected]

It is been very frustrating for not having regular bus service of route No.348 LTD. at Chunabhatti BEST Depot,especially between 9.00 AM to 10.00 AM. Many people from different organisation like MHADA, MMRDA,MSEB,ONGC,etc. have to attend the office before 10.00 AM, but during this crucial time the BUS service is found to be very useless. Passengers are victimised mentally as well as financially by using Auto or Taxi. We have complaint several time to the BUS DEPOT Manager, but nothing has been done positively to improve the service. I would request BEST authorities to take immediate step in this critical issue otherwise we are planning to lodge complaint in the consumer forum and by calling information via RTI Act. We hope BEST will do its best in this matter.

AC bus No.AS-525

I am frequently travel by BEST AS-525 from Jogeshwari to Mhape L&T Infotech.

The frequency for bus route AS-525 in the evenings is very irregular.many time AC buses doesn't come till
L&T Infotech which is the last stop.
From last 2 Month at around 6.30pm but there was no buses till 7.35pm.
Many people were got frustrated.
When asked at the depot they say that there are no buses available at the depot to send out,
We understand the traffic problem, but does this really cause the delay by more than an hour?
How then would you expect people to use public transport. Because of lack of public transport.
BEST should increase BEST buses.

The drivers and conductors on this route say that most of the Only AS-525 route are under repair
and very few buses running and these so called running buses always have some problem because for no proper maintenance,
and when asked we are told that there is no proper maintenance company to maintain these buses.
The commuters are quarterly pass holders and this is good revenue for BEST organization.
I understand that the population increase has got the buses to be crowded,

Please do the needfu.


Regards.


Uday Ghadi.

hello

i vinayak naik i got selected for jr. draughtsman post in brihan mumbai electric supply from the exam they conducted, further i paid 25 rs. medical fees for medical examination,i went to mumbai central best depo to submit the form , the person who seats on counter gave me date 30/01/2012, i appeared on that day but he was not ready to take my medical he was giving me lame excuses that i came late and all ,then he said we are fully occupied we cant take your medical now but the fact is that i went there on time at 10.30 as he informed me one month before, then he said nothing can be done still i can give u one date, i was shocked on the date that he gave hesaid come on 1 july 2012 , doctor and the person who seats on the counter they are both currupt , i went to doctor but he rudly said we cant do anything and shouted on me, i have all the documents of exam and medical fees
action has to be taken on this curruption going on at BEST , bedekar madam is HR at back bay vij bhavan she too can give all my details

email id: [protected]@gmail.com
[protected]@yahoo.co.in

phone : [protected]
[protected]

First Complaint
On 11/11/2010 the bus of route no 50 for Bhaucha Dhakka arrived at Jijamata Udyan Byculla at 16.18 after approximately one hour. Normally the frequency is at 30 minutes. Such poor service is totally unsatisfactory. The frequency time and Bus timing should be written on the Bus stop so that people should not wait for the Bus and west their time. Will the BEST has any explanation?
Second Complaint cum Suggestion
The complaint is re send in points form
On 11/11/2010
(1) the bus of route no 50 for Bhaucha Dhakka arrived at Jijamata Udyan Byculla at 16.18 after approximately one hour.
(2) Normally the frequency is at 30 minutes. Such poor service is totally unsatisfactory.
(3)The frequency time and Bus timing should be written on the Bus stop so that people should not wait for the Bus and west their time.
Will the BEST has any explanation?
Out of the three points remarks offered by you for only first point. The 2nd and 3rd point not replied. The reply too is incorrect as one of the bus was canalled on that day so that the next bus came after one hour.
The complaint is again forwarded with displeasure remarks to be noted.
Kindly give satisfactory reply within fifteen days.
Third Complaint cum Suggestion
(1)The cancellation of buses on routes of poor frequency must be avoided and if inevitable the earlier bus should run little late to equalize the headway equally.
(2)The frequency of 25 minutes is not suitable in a city like Mumbai and can be improved by introducing mini buses which in turn attract more passengers.
(3) The timings of buses can be easily pasted in a paper sheet. Public Time Table should be made available for sale in booklet form at all starting point and on the web.
It is very disappointing that instead of improving your self you are giving excuses and public have to give the solutions.
Fourth Complaint
Your reply is not satisfactory regarding unavailability of bus for one hour on 11/11/2010 as it could not provide any explanation which is beyond the control of your administration. This is only an example o[censored]nsatisfactory service run by your organization and careless approach to customer complaints resulting in further lack of service. It is obligatory on your part to provide proper service to people and solve their grievances resulted due to lack of service on your part. The suggestions regarding running of mini buses to improve frequency and putting time table sheet and on line and printed timetable as the railways does is also not accepted. If you do not have a timetable what punctuality you will maintain.