Lok Sabha Question No. 2834 (UNSTARRED), answered on 2015-12-16
Subject: Behaviour Towards Passengers
Ministry: URBAN DEVELOPMENT
Asked by: DEVJI MANSINGRAM PATEL

## GOVERNMENT OF INDIA

## MINISTRY OF URBAN DEVELOPMENT LOK SABHA

## UNSTARRED QUESTION NO. 2834

## TO BE ANSWERED ON DECEMBER 16, 2015

## BEHAVIOUR TOWARDS PASSENGERS

No.2834 SHRI DEVJI M. PATEL:

Will  the  Minister  of  URBAN  DEVELOPMENT  be  pleased  to state:

- (a) whether incidents of misbehaviour with passengers are on the rise in Delhi Metro;
- (b) if  so,  the  number  of  such  complaints  received  during  the last  three  years  and  the  current  year  and  the  details  of action taken thereon;
- (c) whether  the  Government  proposes  to  launch  a  training program  for  metro  employees  to  improve  their  behaviour towards passengers and if so, the details thereof;
- (d) whether women and senior citizens have to wait for hours to get tokens at peak hours at various stations including at Chandni Chowk, Rajiv Chowk and Kashmere Gate Stations; and
- (e) if so, whether there is a proposal to open separate counters for women and senior citizens at peak hours and if so, the details thereof?

## ANSWER

THE MINISTER OF STATE IN THE MINISTRY OF URBAN DEVELOPMENT (SHRI BABUL SUPRIYO)

Contd….2….

- (a) :No, Madam.
- (b) :Delhi Metro Rail Corporation Ltd. (DMRC) has informed that as per their approved policy, the details of complaints are kept only for six months. The details of complaint pertaining  to  misbehaviour  received  by  DMRC  during  the period June, 2015 to November, 2015 are as under:

| Month           |   Total |   Average Ridership/ day (Million) |   Average Complaint per day/million ridership |
|-----------------|---------|------------------------------------|-----------------------------------------------|
| June, 2015      |     118 |                               2.53 |                                          1.55 |
| July, 2015      |     157 |                               2.59 |                                          1.95 |
| August, 2015    |      94 |                               2.65 |                                          1.14 |
| September, 2015 |     129 |                               2.69 |                                          1.6  |
| October, 2015   |     118 |                               2.64 |                                          1.44 |
| November, 2015  |     102 |                               2.58 |                                          1.32 |
| Total           |     718 |                               2.61 |                                          1.5  |

DMRC has taken following action on the above complaints:

-  In  258  cases  involving  parking,  ticketing  etc.  against contractual staff, action has been taken as per the terms and conditions of the contract.

Contd…..3….

-  In  116  cases  involving  CISF  staff,  the  complaints  have been sent to CISF authorities for taking action.
-  In  344  cases, involving DMRC staff, all complaints were inquired into and concerned staff were counselled/imparted training or action was taken against them under Discipline & Appeal Rules.
- (c) :DMRC  has  informed  that  they  have  launched  a  special three  days'  training  programme  for  staff  called  DLITE  i.e. 'Do  Lasting  Improvement in  Travel  Experience'  since  June 2014 for behavior improvement.
- (d) :No, Madam.
- (e) :Does not arise.

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