In the absence of genuine and timely feedback from the end users, a service providing organisation remains in the dark about the actual quality of service that is offered by them. Faults and lacunas remain un-addressed. Quality of service deteriorates. As a result, end-users wane away in search of alternate sources for the services. Ultimately the service providing organisation suffers irreparable setbacks.Assam State Transport Corporation fell a victim to a similar situation of severe communication gap and suffered tremendously.
The current management of ASTC has introduced a round the clock Control Room at its Head Office at Paltanbazar in Guwahati. It is equipped with modern necessary gadgets and amenities and manned by sufficient well trained staff. There is a “Toll Free” number (18003453986) and also “Whatsapp numbers” (9854006002 & 9854006002) through which anybody can communicate for any query. Besides, there is an active e-mail account for the Control Room which answers to any queries, the e-mail id is email@example.com.
Feedbacks, complaints and grievances are also entertained at its Control Room. Whenever received, feedbacks and complaints are immediately forwarded to the relevant officials for immediate redress.
There is also a Grievance Redressing Cell headed by Shri Madhab Dutta. Complaints or grievances may be communicated directly to him also at his mobile number, 9706420387 besides the said e-mail Id. of the Control Room.
Above all this, anybody can directly contact any official of ASTC at any time. The contact numbers of all the key officials are made available in its official website, www.astc.assam.gov.in
Since introduction of the said facilities, response from the commuters and public has been overwhelming. ASTC has been successfully able to disseminate required information and also to address the grievances whenever they come through , thereby improving its services.
Name: Shri Madhab Dutta