SMSs being used to keep errant auto drivers in line

Bangaloreans prefer to text their complaints against autorickshaw drivers than file them at police stations

Complaints are sent through SMSs which get registered at a server.

By Shraddha Choudhury

BANGALORE (Oct. 20)—Three months into the SMS-your-complaint-about-auto-drivers scheme introduced by the Bangalore Traffic Police, people in the city are putting it to good use.

Initiated in July 2011, uptake of the service, which allows commuters to take pesky auto drivers to task via an SMS, was slow. But the people of Bangalore are now aware of the service and are using it for their benefit.

Since the first complaint registered on July 17, 731 complaints have been filed.

“This service was not publicized much when it started,” said police Inspector H.R. Reddy. “But about a month back, we distributed over 100,000 pamphlets, publicizing them at junctions and auto stands, to let people know about it.”

How the service works

If an auto driver refuses to take on a passenger or overcharges them, complaints can be filed against them in the following ways:

• In case of refusal to ply, commuters can send an SMS to 52225 in the following format:

AUTO <SPACE> REF <SPACE> AUTO NO. <SPACE> LOCATION <SPACE> TIME OF REFUSAL

• In case of overcharging, commuters can send an SMS to 52225 in the following format:

AUTO <SPACE> OVR <SPACE> AUTO NO. <SPACE> LOCATION <SPACE> TIME OF REFUSAL

After the SMS is sent, the complaint is registered in the server, after which a notice is generated and sent to the owner of the autorickshaw. He then needs to pay a fine of Rs. 100.

“There are 39 police stations in the city where they can go and pay their fine, and they can also pay online. But these notices are sometimes ignored by them,” Reddy said.

Auto drivers seem unaware of the new scheme.

When drivers ignore the notices sent to them and their records show over three pending offences, inspectors across the city go on a special drive and constantly check their records through the Blackberry phones provided to them by the traffic department.

“Inspectors check the number plates of a large number of autorickshaws every day. When they come across one that has many pending offenses, they detain the vehicle and force the driver to pay up the fine,” Reddy said.

New, convenient system preferred over elaborate, older system

Earlier, letters were sent to the deputy commissioner of police, who in turn would forward them to the concerned police station. Information on the driver would then be requested from the RTO, and the notice would then be sent to auto driver.

Complaint cards were handed at police stations before this service was started.

“The earlier system was very long. This SMS service has made things convenient for people,” Reddy said.

Though this SMS service is more widely used now, the complaint cards did, and still do, provide a larger number of areas under which complaints can be filed. These are:

• Refusal to ply.
• Demanding excess fare.
• Failure to reach named destination.
• Faulty meter.
• Speeding or dangerous driving.
• Number plate not displayed inside the auto.
• Rude behavior.
• Giving lifts to strangers.
• Repeatedly cutting across traffic lanes.

The SMS service only allows complaints against overcharging and refusal by the drivers.

Auto drivers seem unaware of scheme

In spite of efforts made to publicize the SMS service, auto drivers who spoke to The SoftCopy seemed oblivious of the scheme.

“We did not know about this,” said Srinivas, an auto driver waiting outside Garuda Mall in Magrath Road, speaking for other drivers whose vehicles were parked there.

They also did not seem very pleased to hear about the SMS scheme.

“We are harassed by the traffic policemen as it is and people complain without reason. Now this will make things worse,” Srinivas said.

Though the scheme has been successful in making people more proactive against auto drivers, Nina Sharma, a PR consultant and regular commuter, is still displeased with the service.

“I’ve complained several times and even taken these drivers to the [police] stations, but no action is ever taken. The policemen and auto drivers are all in this together, and these systems are of no use,” she said.

Traffic Management Center at the Ashoknagar Police Station

Bangalore cops using cutting-edge high-tech

With services like Blackberrys provided to over 300 inspectors across the city, surveillance cameras monitoring speeding installed in five locations and the Inter Voice Recording System allowing people in the city to record their complaints directly to a server, Bangalore’s traffic police are one of the most technologically advanced police forces in the country.

“Our use of technology to monitor traffic-related issues across the city is the best in the country, and it provides more transparency,” Reddy said. “Other state officers often visit to see our technology.”