Public grievances must be addressed

With more emphasis being put on the residents of Dubai using public transport, the issue of customer feedback and addressing grievances is extremely important. Moreover, with the volume of passengers increasing, the number of cases is bound to go up as well.

The call therefore is for a unified, streamlined and efficient system which can deal with customer feedback and criticism in a fair and timely manner.

There must also be provisions put in place to deal with every complaint through an accepted appropriate process with both the customer and official getting a chance to present their cases fairly. More importantly, efforts must be made to clarify where customers can go to address their problems and expect a quick solution.

The recent case of an aggrieved passenger running from pillar to post to try and contest a fine incurred in the Dubai Metro raises queries about the system.