If a passenger has a complaint while traveling in the buses of Punjab Roadways/PUNBUS buses, he can enter the complaint in the complaint book kept with the conductor of the bus. The complaint book will be submitted each day by the conductor along with his cash in the cash branch. All complaint books carrying a complaint will be segregated and in cases of
The conductor will not be issued a new ticket box till he appears personally before the general manager of the concerned depot and explains his position.
All complaints will be marked to the competent officer and preliminary inquiry will be conducted based on the facts of the complaint. If the general manager feels that a face-to-face inquiry is required to ascertain the facts of the complaint, he will appoint an inquiry officer from a depot, which is nearest to the place of residence of the complainant. All such proceedings will be completed in not more than 45 days and the complainant will be informed of the outcome of his complaint within this time and the disciplinary/corrective action taken.
If there is no complaint book with the conductor or if the conductor refuses to hand over the complaint book to the complainant then the complaint can be forwarded in writing to any of the following addresses or to the general manager of the depot to which the bus belongs.
1. Office of the General Manager, Punjab Roadways Cum Depot Manager PUNBUS Chandigarh, 2. Ropar,
3. Nangal, 4. Ludhiana, 5. Moga, 6. Muktsar, 7. Fezorpur, 8. Hoshiarpur, 9. Jagraon, 10.. Amritsar-I,
11. Amritsar-II, 12. Tarn Taran, 13. Jalandhar-I, 14. Jalandhar-II, 15. Batala, 16. Pathankot, 17. Nawan shehar, 18. Patti
On receipt of complaint, the complainant will be informed regarding the diary number of the complaint personally or by post and it will not be necessary for the depot receiving the complaint to forward the complaint to the depot to which the bus belongs. The complaint will be inquired into in the depot receiving the complaint and the inquiry will be completed within 45 days and a copy of inquiry report will be forwarded to the complainant along with the corrective action taken and punishment given to the erring staff.In case no action is taken on the complaint within the specified time or if the complainant is not satisfied with the outcome of the complaint, the complaint can be forwarded to the:
Deputy Director State Transport,
Jeevan Deep Building,
Sector 17, Chandigarh.