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Punjab Roadways always in your
service.
- Encourage us by traveling
in Punjab Roadways buses.
- Always purchase tickets and
preserve it till you reach your destination to make your journey
pleasant.
- Any passenger found traveling
without ticket shall be fined ten times of the fare for the
journey he has travelled.
- While taking tickets at bus
stands and boarding bus, make a queue to avoid inconvenience.
- For pollution free environment
keep buses & bus stops neat and clean.
- Always travel light.
- Always insist drivers/conductors
to stop buses for meals at authorized dhabhas.
- Begging at bus stands should
not be encouraged.
- Always offer seats to women/children/physically
handicapped and old aged persons.
- While traveling do not put
your head/arm out side the window.
- Inform to the concerned authorities
if any suspicious substance is found.
- Children between 3 -12 years
of age will be given seat.
- Follow all safety norms provided
under the motor vehicles act & rules for safe journey.
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Procedure
for corrective action |
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| The passengers and commuters
of Punjab Roadways and commuters using the bus stands of Punjab
Roadways can face the following problems.
a) Break down of bus of Punjab
Roadways.
b) Accident involving Punjab Roadways bus.
c) Complaints by passengers regarding overcharging, cleanliness,
behavior of the staff etc.
d) Complaints by women, senior citizens, disabled, freedom
fighters or cancer patients.
The procedure of handling these
problems and their redressal mechanism is explained below. |
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a) BREAKDOWN
OF SERVICE: |
If breakdown
of a bus occurs due to mechanical defect, the driver of the
bus will push the B/D bus on the side of the road so that the
bus is parked in a way, that it does not obstruct free flow
of traffic on the road.
The conductor of the breakdown bus will make all efforts to
help the passengers to board other Punjab Roadways buses going
to the same destination and he will sign on the backside of
the tickets as proof of the broken down bus. It is the duty
of other buses passing by to adjust the passengers in their
buses and if a bus passing by does not stop to pick up such
stranded passengers, a complaint giving the bus number can be
made to the General Manager of the depot of the break down bus
or to the General Manager of the depot whose bus failed to lift
the passengers. The conductor also transmits the message regarding
the breakdown to the duty inspector of his depot, who ensures
that the Work Shop Supervisor sends the workshop staff to attend
the breakdown bus.
In case the there is no bus of Punjab Roadways on that particular
route after that time, the conductor will make efforts for alternate
arrangements and make an entry regarding the balance fare of
the passenger from the point of breakdown of the bus to the
destination of the passenger. The passenger can collect the
balance fare from the booking assistant of the depot of the
broken down bus. |
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| b) ACCIDENT INVOLVING BUSES
OF PUNJAB ROADWAYS |
In case of an
accident, the crew of the bus shall report regarding the accident
to the concerned depot. In case the crew is also injured, the
telephone number of the concerned depot and of the Director
State Transport as written on the buses can be used so that
any member of public can make a call to the concerned authorities.
The conductor is equipped with a first aid box to handle minor
injuries. The crew will report regarding the accident to the
nearest police station about the location, time and accident
details.
The driver and conductor will immediately take the injured persons
to the nearest hospital for giving them medical treatment. The
driver and conductor of the bus will ensure that the bus is
not lying in a position, which could be a hazard to the traffic
passing by on the road.
In case of serious injuries or fatal accidents, the accident
will be attended to by a gazetted officer of the concerned depot
or of the depot nearest to the site of the accident as soon
as possible. The gazetted officer will inquire into the cause
of the accident and will visit the injured person/person's in
the hospital. A list of injured person/person's along with their
address will be made and submitted to the concerned depot along
with a detailed map and a report of the accident.
Immediate financial aid will be given to the injured persons
at the rate given below: -
First Aid Expenses:
For first 48 hours: Rs 200/-
For more than 48 hours: Rs 500/-
In case of permanent disability, the passenger and in case of
death the legal heirs of the passenger have the following options
to obtain compensation from the transport department: |
Procedure in
practice for payment of Compensation to the injured and Legal
heirs of the deceased in case of accident with Punjab Roadways
buses.
The Compensation
under M.V.Act is paid U/S 140 and U/S 166. |
| Procedure U/S 140 of Motor
Vehicle Act:- |
The Department/General
Manager has power to pay compensation to the legal heirs of
the deceased up to Rs. 50,000 and to permanent disabled person
up to Rs. 25,000 under No Fault liability (U/S 140 of Motor
Vehicle Act).
The payment under
this Act is made after the legal heirs of the deceased and injured
person files an application for payment of the same along with
the following documents |
A) In
case of Death
The legal heirs
of the deceased are required to file the following document
along with their application.a) Police Investigation Report/
FIR.
b) Hospital/Medico Legal Report.
c) Postmortem Report.
d) Death Certificate.
e) A certificate issued by the collector of the District to
which the person permanently resides showing the claimant
is Legal heir of the deceased.
B) In
case of Permanent Disabled person: -
The following
documents are required to be filed by permanent disabled person
along with his application:-
a) A certificate
from Chief Medical Officer of the Hospital last attended declaring
the injury to be responsible for permanent disability.
b) FIR of police investigation.
c) A certificate from the Collector of the District declaring
the claimant as Legal Representative/Guardian in case of minor.
An affidavit by the claimant duly attested by the Magistrate
1st class, giving an undertaking that in case the certificate
produced by him is found to be false, he will be liable to
be proceeded against criminally and will be liable to refund
the
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| On receipt of application along
with complete documents the case is processed in the department
and after completing all the formalities (Departmental procedure)
the payment is made to the Legal heir of the deceased/injured
person. |
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Procedure
followed by the Department where the Applicant files an application
in the Court/Tribunal. |
When
an effected person files a petition under section 140 of Motor
Vehicle Act as well as under section 166 of Motor vehicle Act
for payment of compensation, the Court/Tribunal issues notice
to the Department. On receipt of notice the department files
written statement in the Court/Tribunal pleading its defense
and after pursuing all the evidence, the Court/Tribunal decides
the case. Some times Interim award is passed by the court U/S
140 of the Motor vehicle Act for payment of Interim compensation
to the tune of Rs- 50,000 in case of death and Rs-25, 000 in
case of permanent disability. |
The
department makes the payment of Interim award/Compensation immediately
after receipt of certified copy of Judgment from the Hon'ble
Court/Tribunal. When the court passes an award against the Department
U/S 166 of motor vehicle Act, the complete case along with certified
copy of judgment is sent to the Director Prosecution & Litigation
for getting the expert opinion for Filing/Non filing of FAO/Appeal
against the award of the Learned Tribunal. If the Director Prosecution
and Litigation is of the opinion that it is a fit case for filing
FAO/Appeal then it is filed before the Hon'ble High Court after
procuring sanction from the competent authority. |
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Settlement
through Lok Adalat |
If
the matter is placed before the Honorable Lok Adalat for settlement
then the case is sent to the Committee headed by Secretary Govt.
Punjab Department. Of Transport Chandigarh for further advice
giving complete facts of the case. The Committee after going
through all the facts on record decides whether the settlement
should be effected in Lok Adalat or not. The settlement in Lok
Adalat is effected on receipt of Permission/Advice from committee. |
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c)
OTHER COMPLAINTS BY PASSENGERS |
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
a) Misbehavior
b) Overcharging
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. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Ropar
3. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Nangal
4. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Ludhiana
5. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Moga
6. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Muktsar
7. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Fezorpur
8. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Hoshiarpur
9. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Jagraon
10. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Amritsar-I
11. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Amritsar-II
12. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Tarn Taran
13. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Jalandhar-I
14. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Jalandhar-II
15. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Batala
16. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Pathankot
17. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS Nawan shehar
18. Office of the General Manager, Punjab Roadways Cum Depot
Manager PUNBUS 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. |
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| d) COMPLAINTS BY WOMEN,
OLD PERSONS, HANDICAPPED, FREEDOM FIGHTERS. |
In case of such complaints,
the procedure for making the complaints will be the same as
explained above. The concerned general manager will mark the
complaint to some officer in a depot nearest to the place of
residence of the complainant. |
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