Employees of the Kerala State Road Transport Corporation should treat passengers not merely as recipients of a public service, but as valued customers who form the very foundation of the institution’s survival, State Human Rights Commission (SHRC) Judicial Member K. Baijunath has observed.

The observations came while considering a complaint filed by K.V. Anoop, a native of Kattachira, who suffers from physical disability following an accident. According to the complaint, a conductor allegedly behaved discourteously towards him after a limited stop KSRTC bus operating from Ettumanoor to Erattupetta failed to stop at Kattachirapally Junction on September 8, 2023.

The complainant approached the Commission alleging that neither the police nor the KSRTC had taken action in the matter.

According to Mr. Baijunath, the quality of travel experience offered to passengers directly contributes to the brand value of the transport corporation. Along with punctuality, the courtesy, empathy and service mindedness of employees are among the key factors that attract the public towards KSRTC services.

Since government owned transport systems are closely linked to the daily lives of ordinary people, the behaviour of employees plays a crucial role in determining the quality of service, he noted.

Employees should be willing to assist elderly passengers and persons with disabilities, while sufficient time must be given for passengers to board and alight safely. Queries raised by passengers should also be answered clearly and respectfully, he said.

“Treating passengers with courtesy and dignity is not merely a professional responsibility, but also a human rights obligation,” the Commission observed, adding that even minor acts of neglect towards elderly passengers, patients and persons with disabilities could lead to serious mental distress.

At the same time, Mr.Baijunath noted that there has been a visible improvement in the conduct and attitude of KSRTC employees in recent years.