XN000022-1992-08-30 — Page 3

SUNDAY, AUGUST 30, 1992

IN

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TRANSPORT COMPLAINTS UNIT BECOMES MORE POPULAR

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THE TRANSPORT COMPLAINTS UNIT (TCU) OF THE TRANSPORT ADVISORY COMMITTEE RECEIVED MORE COMPLAINTS IN 1991-92 LARGELY OWING TO INCREASED PUBLIC AWARENES9 OF THE UNIT AND HIGHER EXPECTATION OF PUBLIC TRANSPORT SERVICES.

THE UNIT RECEIVED A TOTAL OF 8,843 COMPLAINTS IN 1991-92, REPRESENTING AN INCREASE OF 13 PER CENT OVER 7,805 COMPLAINTS RECEIVED IN 1990-91,

A SPOKESMAN FOR THE TOU SAID TODAY (SUNDAY) THAT THE INCREASE INDICATED THAT THE PUBLIC WERE MORE WILLING TO COME FORWARD TO EXPRESS THEIR VIEWS ON TRAFFIC AND TRANSPORT MATTERS.

"IT ALSO REFLECTED THAT THE PUBLIC HAVE HIGHER EXPECTATION ON THE QUALITY OF PUBLIC TRANSPORT SERVICES.

"THEY HAVE CONFIDENCE IN THE ROLE OF THE TCU AND ARE MORE READY TO USB THIS CHANNEL TO LODGE COMPLAINTS AND TO EXPRESS VIEWS ON TRANSPORT MATTERS, 11 THE SPOKESMAN SAID.

IN 1991-92, THE TCU COMPLETED INVESTIGATIONS INTO 8,911 COMPLAINTS. OF THESE, 66 PER CENT WERE FOUND TO BE SUBSTANTIATED.

FOLLOW-UP ACTION WAS TAKEN BY RELEVANT DEPARTMENTS/TRANSPORT OPERATORS то EITHER ADDRESS THE COMPLAINTS OR то RECTIFY THE SITUATION.

DURING THE YEAR, THE TWO MAIN AREAS OF COMPLAINT WERE PUBLIC TRANSPORT SERVICES AND TRAFFIC CONDITIONS, ACCOUNTING FOR 58 PER CENT AND 17 PER CENT RESPECTIVELY.

THESE WERE FOLLOWED BY COMPLAINTS ON LAW ENFORCEMENT AND ROAD

MAINTENANCE.

THERE WAS AN 11% INCREASE IN COMPLAINTS ON BUS SERVICES, RISING FROM 1,994 CASES IN 1990-91 To 2,217 IN 1991-92. MOST OF THE COMPLAINTS WERE RELATED TO INADEQUATE SERVICE AND STANDARD OF SERVICE.

OF THE COMPLAINTS ON INADEQUATE SERVICE, 98 WERK AGAINST THE CHINA MOTOR BUS COMPANY (CMB) WHICH HAS A BUS FLEET OF 964, AND 524 WERE AGAINST THE KOWLOON MOTOR BUS COMPANY (KMB), WHICH HAS A FLEET Of 3,036.

MOST OF THESE COMPLAINTS WERE ABOUT FREQUENCY OF BUS SERVICES OR ROUTEINGS, PARTICULARLY TO NEW TOWNS.

IN 1990-91, 106 AND 459 COMPLAINTS AGAINST CMB AND KMB WERE

RECEIVED.

DURING THE SAME PERIOD, THERE WERE 125 COMPLAINTS HARBOUR BUS SERVICES, COMPARED WITH 110 RECEIVED LAST YEAR.

ON CROSS

/REGARDING COMPLAINTS .***