(a) whether the Airports Authority of India has placed complaint/suggestion
boxes at all airports;
(b) if so, the total number of complaints or suggestions received at various
airports including Delhi and Mumbai airports during each of the last three
years and the current year;
(c) the level of management at which these suggestions and complaints are
processed and action initiated; and
(d) the details of the action taken on the complaints?
MINISTER OF OVERSEAS INDIAN AFFAIRS & MINISTER OF CIVIL AVIATION
(SHRI VAYALAR RAVI)
(a) Yes, Madam.
(b) Number of complaints received during each of the last three years
including current year are 1569 (2008); 2503 (2009); 2220 (2010) and
2751 (2011).
(c)
(i) The complaints are addressed at the Airports by the concerned
Public Grievance Officers/Airport Directors /Airport In-charges (ii) The
Public Grievance Officer (GM Level) at Corporate Headquarter monitors
the process.
(d) Following actions are taken:-
(i) Minor complaints are addressed on the spot, (ii) Other service related
complaints are forwarded to concerned process owner for necessary action,
(iii) Public Grievance Officer (PGO) is informed by the concerned process
owner about the action taken on the complaint, (iv) Public Grievance Officer
(PGO) evaluates the action taken by the concerned department and if he feels
satisfied then the complaint is disposed of after sending a reply to the
complaint (v) Complaints/ Suggestions related to infrastructure are evaluated
and considered for suitable improvements.
(vi) Complaints related to other agencies like Airlines, Immigration, Customs
etc. are referred to toe concerned Heads of the agencies at the Airports for
necessary action and reply to the complainants.