Pune: Late Buses, Cancellations, Staff Behaviour: PMPML App to Handle Complaints Online
Pune, 12th September 2026: Passengers will soon be able to register complaints related to Pune Mahanagar Parivahan Mahamandal Limited (PMPML) bus services online through the ‘Apli PMPML’ app. The new system will allow passengers to select a complaint category, following which the complaint will be directly forwarded to the concerned depot or depot manager.
Around 90 per cent of the work on the new grievance redressal system has been completed and it is expected to be launched for passengers shortly.
At present, PMPML receives complaints mainly through telephone calls, emails and other channels. These complaints are then forwarded to the concerned department, a process that often results in delays in resolving grievances. The new online system is aimed at streamlining the process and fixing responsibility.
Passengers will be able to register complaints regarding late-running buses, cancelled trips, buses failing to stop at designated stops, staff behaviour, bus cleanliness and other service-related issues.
The app will also allow passengers to track which department or depot their complaint has been forwarded to and monitor the action taken on it.
“The new complaint redressal system is 90 per cent complete. Based on the category selected by passengers, complaints will be directly forwarded to the concerned depot or depot manager. This will reduce delays and help fix responsibility,” said Mahesh Awhad, chairman and managing director, PMPML.
The system will also provide PMPML with consolidated data on the depots, routes and services receiving the highest number of complaints. Senior officials will be able to monitor the number of complaints pending with individual officers and the time taken to resolve them.
Once a complaint is resolved, the concerned passenger will be able to provide feedback on the action taken. This will eliminate the need for passengers to repeatedly contact PMPML offices to follow up
