A Malasakit Help Desk by the Department of Transportation (DOTr) was established at the Davao City Overland Transport Terminal (DCOTT) on Jan. 29, 2019.
The Malasakit desk is a one-stop shop designed to assist passengers with their needs and to respond to their complaints.
“The purpose of this help desk is to provide an easier access to our passengers with regard to their concerns,” DCOTT Manager Aisa Usop told TIMES. “We also cater complaints to our drivers and conductors.”
The said help desk is an inter-agency desk composed of various agencies under the DOTr including the Land Transportation Office, Land Transportation and Franchising Regulatory Board, and the DCOTT.
According to Usop, within a week of operations, they have not yet received any major complaints.
“Passengers just usually inquire for the fares and bus routes,” Usop said. “This is helpful because we have recently imposed a new fare matrix as mandated by the LTFRB.”
LTFRB personnel operate the desk regularly. “We also have a public assistance desk established in the DCOTT to further support the passengers,” Usop said.
The Malasakit Help Desk staff also conducts surprise inspection on commuter buses in the DCOTT.
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