When Public Services Fail the Public

 - by Aryan  

Just a few days ago, I read in the newspaper that vehicles registered before 1st April 2019 are required to install HSRP (High Security Registration Plate). This has been made mandatory to avoid fines. The purpose of HSRP is to prevent vehicle theft and fraud and to make it easier for law enforcement to identify vehicles.

Booking the Appointment for HSRP Fitment

I immediately informed my dad, and he asked me to book an appointment to install HSRP on our car at the earliest. The booking process had to be done online, and the official websites for the same were mentioned in the newspaper article I had read.

The booking process turned out to be easier than I expected, and I was able to download the receipt right away on my computer, after the payment had been done. The receipt contained important details, including the date, time, and location of the fitment centre.

We had the option to select the date and time slot as per our convenience, but the earliest available dates were already taken. As a result, I managed to get an appointment around ten days later. We also had the option to choose from several fitment centres provided by the government, making it easier to pick a location closest to us.

A customer care number was also provided, and to my surprise, it was actually helpful and genuine. I had a few doubts during the process, and every time I called, I got a prompt and clear response.

The Confusion Begins

But now, let me come to the actual blunder.

The digital receipt we received after the HSRP payment had the written address of the fitment centre, along with a Google Maps link for the same. However, the written address did not match the location shown on Google Maps.

To avoid any confusion on the day of the appointment, my dad and I decided to visit both locations beforehand. When we went to the written address, we found no HSRP fitment point or centre there.

The next day, my dad followed the Google Maps location and did find a fitment centre there. We assumed this must be the correct location and decided we would come here on the appointment day, thinking there had simply been a mistake in the written address — not an uncommon issue with government procedures.

The Day of the Appointment

But who knew there was more confusion ahead?

On the day of the appointment, my dad took the car to the fitment centre shown on Google Maps within the assigned time slot, only to find out that our assigned location was completely different. This new location was not mentioned anywhere on the receipt.

To make matters worse, the actual fitment centre was far away from the Google Maps location provided on the receipt. As a result, we missed our appointment and had to take the car to the correct location the next day.

Adding to the surprise, the actual fitment location was on the second floor of a parking lot near the city railway station. Who would expect an HSRP fitment centre to be located in a parking lot? To top it off, there were no signboards or directions confirming that we were at the right place.

The Aftermath

Thankfully, we learned about the actual location through the HSRP fitment dealer we had met the day before. We also met other people at the parking lot who said they had only found the location after asking around, which clearly shows the confusion and chaos created due to poor administration.

It took us around three hours to get the HSRP installed on our car because the number of people waiting for the installation was high, and the number of workers at the fitment centre was limited. However, the workers were understanding and polite with the customers.

Despite their patience, the frustration was clearly visible among everyone. The vehicle owners were waiting for their HSRP installation and the workers were trying to manage the overwhelming demand. Everyone seemed disappointed with the administrative mishandling.

Reflections and Frustration

But people, including us, had no choice but to get this work done at all costs because the traffic police here show no mercy. Whether it’s due to their sincerity or corruption is another debate. That said, I have met a few traffic cops who were genuinely compassionate and dedicated to their duties, but that’s a whole different discussion for another day.

The reason I’m sharing this experience is to highlight the need for government authorities and administrative bodies to take their responsibilities seriously. Public service procedures must be streamlined and accurate to avoid unnecessary confusion and inconvenience. People’s time must be valued.

Final Thoughts

In this particular case, who is to be blamed? Even if I had filed a complaint on an official government website, would any real action have been taken? At the end of the day, complaining to the very system responsible for the mistake rarely makes a difference.

The frustration I felt throughout this process made me wish I had the power or influence to hold those responsible accountable. If I were a lawyer or had the means, I would have taken every possible step to ensure justice was served.