Respect Passengers: Police To All Matatu, Boda Boda Companies

The National Police Service (NPS) on Friday, March 28, urged Public Service Vehicle (PSV) and boda boda organizations to ensure that their drivers and conductors treat their customers with respect.

NPS in a statement urged the firms to improve discipline amongst individuals charged with the aforementioned roles as well as priorities customer service and ensure the safety of their passengers.

"We appeal to owners of PSVS and boda boda associations to collaborate with police officers to improve discipline among drivers and conductors, enhance customer service, and implement safety measures to protect passengers," the statement read in part.

This latest message is in response to intense scrutiny amongst matatu Savings and Credit Cooperative Organizations (SACCOs) regarding the treatment of commuters, particularly those unable to pay the full amount in terms of fare.

A recent case that made headlines involved the popular Nairobi matatu sacco Super Metro, whose operating license was revoked by the National Transport and Safety Authority (NTSA) following concerns raised by the public about their customer service standards declining from those that made the SACCO a Metropolitan favourite.

Before that, Super Metro was in the spotlight over a March 12 incident that involved a tout allegedly pushing a passenger out of a moving bus due to an unpaid fare. This suspension led to hundreds of their vehicles being taken for inspection after initial back and forth with NTSA in the wake of the decision, and their drivers being taken through a sensitisation program.

The suspension was lifted by the Transport Licensing Appeals Board (TLAB), albeit temporarily. On Thursday, March 27, TLAB extended the orders that lifted the suspension after NTSA asked for more time to file their responses, and directed that the matter be mentioned on April 7, 2024, allowing Super Metro to continue with its day-to-day operations.

On the matter of matatus, NPS further raised concerns regarding a rise in pickpocketing incidents in the vehicles, mainly attributed to part-time or unauthorised drivers and conductors. "We call for a collective, firm, and decisive response from all stakeholders in the public transport industry to eliminate this problem," added NPS.

Still, the police emphasized that road safety is a collective responsibility, urging drivers, pedestrians, cyclists, boda boda riders, and passengers to adhere to traffic laws and regulations.

NPS also announced that its extensive operation plan would see the intensity of enforcement checks heightened to ensure that all motorists follow the rules of the road, ahead of increased traffic movement during the Easter holidays.

“We are aware that the Easter holiday is fast approaching, with a resultant increased movement and heavy traffic expected on our roads across the country alongside the imminent closure of schools for the holidays,” NPS stated.

"The NPS, in collaboration with all stakeholders, will take proactive and stringent measures to enhance road safety. We have put in place an extensive operation plan to conduct thorough enforcement checks and ensure road safety compliance on all roads."

Additionally, the authorities urged all stakeholders in the public transport sector to work together to curb the rising cases of pickpocketing.

At the same time, the NPS issued a stern warning to school administrators, cautioning them about the dangers of reckless driving, particularly when transporting students.

“It is the responsibility of each school administration to ensure students are safely delivered home. Drivers of Public Service Vehicles (PSVs) are reminded to be extremely conscious of their duty while ferrying students,” NPS appealed.

Warning that “Stern action, including cancellation of operating licenses, is an option where PSVs dangerously and recklessly handle students, as has happened in the past."