The Ministry of Transport and Infrastructural Development has said it is treating the complaints with “serious concern”, warning that passenger safety and security now require a Whole-of-Government response.
In a letter to Commissioner-General of Police Stephen Mutamba, the Ministry called for the “immediate removal” of rank touts from Fourth Avenue following a complaint by Stallion Cruise bus company. The correspondence was copied to senior provincial and city officials.
“The Ministry notes with serious concern the passenger safety and security issues raised in your correspondence,” the ministry said.
It added that the matter would be escalated to the Ministers of Home Affairs and Cultural Heritage and Local Government and Public Works.
“It is the Ministry’s considered view that an integrated Whole-of-Government approach is required to decisively address the challenges posed by rank touts,” it said.
At the centre of the complaints are allegations that touts are assaulting passengers, extorting money and dictating which buses travellers must board.
Stallion Cruise, which raised the complaint, said the situation can no longer be tolerated.
“We can no longer fold our arms while our passengers are abused daily,” the company said in a letter to the Resident Minister of State and Devolution Affairs for Bulawayo Province.
“Touts assault passengers, extort money, and block entry points. They have turned the rank into their personal territory.”
The operator is demanding a ban on touting, the deployment of police and the introduction of licensed marshals at the terminus within 14 days.
The alleged conduct could also breach consumer protection laws. Section 35(2) of the Consumer Protection Act [Chapter 14:44] prohibits the use of physical force, threats or other unfair practices against consumers.
Tensions between rival operators have worsened the disorder. Inter Africa bus management had to issue an apology after its touts damaged a Stallion Cruise bus in Bulawayo, an incident that has deepened bad blood between the two companies.
The problem extends beyond Bulawayo. Touts have been blamed for repeated confrontations at ranks across the country, with stakeholders calling for a permanent solution.
Earlier this year, a tout died in Chiredzi during skirmishes involving rival touts from Inter Africa and Stallion Cruise, forcing authorities to allocate the two companies different loading ranks to stop the clashes.
In Harare, passengers have also complained of harassment around Fourth Street Roadport, where a tout identified as Tafadzwa was reportedly arrested before being released.