{
  "version": "1.2",
  "updated": "2026-10-10",
  "purpose": "Single source of truth for the weekly India transit grievance-redressal audit. The scheduled agent reads this file to build its X searches and classification rules. Any change must bump the version and add a CHANGELOG.md entry.",
  "window_days": 7,
  "agencies": [
    {
      "id": "mtc",
      "name": "MTC Chennai",
      "handle": "MtcChennai",
      "city": "Chennai",
      "handle_history": [
        {"handle": "mtc_chennai", "until": "2026-10-03", "reason": "stale — account renamed; riders still tag the old name, so search both"}
      ]
    },
    {"id": "cmrl", "name": "CMRL (Chennai Metro)", "handle": "cmrlofficial", "city": "Chennai", "handle_history": [
      {"handle": "cmrlchennai", "until": "2026-10-03", "reason": "stale — renamed"}
    ]},
    {"id": "swr", "name": "Chennai Suburban & MRTS (SR)", "handle": "DrmChennai", "city": "Chennai", "handle_history": [
      {"handle": "drmsrchennai", "until": "2026-10-10", "reason": "stale — current official Chennai Division account is @DrmChennai; @drmsrchennai has no active profile or posts"}
    ]},
    {"id": "cumta", "name": "CUMTA", "handle": "CumtaOfficial", "city": "Chennai", "handle_history": [
      {"handle": "CumtaChennai", "until": "2026-10-10", "reason": "incorrect watch entry — @CumtaOfficial profile identifies CUMTA and Chennai One references it; no profile/activity evidence for @CumtaChennai"}
    ]},
    {"id": "tnstc", "name": "TNSTC (statewide)", "handle": "tnstc_setc", "city": "Tamil Nadu", "handle_history": [
      {"handle": "TNSTCofficial", "until": "2026-10-10", "reason": "inactive; the monitored account @tnstc_setc self-describes TNSTC & SETC"}
    ]},
    {"id": "setc", "name": "SETC", "handle": "tnstc_setc", "city": "Tamil Nadu", "handle_history": [
      {"handle": "setc_coach", "until": "2026-10-10", "reason": "inactive; @tnstc_setc self-describes TNSTC & SETC and is monitored as the shared account"}
    ]},
    {"id": "best", "name": "BEST Mumbai", "handle": "myBESTBus", "city": "Mumbai", "handle_history": []},
    {"id": "bmtc", "name": "BMTC Bengaluru", "handle": "BMTC_BENGALURU", "city": "Bengaluru", "handle_history": []},
    {"id": "dtc", "name": "DTC Delhi", "handle": "dtchq_delhi", "city": "Delhi", "handle_history": [
      {"handle": "dtc_india", "until": "2026-10-03", "reason": "stale — renamed"}
    ]},
    {"id": "ksrtc-kl", "name": "KSRTC Kerala", "handle": "keralasrtc", "city": "Kerala", "handle_history": [
      {"handle": "KSRTC_Kerala", "until": "2026-10-03", "reason": "stale — that handle is not the agency; searches returned zero and masked a dead watch"}
    ]}
  ],
  "search_terms_by_agency": {
    "mtc": ["MTC Chennai bus", "MTC bus", "MTC tracking", "MTC live tracking"],
    "cmrl": ["Chennai Metro", "CMRL metro"],
    "swr": ["Chennai suburban train", "Chennai MRTS"],
    "cumta": ["CUMTA Chennai transit"],
    "tnstc": ["TNSTC bus", "TNSTC service"],
    "setc": ["SETC bus", "SETC coach"],
    "best": ["BEST Mumbai bus", "Mumbai BEST bus"],
    "bmtc": ["BMTC Bengaluru bus", "BMTC bus"],
    "dtc": ["DTC Delhi bus", "Delhi DTC bus"],
    "ksrtc-kl": ["Kerala KSRTC bus", "KSRTC Kerala bus"]
  },
  "search_patterns": [
    "to:{handle} since:{window_start} until:{window_end}",
    "from:{handle} to:{author} since:{window_start} until:{window_end}",
    "\"@{handle}\" since:{window_start} until:{window_end}",
    "{search_term} since:{window_start} until:{window_end}"
  ],
  "search_notes": "Run one broad-name search for every search_terms_by_agency entry in addition to current and history-handle patterns; results must still pass the include/exclude rules. Search every handle_history handle because riders keep tagging old names after a rename. X date filters are approximate; verify post dates manually before counting. The @tnstc_setc profile self-describes both TNSTC and SETC; its official status is not independently linked from a government site in this audit, so monitor it as a shared candidate handle and flag the uncertainty.",
  "cross_agency_dedupe_rule": "When agencies share a handle, search it once. Attribute an incident only when the service/operator is identified; if attribution remains unclear, report it once as a shared/unassigned case and never double-count it across agencies.",
  "include": [
    "passenger grievances about a specific service failure: delay, crowding, route/frequency gaps, fare or ticketing problems, staff conduct, safety/accessibility, cleanliness, breakdowns",
    "threads where the rider tags the agency handle (current or legacy) — merge follow-ups into the original incident"
  ],
  "exclude": [
    "praise, thanks and appreciation posts",
    "feature requests and app suggestions",
    "official announcements and scheduler data posted by the agency",
    "national transit stories that do not name a specific failure at the agency",
    "observations that do not establish a specific failure (e.g. 'conductors prefer direct payment' with no incident)"
  ],
  "dedupe_rule": "One incident = one complaint. Follow-up posts, media add-ons and thread continuations merge into the original post; agency replies never count as complaints.",
  "reply_rule": "Any visible reply from the agency handle counts as a reply — but a generic forward, docket number or apology is explicitly NOT a resolution. Every report must label forwarded/acknowledged cases as unresolved.",
  "categories": ["delay", "crowding", "route/frequency", "fare/ticketing", "staff conduct", "safety/accessibility", "cleanliness", "breakdown/maintenance", "other"],
  "metrics": ["response rate per agency", "category counts", "approximate response time decoded from post IDs"],
  "zero_complaint_check": "If a known-active agency returns 0 complaints for the week, treat it as a stale-handle or date-filter smell: verify the handle still resolves (profile loads, recent posts exist) and check legacy handles before writing 'no complaints found'.",
  "limits": "X-visible sample only — DMs, deleted posts and encrypted conversations are invisible. An agency reply means any visible response, including a generic forward or docket; it does not imply resolution. Response intervals are approximate, decoded from post IDs. This is not a count of all complaints the agencies receive."
}