Bus complaint: how to write and where to file?

Those who do not have a personal car spend a lot of time on buses, minibuses, trolleybuses and trams. Everyone can face unprofessional work of the driver and with rudeness of the conductor.

What should passengers do in such situations? How to write a bus complaint? Is it possible to do this? Where to write a complaint about buses? These are the questions asked by most citizens using public transport. Everyone should familiarize themselves with information on how and where to contact in such cases. In addition, everyone should know the rules and responsibilities of the passenger, driver and conductor of public transport.

Rules for using urban land transport

General rules for the use of urban transport were developed in accordance with the law of the Civil Code of Russia. The Law "On Protection of Consumer Rights" was published on February 7, 1992. On November 8, 2007, the law "Charter for Road Transport and Urban Electric Land Transport" entered into force. On October 23, 1993, the Council of Ministers of the Government adopted the law "On the Rules of the Road."

The above laws control the proper use of urban land transport. In addition, they are necessary for the automation of tariff control and fare systems. These rules should be freely available in every passenger compartment of the vehicle.

What rules should the carrier comply with?

During the carriage of passengers, each driver must know and use the generally accepted rules. Carriers are required to:

1. To transport people of all categories, including people with disabilities, to their destination on a specific route.
2. At stops, there should be tables with their names. In addition, at each stop should be a schedule of all passing routes.
3. Carriers are required to adhere to the schedule on the route of public transport.
4. The transport company is obliged to inform passengers of relevant information in the event of a change in route or its closure.
5. Before leaving the route, the driver must check the transport for sanitary and technical condition, the driver himself can in no case be intoxicated or intoxicated, he must be in good health, allowing him to drive the vehicle without the risk of emergency situations.
6. Protect passengers as much as possible during transportation.

For violations of rules and laws, the carrier is fully responsible.

Responsibilities of a passenger transport driver

During the transportation of citizens, each driver must fulfill his duties and not violate them. He must:

1. Follow the rules of the road.
2. Ensure safe transportation of citizens.
3. To respond to information from passengers about a problem in the passenger compartment: smoke, fire, the smell of burning, as well as suspicious objects that could affect the health and life of passengers.
4. Inform citizens about the name of the stops.
5. Sell ​​tickets only at stops.
6. Issue tickets after receiving payment.
7. Landing and landing only at stops.
8. Take passengers according to the number of seats on the bus.
9. Follow the schedule and do not break the route.
10. Indicate the route number and the name of the final stop on transport
11. Provide a safe landing, including for people with disabilities.
12. Follow your job description.

How to get in a city vehicle

During a trip in public transport, there is an order that must be followed by the driver, as well as passengers. Passengers are required to:

1. Buy a ticket and validate it.
2. Save the ticket until the end of the trip.
3. Have documents that permit free travel (if any, in principle).
4. Present the ticket or your documents to the conductor, controller.
5. To pay a fine if during the check an unpaid fare is found.
6. Hold the handrails during the trip.
7. Do not occupy places that are intended for people with disabilities.
8. Keep order in transport.
9. Release the transport upon arrival at the final stop.
10. If a passenger buys a ticket from the driver, then you should prepare money in advance and do not delay the vehicle.

Each passenger must know not only duties, but also rights while traveling in transport. He can:

1. Do not pay for children under 7 years old.
2. Free stroller and sledges.
3. To transport birds and animals in a cage (the cage should not exceed the size of hand luggage).
4. Drive free of charge if the previous one crashed before reaching the desired stop.
5. Disabled people have the right to travel on benefits.

What are the violations

There are special rules for using a ground transportation vehicle that drivers must follow when transporting passengers. Not everyone observes such rules, although they know them.

Every day, passengers may encounter rudeness and tactlessness of transport workers. List of daily violations:

• gross violation of the schedule on the route;
• rudeness;
• the driver can smoke while driving;
• dirt in the cabin;
• refusal to transport preferential passengers.

Such behavior is unacceptable in a democratic and legal country. For such misconduct, the driver must lose bonuses, receive a fine, or he may be fired under the article. Such a dismissal can significantly affect the further employment of the driver. If such an unpleasant incident happened, the victim should not be silent and think that his complaint about the bus will not be considered and accepted to work.

The sequence of actions of the victim in conflict with the bus driver

During a conflict with the driver, the passenger must call the hotline or write a registered letter to the transport company. A sample complaint about buses can be taken at the court. When composing a letter or talking on the phone, the victim must control his emotions, not use profanity and utterances. To get a fair outcome, the passenger must perform the following steps:

• find out the name of the driver;
• write down license plates;
• take the contact details of witnesses;
• select an authority to file a claim and apply in writing or orally.

It must be understood that anonymous claims will not be taken into account. In the letter it is necessary to ask about the deadline for resolving the issue and the notification of the decision. Only conscientious passengers can use active actions to control the conscientious and professional performance of the work of public transport employees.

Where can I complain about the driver of a passenger transport

What to do and where to complain about the unacceptable behavior of the driver? You can file a bus complaint with the city office. The contact telephone number and address of such a control must be located in the passenger compartment of the vehicle. As soon as the passenger has become a witness or a participant in the conflict, it is urgent to call the specified phone number and submit your complaints.

In addition to the call, you can write an official letter to the organization of passenger transport control. The letter must be sent by mail. It must be with a receipt notification. The complaint against the bus driver must contain the complaint of the victim. To receive a response, you must indicate your passport details, place of residence and postal code.A bus complaint is considered within one month.

Portal "Dobrodel"

The Dobrodel portal is an e-book that has been developed for suggestions and complaints in the Moscow Region. It was created in 2015 to regulate the work of authorities with city residents.

In order to leave a complaint about a bus or a specific route driver, the victim must register on the site. During registration, the program will ask for a name, surname, email address and password. To confirm the registration, a link for authorization will come to the indicated mail.

A complaint about a bus or carrier should be left in the “Report a Problem” section. When filing a complaint, you must provide the exact address. Within eight business days, the appeal will be considered, and the applicant will receive a response.

Call the transport management Mosgortrans

A complaint about the route of the bus or the driver of the vehicle can be accepted orally. Where can I make complaints about maintenance, report a schedule violation, a critical condition of the vehicle or a violation of the rules on the road? To do this, call Mosgortrans.

Such a hotline was created by the carrier in February 2016. The telephone hotline should be on the stand in the passenger compartment. The call can be made to the passenger without leaving the bus or other vehicle. All incoming calls are free.

Mosgortrans written notice of violation

Since 2015, stickers appeared on public transport that show the email address of the Public Control project. The goal of such a project is to receive video from the site of the violation from the victims. In this video message, it is necessary to indicate the vehicle's license plates, time and place of the incident, as well as describe the details of the incident.

Each complaint against the bus driver is checked and processed. If the information is reliable, then the driver will be fined for the violation or dismissed under the law.

Written notice of the Ministry of Transport of the Moscow Region

Where to write a complaint about the bus or the driver of this bus, if there was an unpleasant incident? The victim must write an email to the address of the main transport department of the region.

The letter in a free form should describe the conflict, the incident that happened on the route. In addition, the number of vehicles and the route number must be indicated in the letter. To consider the complaint, you must write the name of the applicant. The address at which the applicant lives and the contact phone number do not need to be indicated, since the answer will come by e-mail.

Bus Conductor Complaint

If the conductor is rude or insults the passenger, then it is mandatory to complain about it. Do not ignore or react to this incident. Unrestrained employees of the transport company should not work with people.

To make a claim to the work of the conductor, you should find out his last name and the number of public transport on which he works. After finding out the data, you need to call the depot or fleet, telling about the situation.

The authorities of the fleet consider each claim independently and decide whether the transport employee is to blame or not. It is possible that the townspeople themselves are initiators of the conflict. To avoid problems with citizens, conductors conduct lectures "on the prevention of conflict situations."

A conductor who constantly receives complaints from passengers will be dismissed from this position under article.

Duties and prohibitions of the conductor

The conductor has his own duties, which he must fulfill during work. He must:

• to be polite to passengers, not to engage in conflicting conversations, to be calm;
• to answer asked questions about fare payment, about the route of the bus;
• give an answer if the passenger requires the name of the conductor and the service number;
• first get money for the journey (be sure to announce the amount that the passenger gave), and then issue a ticket.

While working on the route, the conductor has prohibitions that he must not violate. The employee is prohibited from:

• to conduct conversations not on working topics with the driver or other persons;
• eat, smoke or somehow distract from work;
• you must not get out of transport before arriving at the final stop;
• being rude and talking to passengers incorrectly.

Consequences for an employee of a transport company

The driver will be held responsible for his actions if he creates problematic, conflict situations with the townspeople or does not comply with legislative norms. A complaint about a bus or driver is considered individually. As a result of the consideration of the complaint, the following consequences may occur:

• bringing the violator to administrative responsibility: payment of penalties, deduction of bonuses or part of the salary, etc .;
• bringing to disciplinary liability with further dismissal.

Only the indifference of citizens will help keep the entire public transport system in order.