You were rude in the minibus, you are unhappy with the behavior of the driver or the work of public transport. The situation, alas, is still typical, although not frequent. Where to complain? How to submit your application - in writing, by phone, at what time? Answers to these questions, as well as detailed information on the rights of passengers in relation to inappropriate behavior of the carrier, can be obtained by studying this article.

A passenger who wants to make a complaint can take the simplest way: leave a message in the feedback form. For this, there is a single electronic sample of appeal on the website of the Moscow Department of Transport and Road Transport Development. The victim has a reason to apply there in the following cases:

• the carrier's representative (driver) admits rudeness and rough treatment;
• you stand in line for a bus for a long time, the transport does not follow the schedule;
• other manifestations of consumer rights violations that you want to report.

The rights of drivers and passengers. What you need to know

This information is set out in the "Rules for the use of land urban passenger transport in the city of Moscow". These requirements are absolutely open to general access, they relate to the norms of behavior in trams, trolleybuses, buses, route taxis, that is, they apply to almost all types of transport.

Important. Before deciding to write or file a complaint, you should study your rights and stock up on arguments confirming the guilt of the carrier.

In short, the rules can be summarized in a few basic postulates:

1. Information about the rights of passengers and the obligations of the company must be placed in the cabins of vehicles.
2. The timetable can be found on the Mosgortrans website and in the stop pavilions of trams, trolleybuses, and fixed-route taxis.
3. The driver is obliged to carry out the transportation of passengers regardless of categories (including persons with disabilities), while observing the Rules of the Road.
4. On public transport, there are certain intervals of movement, clearly defined routes. In the event of temporary changes, the carrier will notify passengers in any effective way.
5. A mandatory requirement is to maintain cleanliness in the cabin, comply with sanitary standards, the availability of first aid equipment and special equipment to ensure safety (fire extinguishers).

How to properly file a complaint

In order for the appeal to be registered and accepted for work, it is necessary to fulfill a few simple requirements. Regardless of whether it will be sent by hotline or by letter, by e-mail, it is imperative to know the parking number of the vehicle. This is basic information. It is usually indicated in the front, on the cockpit or windshield, and also on the side. You will also need to inform the dispatcher (leave it on the site) the route number and specific information about the date, place and time of the incident.

Attention. Applications from anonymous authors with someone else's (non-existent) identification data - surname, phone number and address, will most likely not be considered.

Methods of handling

There is an opportunity to file a complaint with Mosgortrans via the 24-hour hotline. Be sure to collect data on the fact of violation, briefly and clearly state the essence to the dispatcher, leaving information about yourself (contact number and name of the applicant). In addition, other methods are allowed: write a paper application and send it to the address of the main department of Mosgortrans (the address can be found on the website). Within a month, the official representative of the institution is obliged to provide an answer to the complaint. You can also refer to the website of the Moscow City Hall, in the appropriate section. If there was a case with a specific carrier, which provides feedback with the consumer, call or leave a message directly with their dispatcher.

Important. In most cases, as a result of the accident, the driver will be punished: he will be deprived of the bonus premium or even fired. Remember this, do not allow unfounded statements and subjective assessments.

Output

So, the main points of filing a complaint with Mosgortrans have been sorted out. This is a telephone connection, contacts on the site and written requests. You know where to complain and how to do it. And most importantly, remember: safety on the road and the environment in the cabin depend on the mutually polite communication between passengers and the driver.

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

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

Rules for the use of land public transport

The 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 issued on February 7, 1992. On November 8, 2007, the Law "Charter of Motor Transport and Urban Land Electric Transport" came 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 procedure for the correct use of urban land transport. In addition, they are required to automate tariff control and toll control systems. These rules must be freely available in every vehicle compartment.

What rules must the carrier follow

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

1. Transport people of all categories, including disabled people, to their destination along a specific route.
2. At stops there should be tables with their names. In addition, at each stop there should be a schedule of all passing routes.
3. Carriers are required to adhere to the schedule on the public transport route.
4. The transport company is obliged to provide passengers with up-to-date information in the event of a route change or its closure.
5. Before setting off on the route, the driver must check the sanitary and technical condition of the transport, the driver himself can in no case be in a state of alcoholic or drug intoxication, he must have a normal state of health, which allows him to drive the vehicle without the danger of creating emergency situations.
6. Protect passengers as much as possible during transportation.

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

Obligations of the driver of passenger transport

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

1. Observe traffic regulations.
2. Provide safe transportation for citizens.
3. To respond to information from passengers about a problem in the passenger compartment: smoke, fire, burning smell, as well as suspicious objects that can affect the health and life of passengers.
4. Inform citizens about the names of stops.
5. Sell ​​tickets only at bus stops.
6. Issue tickets upon receipt of payment.
7. Disembark and disembark only at stops.
8. Take passengers according to the number of seats on the bus.
9. Follow the schedule and do not disrupt the route.
10. Mark the route number and the name of the final stop on the transport.
11. Ensure safe disembarkation, including for people with disabilities.
12. Follow your job description.

The order of travel in a city vehicle

During a trip in public transport, there are procedures that must be followed by the driver and passengers. Passengers are required to:

1. Buy a ticket and validate it.
2. Save your ticket until the end of the trip.
3. Have documents that allow free travel (if any, in principle).
4. Show your ticket or your documents to the conductor, controller.
5. Pay a fine if an unpaid ride is found during the check.
6. Hold onto the handrails while driving.
7. Do not occupy seats that are intended for people with disabilities.
8. Observe order in transport.
9. Free transport upon arrival at the final stop.
10. If a passenger buys a ticket from the driver, then money should be prepared in advance and the vehicle should not be delayed.

Each passenger should know not only the duties, but also the rights while moving in transport. He can:

1. Do not pay for travel for children under 7 years old.
2. Carriage of a stroller and sledges for free.
3. Carry birds and animals in a cage (the cage should not exceed the size of your carry-on baggage).
4. Ride for free in transport if the previous one broke down before reaching the desired stop.
5. People with disabilities have the right to travel on benefits.

What are the violations

There are special rules for the use of a land vehicle, which must be followed by drivers when transporting passengers. Not everyone follows these rules, although they know them.

Every day, passengers can face the rudeness and tactlessness of transport workers. List of everyday violations:

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

This behavior is unacceptable in a democratic and legal country. For such misconduct, the driver must lose his bonus, receive a fine, or he can be fired under the article. Such 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 into work.

Sequential algorithm of actions of the victim in the conflict with the bus driver

During a conflict with the driver, the passenger must call the hotline or write a certified letter to the transport company. A sample of a complaint about buses can be obtained from the complaint instance. When writing a letter or talking on the phone, the victim should control his emotions, not use profanity and statements. To get a fair outcome, the passenger must do the following:

• find out the name of the driver;
• write down license plates;
• take contact details of witnesses;
• choose an instance for filing a claim and apply in writing or orally.

It should be understood that anonymous claims will not be taken into account. In the letter, you must ask about the deadline for resolving the issue and the notification of the decision. Only conscientious passengers with the help of active actions can control the conscientious and professional performance of the work of city transport employees.

Where can you complain about a passenger transport driver?

What to do and where to complain about the unacceptable behavior of the driver? You can file a complaint about the bus with the city government. The contact phone number and address of such a department must be placed in the vehicle interior. As soon as the passenger has become a witness or participant in the conflict, it is necessary to urgently call the specified phone number and submit your claims.

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

Portal "Virtue"

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

To leave a complaint about a bus or a specific driver of the route, the victim needs to register on the site. During registration, the program will ask for your first name, last name, email address and password. To confirm registration, a link for authorization will be sent to the specified mail.

A complaint about the bus or carrier should be left in the "Report a problem" section. The exact address must be provided at the time of filing a complaint. Within eight working days, the appeal will be considered, and the applicant will receive a response.

Call the transport department Mosgortrans

A complaint about a bus route or a driver of a transport can be accepted orally. Where can you file a service claim, report a schedule violation, a critical state of transport or a violation of the rules on the road? To do this, you need to call Mosgortrans.

This hotline was created by the carrier in February 2016. The hotline telephone number should be at the stand in the transport salon. The call can be made to the passenger without leaving the bus or other vehicle. All incoming calls are free of charge.

Written notification of Mosgortrans about the violation

Since 2015, stickers have appeared on public transport with the email address of the Public Control project. The purpose of such a project is to receive video footage from the victim from the scene of the violation. In such a video message, it is necessary to indicate the license plates of the vehicle, the time and place of the incident, and also describe the details of the incident.

Every complaint about the bus driver is checked and processed. If the information is reliable, the driver will be fined or fired for violation under the law.

Written notification of the Ministry of Transport of the Moscow Region

Where to write a complaint about the bus or the driver of this bus if an unpleasant incident happened? The victim should write an e-mail to the address of the main transport department of the region.

The letter in free form must describe the conflict, the incident that happened on the route. In addition, the letter must indicate the license plates of the transport and the route number. To consider the complaint, you must write the full name of the applicant. The address where the applicant lives and the contact phone number do not need to be indicated, as the answer will come by e-mail.

Complaint against a bus conductor

If the conductor is rude or insults the passenger, then it is imperative to complain about him. This incident should not be ignored or reacted. Intemperate transport company employees should not work with people.

To make a complaint about the work of a conductor, you should find out his name and the number of the city transport on which he works. After clarifying the data, you need to call the depot or vehicle fleet, telling about the situation that happened.

The management of the fleet considers each claim independently and decides whether the transport worker is to blame or not. It is possible that the initiators of the conflict are the townspeople themselves. To avoid problems with citizens, conductors are given lectures "on the prevention of conflict situations."

The conductor, who constantly receives complaints from passengers, will be dismissed from this position under the article.

Obligations and prohibitions of the conductor

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

• be polite to passengers, do not engage in conflicting conversations, be calm;
• answer questions about payment for travel, about the route of the bus;
• give an answer if the passenger asks for the name of the conductor and service number;
• first get money for travel (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:

• conduct non-work-related conversations with the driver or others;
• eating, smoking, or being distracted in some way from work;
• you cannot leave the transport before arriving at the final stop;
• be rude and inappropriate to talk to passengers.

Consequences for the employee of the 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 legal norms. A complaint about a bus or driver is considered on an individual basis. As a result of the consideration of the complaint, the following consequences may occur:

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

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

Businesses that carry passengers are subject to special requirements - to the safety and technical condition of vehicles, to compliance with traffic rules and timetables, to the rules of communication and the procedure for settlements. On the territory of the capital, public transport is under the jurisdiction of the Municipal Unitary Enterprise "Mosgortrans". In this article, we will analyze how to file a complaint against Mosgortrans and what may be the reason for the appeal.

Grounds for filing a complaint with Mosgortrans

Public transport passengers have the right to rely on compliance with all transportation rules. The very fact of payment for travel or presentation of a preferential certificate is considered as the conclusion of a contract for carriage. Any non-observance of the specified agreement will entail the responsibility of MUP "Mosgortrans" or its authorized employees - drivers, controllers, and other persons.

Assuming the obligation to carry passengers, Mosgortrans must comply with:

• Traffic Laws;
• requirements of state standards and regulations for the safety and proper condition of vehicles;
• rules for the provision of services for the carriage of passengers;
• internal rules and regulations approved by the Government of Moscow and the charter of MUP Mosgortrans.

Note! A complete list of documents and requirements that must be observed when servicing passengers can be found on the official website of the carrier.

Any violation of the above rules gives grounds to leave a complaint about Mosgortrans, even if the passenger has not suffered significant damage. Let's highlight the most common reasons why you can file a complaint:

• violation of traffic rules committed by the driver of a bus, trolleybus or other vehicle carrying out public transportation of citizens;
• non-observance of the conditions and requirements for the safety of transportation - a dirty interior, inoperative doors, broken glass, other damage to transport;
• non-observance of the declared route of movement, which was not previously agreed by the carrier or was not caused by extraordinary circumstances;
• violation of the rules for calculating for a trip - non-issuance of a ticket, refusal to accept funds for payment, counting or refusal to return change, non-acceptance of preferential passes;
• rudeness and rudeness in service, refusal to allow a passenger to travel without legal grounds.

This is only an approximate list of grounds on which you can write a complaint to Mosgortrans. In addition, the carrier accepts suggestions and recommendations to improve the quality of service, feedback on other shortcomings or inconveniences during the trip.

When faced with a violation of your legal rights, you can try to solve the problem on the spot. The carrier's employees are obliged to take into account the justified claims and remarks of passengers, to eliminate them as far as possible on the spot. If such actions do not bring any results, you can proceed to the appeal.

Bus driver complaint

The public transport driver is responsible for compliance with traffic rules and the safety of passengers. Even a minor violation of the rules can lead to an emergency situation on the road, causing harm to the health and property of passengers. Therefore, special attention is paid to the verification of complaints against drivers at the Mosgortrans Municipal Unitary Enterprise.

You can write a complaint against the driver of the Mosgortrans bus on the following grounds:

• traffic violations - exceeding the speed limit, non-observance of the rules for rebuilding and maneuvering, overtaking in prohibited places, etc.;
• stops at inappropriate places or refusal to board / disembark passengers at regulated stops;
• deviations from the declared route, violation of the schedule;
• rude and inappropriate treatment of passengers, refusal to satisfy their legal requirements.

Note! For each fact of violation, a service check must be carried out. Depending on the nature of the offense, the driver faces disciplinary, administrative or other liability.

A complaint against the driver of the Mosgortrans bus must contain information about the date and time of the trip, and the route number. If the bus has information about the personal data of the driver, they must also be indicated when contacting. To check the validity of the passenger's claims, an explanatory note will be requested from the driver.

Route complaint

Public transport routes are approved in agreement with the carrier and the city authorities. Improperly changing the route significantly violates the rights of passengers, entails being late for work or other negative consequences. A complaint to Mosgortrans about the bus route will be justified if the change occurred without prior notification of passengers or without taking into account extraordinary circumstances.

Please note that deviations from the route are allowed if regulated road or construction work is carried out along the route of movement, the consequences of an accident or road accident are eliminated. Information about such circumstances is communicated to passengers through the media or the official website of the carrier. If unforeseen circumstances have arisen, the transport driver or controller must inform about it.

Complaint against a controller

State Unitary Enterprise "Mosgortrans" informs about the launch of a single multi-channel number in the branch "Service for the operation and development of bus stations" 8-800-200-08-41 for passengers of interregional and international flights. Calls to the "hot line" are free for all regions of Russia.

With the help of the service, citizens can book tickets, as well as receive information about the work of the capital's bus stations, intercity and international bus routes, the cost of travel and the rules of baggage transportation.

“People from other cities often turn to questions about the work of Moscow bus stations. It was important for us to organize a convenient and modern service so that passengers at any moment, being anywhere in the country, could receive all the necessary information free of charge and plan a trip in advance. I also note that tickets can be purchased via the Internet at the same price as at the ticket office of the bus station. The service is available on the official website of Mosgortrans, ”commented Evgeny Zhigunov, director of the branch“ Service for the operation and development of bus stations ”of the State Unitary Enterprise“ Mosgortrans ”.

As a reminder, earlier, a round-the-clock city number 8-499-940-08-43 was organized for passengers on intercity flights. He will continue his work along with a single all-Russian issue.

For reference

The service for the operation and development of bus stations was created in the State Unitary Enterprise "Mosgortrans" in the fall of 2013. Since April this year, the Service has been administering four points of departure and arrival of buses of interregional and international routes (PMAM) in Moscow - these are the Tyoply Stan, Tushinskaya, Krasnogvardeyskaya and Orekhovo bus stations.