Passenger transportation companies are subject to special requirements - to the safety and technical condition of vehicles, to compliance with traffic rules and schedules, to communication rules and payment procedures. On the territory of the capital, public transport is run by the Municipal Unitary Enterprise "Mosgortrans". In this material, 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 expect compliance with all transportation rules. The very fact of paying a fare or presenting a preferential certificate is considered as the conclusion of a contract for transportation. Any non-compliance with the specified agreement will entail the responsibility of MUP "Mosgortrans" or its authorized employees - drivers, controllers, 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 passenger transportation services;
- 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 against Mosgortrans, even if the passenger did not suffer significant damage. Here are the most common reasons why you might file a complaint:
- violation of traffic rules committed by the driver of a bus, trolleybus or other vehicle engaged in public transportation of citizens;
- non-compliance with the conditions and requirements for the safety of transportation - a dirty interior, broken doors, broken windows, other damage to the transport;
- non-observance of the declared route of movement, not agreed in advance by the carrier or not caused by extraordinary circumstances;
- violation of the rules for calculating the trip - non-issuance of a ticket, refusal to accept funds for payment, shortchange or refusal to return change, non-acceptance of preferential travel cards;
- 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 for improving 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 resolve the problem on the spot. The carrier's employees are obliged to take into account the reasonable claims and comments of passengers, eliminate them as far as possible on the spot. If such actions do not bring results, you can proceed to appeal.
Bus driver complaint
The driver of public transport is responsible for compliance with traffic rules and the safety of passengers. Even a minor violation of the rules can lead to an emergency on the road, causing harm to the health and property of passengers. Therefore, MUP Mosgortrans pays special attention to checking complaints against drivers.
You can write a complaint against the Mosgortrans bus driver for the following reasons:
- traffic violations - exceeding the speed limit, non-compliance with the rules of rebuilding and maneuvering, overtaking in prohibited places, etc.;
- stopping at inappropriate places or refusing to board/disembark passengers at regulated stops;
- deviations from the declared route, violation of the schedule;
- rude and improper attitude towards passengers, refusal to satisfy their legitimate demands.
Note! For each fact of violation, an internal check must be carried out. Depending on the nature of the misconduct, the driver faces disciplinary, administrative or other liability.
A complaint against the Mosgortrans bus driver must contain information about the date and time of the trip, 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. Illegal change of 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 notice to passengers or without taking into account emergency circumstances.
Please note that deviation from the route is allowed if regulated road or construction work is carried out along the route, the consequences of an accident or an accident are eliminated. Information about such circumstances is communicated to passengers through the media or the official website of the carrier. If unforeseen circumstances arise, the driver of the transport or the controller must inform about this.
Complaint against the controller
Mosgortrans is the most famous carrier in the capital of our country and Europe's largest operator of ground passenger urban transport. This state unitary enterprise serves Moscow and partly the regions of the Moscow region. The enterprise performs suburban and city transportation by buses, transportation around the city by trams and trolleybuses, including custom transportation by intercity and city buses.
State Unitary Enterprise "Mosgortrans" was formed in 1958 thanks to the merger of the Department of Passenger Transport and the Tram and Trolleybus Department. As a result, all three main types of land mass transport of the capital were combined into one production and technological complex. At the time of its formation, the enterprise included 4 repair plants, the Traction Substation Service, the Traffic Service, the Track Service, 7 bus and 4 trolleybus depots, 8 tram depots, and other divisions.
At the moment, SUE "Mosgortrans" serves over 740 urban ground passenger transport routes, including more than 600 bus routes, 50 tram routes, 80 trolleybus routes. More than 5.5 million passengers use the services of Mosgortrans every day. The organization has about 8.5 thousand units of transport on its balance sheet. At the same time, the fleet of the enterprise is kept in working condition and is constantly updated.
Reviews and complaints
Galina
18.07.2019 21:42
I want to know when the chaos will end. I go to 305 Dzerzhinsky-m. Lublin. The fare is charged twice, or 53 rubles, this is not enough for the trip ....? Please sort it out! In the opposite direction, it always practically misses the stop of the street. Tsimlyanskaya! What kind of ignore...!? Do you work for people, like? Or not?
Luda
02.04.2019 12:30
Today, on April 2, 2019, bus 799 with the number on board 041342 after 11 am stopped far from the stop (from the curb) of the Vostochnoye Degunino District Administration towards the Beskudnikovo station. A girl was getting off the bus with a stroller, in which she had a one-month-old baby. The wheels didn't touch the curb. As a result, the stroller fell on the asphalt under the bus, the girl, trying to catch the stroller, injured her leg. Bus passengers helped. They lifted the stroller and helped the girl to get up and get off the bus. Please, take away the rights of this freak - the driver! Read more on Otzovik: https://otzovik.com/review_7988407.html
Svetlana
24.11.2018 23:52
Dear Mosgortrans, how I want to look you in the eye, how you mock people !! Bus 3 arrives at different times each time, after 23.00. Today, November 24th, while we waited for the bus, we stopped, no summer on the streets !!! So obscene burns your desire to caress you !!! Bus 3 Kamchatskaya street to Rokossovsky Boulevard! Take no action, we will write higher!
Lily
23.10.2018 16:01
Good evening. I want to swear directly at these assholes from Mosgortrans, they rob people every day, but they themselves do not fulfill their obligations. On Prospekt Mira, the Dokukin terminal has not been working for three days, and the controllers go like snakes back and forth along the route, they know that the terminal is not working, they get everyone in a row with fines. I gave them a remark more than once, they don’t know anything, pay a fine. I told myself at least once someone will come up on the issue of payment and the terminal does not work, we will just sort it out in court. Take action and don't wipe your pants in the office for big money.
