Complaint about the taxi. Where to complain about the bus driver, conductor and bus fleet

22.06.2019

Those who don't have personal car, a large number of time is spent in 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 write a complaint about the buses? These are the questions asked by the majority of citizens using urban transport. Everyone should familiarize themselves with the information on how and where to apply in such cases. In addition, everyone should know the rules and obligations of the passenger, driver and conductor of urban transport.

Rules for using ground public transport

General rules for the use of urban transport have been developed in accordance with the law Civil Code Russia. The law "On Protection of Consumer Rights" was issued on February 7, 1992. On November 8, 2007, the law "Charter road transport and urban terrestrial electric transport". On October 23, 1993, the Council of Ministers of the Government adopted the law “On the Rules traffic».

The above laws control the proper use of surface urban transport. In addition, they are needed to automate fare and fare control systems. These rules should be freely available in every salon. vehicle.

What rules must the carrier follow?

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

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

For violations of rules and laws, the carrier bears full responsibility.

Responsibilities of a passenger transport driver

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

Obey the rules of the road.
Ensure the safe transportation of citizens.
Respond to information from passengers about a problem in the passenger compartment: smoke, fire, the smell of burning, as well as suspicious objects that can affect the health and life of passengers.
Inform citizens about the names of stops.
Sell tickets only at stops.
Issue tickets after receiving payment.
Landing and disembarking only at stops.
Take passengers according to the number of seats on the bus.
Follow the schedule and do not violate the route.
Indicate on transport the route number and the name of the final stop.
Ensure safe disembarkation, including for people with disabilities.
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, as well as passengers. Passengers are required to:

Buy a ticket and validate it.
Keep the ticket until the end of the trip.
Have documents that allow free travel (if any, in principle).
Show the ticket or your documents to the conductor, controller.
Pay a fine if an unpaid fare is found during the check.
Hold on to the handrails while driving.
Do not occupy seats that are intended for the disabled.
Keep order in transport.
Release the transport upon arrival at the final stop.
If a passenger buys a ticket from the driver, then you should prepare the money in advance and not delay the vehicle.

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

Do not pay for the fare of children under 7 years old.
Carriage of strollers and children's sleds is free of charge.
Carry birds and animals in a cage (the cage should not exceed the size of hand luggage).
Ride in transport for free if the previous one breaks down before reaching the desired stop.
Disabled people have the right to travel on benefits.

What are the violations

Exist special rules the use of a land vehicle, which drivers must follow when transporting passengers. Not everyone follows these rules, although they know them.

On a daily basis, passengers may encounter rudeness and tactlessness of employees. transportation. 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 carry privileged 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 into work.

Sequential algorithm of actions of a victim in a conflict with a 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 obtained from the appeal authority. When writing a letter or talking on the phone, the victim must 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 must 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 about notification of decision. Only conscientious passengers with the help active action can control the conscientious and professional performance of the work of public transport employees.

Where can I complain about a passenger transport driver?

What to do and where to complain about unacceptable driver behavior? 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 a participant in the conflict, it is necessary to urgently call the indicated phone number and present 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. It must be accompanied by an acknowledgment of receipt. The complaint against the bus driver must contain the claim of the victim. To receive a response, you must specify your passport details, place of residence and postal code. A complaint about the bus is considered within one month.

Portal "Dobrodel"

Portal "Dobrodel" is eBook, which is designed for suggestions and complaints in the Moscow region. It was created in 2015 to regulate the work of the authorities with urban residents.

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

A complaint about the bus or carrier must be left in the "Report a Problem" section. At the time of filing a complaint, the correct address must be provided. 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 transport driver can be accepted orally. Where can I file a service complaint, schedule violation, critical vehicle condition or traffic violation? To do this, you need to call Mosgortrans.

Such a hotline was established by the carrier in February 2016. 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 of charge.

Written notification of Mosgortrans about the violation

Since 2015, stickers have appeared on public transport, on which the electronic address of the Public Control project is indicated. The purpose of such a project is to receive video recordings from the place of violation from the victims. In such a video message, you must indicate the license plates of the vehicle, the time and place of the incident, and describe the details of the incident.

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

Written notice from 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 e-mail to the address of the main transport department of the region.

A free-form letter should 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 contact number do not need to be specified, as the answer will come by e-mail.

Complaint against a bus conductor

If the conductor is rude or insults the passenger, then in without fail you need to complain about it. This incident should not be ignored or reacted to. Unrestrained employees transport company should not work with people.

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

The administration 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 article.

Duties and prohibitions of a conductor

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

treat passengers politely, not engage in conflict conversations, be calm;
answer the questions asked about fare payment, about the bus route;
give an answer if the passenger requires the conductor's surname and service number;
first get money for the fare (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 conversations not on working topics with the driver or other persons;
eat, smoke, or otherwise be distracted from work;
you can not get out of the transport before arriving at the final stop;
being rude and inappropriate with 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 citizens or does not comply with the law. A complaint about a bus or a driver is considered individually. As a result of the consideration of the complaint, the following consequences can be:

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

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

Conflicts in the process of transport activities may arise due to disputes between road users. The reason is the order and quality of services. Most carriers are not set up for a peaceful settlement of conflicts, forcing passengers to apply to regulatory authorities. Complaining about transport is no exception.

Grounds for a claim

Person affected by poor quality transport services may file a complaint on the following grounds:

The movement of ground transport does not correspond to the established schedule.
Disregard for traffic rules.
Violation of the requirements for boarding and disembarking people by public transport.
Bus behavior (employees transport company) is characterized by contempt for the passenger composition, rude (boorish) attitude, use of obscene language when communicating.
The driver does not fulfill the obligations stipulated by the job description, the rules of conduct in the car do not comply with the norm (smoking in the direction of travel, drinking alcohol and drugs, telephone conversations).
Failure to comply with the provisions of sanitation.
Violation of the rights of citizens with benefits (denial of free services established at the legislative level).

Claims that do not have a clear argument run the risk of remaining. The accused person has the right to appeal against the actions of the applicant and file.

How to file a complaint against a bus driver

The method of writing the document does not matter, handwritten and printed versions are allowed. The form is not regulated legislative norms, but certain requirements must be met:

use of official business style;
compliance with business rules;
literacy;
inadmissibility of using phrases with profanity with signs of rudeness, disrespectful attitude;
brevity;
objectivity;
legal framework;
lack of emotional exaggeration;
the accuracy of the presentation, indicating the details relevant to the conflict;
indication of eyewitnesses of the incident;
chronological sequence.

The above rules also apply when writing a complaint against the conductor.

Procedure

In the event of a dispute in public transport, it is necessary to adhere to the following algorithm of actions:

1. Examine the information posted in the route vehicle about the servicing contractor and contact means of communication.

2. Make personal notes by specifying registration number cars and information about the best man.

3. Mark the time and place of the illegal actions.

4. Enlist the support of other passengers (witnesses), write down contacts. Consider writing .

5. Correctly and competently draw up an application, transfer it to the authority authorized to consider this category of cases.

The response to the complaint is provided within a month, regardless of the method of submission (, personal reception, Internet reception).

Sample 2019

The structure of the document does not imply a clear presentation plan. The text should contain essential information on the case:

Name of the competent authority (full name, position):
- legal address;
- means of communication.
Personal information about the applicant:
- place of registration;
- contact phone number, email.
Name - "Complaint" (claim).
Information about the offender (route driver).
Misdemeanor, signs and qualifications (normative justification).
Circumstances of the act.
The presence of witnesses.
Requirement (offer).
Applications.
Date of preparation.
Personal signature (with transcript).

3. Personal reception at the Department (Sadovo-Samotechnaya street, house No. 1, office No. 715. Mode of work with the population: two days a month.

3. Application for e-mail [email protected]

4. Give with your own hand to the office.

To the administration of the municipality

The victim has the right to complain about the bus to the local. You can do this in several ways:

use the e-mail box of the municipality;
personal visit to the institution;
official website of the city (mayor): a questionnaire form is usually set.

In the structure of the administration there is a department for working with citizens' appeals, where the appeal is received. Further, the issues are resolved in consultation with the specialists of the transport sector.
Having studied, an objective “dry” is compiled and provided to the applicant after a month in the manner indicated in the claim.

On the Dobrodel website

This site is designed for Muscovites. Login to the Internet portal is carried out after authorization of a personal account, carried out by entering the following content:

personal information (full name);
active email address;
password guessing.

choice of category and topic;
description of the situation on the merits;
indication of the exact location of the commission of the unlawful act;
contact means of communication;
confirming the transaction and sending a complaint.

With passengers;

the movement of the vehicle is not on schedule;

deviation from the given route;

refusal to disembark passengers at stops;

traffic violation;

non-compliance by the driver with the points of the job description(smoking, socializing mobile phone drinking alcoholic beverages);

refusal to provide services on a preferential basis.

After the application is considered, the driver must write. If the claim is justified, he may be subject to disciplinary action.

In some situations, applications are received not for a specific driver, but for the operation of the entire route as a whole. This is usually due to the fact that the carrier organization does not fulfill its obligations prescribed in the contract. For example, Mosgortrans enters into contracts with various carrier companies. If any of the companies received complaints, Mosgortrans has the right to file a claim with it or completely terminate the contract.

The task of controllers is to check the fact of payment for travel. If there is inappropriate behavior of controllers in relation to passengers, a claim for such behavior must be addressed to the regulatory authorities.

Where to complain about the work of carriers?

In Moscow and the Moscow region, the main provider of transport services is the state enterprise Mosgortrans. This enterprise accepts from citizens in various forms: by telephone, electronically, and also in paper form. The letter can be sent by mail or delivered through the secretary of the organization.

Reference! Anonymous appeals are often left without consideration for a long time.

On the phone

Most fast way to file a complaint is to call the Mosgortrans hotline: +7 495 951-66-53. The call makes it possible to quickly fix the application without spending a lot of time on the procedure.

Be prepared to provide the following information:

your full name, residential address and ;
route number And state numbers car;
date and time of violation(sometimes the operator asks to indicate the scene of the incident);
the details of the fact.

Typically, this method of filing a complaint is used to report a minor violation.

By Russian Post

The classic way to file a complaint is to send a claim by registered mail on official address Mosgortrans: Moscow, 115035, Raushskaya embankment, 22/21, building 1.