How to write a complaint against a bus driver

Procedure

If a conflict situation arises in ground urban passenger transport, you need to remain calm and act according to the following scheme:

Pay attention to the information board on the bus. They are usually located inside the passenger compartment behind the driver and contain contact information and a telephone number for the transport department.
Write down the bus number and known details of the driver.
Remember or write down the exact time and place (at which stop) of the incident.
Find out the contact information of other passengers if they witnessed the incident. You can invite event participants to unite to write a collective complaint.
Compose an official letter outlining your complaints and send it to one of the authorized authorities.

If a conflict situation arises with a public transport driver, the most important thing is to remain calm and act according to a proven scheme that is appropriate in the given situation.

The recommended action in the event of a conflict with a driver is as follows:

Look at the information board on the bus, which is usually located behind the driver: write down the bus number and driver details;
Remember and note at what time the conflict situation occurred, and at what stop (preferably the exact address) it happened;
If other passengers witnessed the scandal, it is recommended to find out their contact information in case of collecting witness statements;

In addition, you can invite passengers to unite and file a collective complaint against bus drivers/minibus drivers.

Collective complaints are always more effective than individual ones.

Make a complaint against the public transport driver and deliver it to one of the authorities authorized to resolve these issues;

Grounds for filing a complaint

The current rules for using transport in Moscow provide responsibilities not only for passengers, but also for carriers (How to complain about a transport company). In this regard, a consumer who has encountered a violation of the law or infringement of his rights when using the services of Mosgortrans should not ignore the current situation, especially since this is the only way to prevent its recurrence.

the bus did not move according to schedule or the flight was cancelled. Not all drivers (How to complain about a bus driver) strictly follow the approved schedule, which significantly affects the quality of service. Therefore, if the bus did not move according to schedule, it is appropriate to file a complaint with Mosgortrans. This way, at least, the company’s management will be able to find out that there are problems and shortcomings on a certain route that should be eliminated as soon as possible;
The driver grossly violated traffic rules. Failure to comply with traffic rules can lead to serious consequences, which means that passengers and other road users should not ignore such behavior of transport company employees;
the driver behaved incorrectly and provocatively (smoked on the bus, refused to stop in the designated place, etc.);
the bus or tram is completely unsanitary;
the passenger was denied a discounted fare without good reason.

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? Important! Even the owners of other cars that became participants in the incident or witnessed it can complain about the Mosgortrans driver’s failure to comply with traffic rules.

A complaint about a bus driver who looks askance at his passengers is unlikely to be considered by regulatory authorities. In addition, a complaint that is found to be unfounded may result in the filing of a counterclaim, but this time from the public transport driver. To avoid this, when filing a complaint, you should make sure several times that it really has good grounds.

So, to file a complaint against Moscow public transport drivers, you must have one of the following reasons:

The bus does not run according to the required schedule, which is why passengers have to stand for a long time at public transport stops waiting for the long-awaited bus or minibus;
Inappropriate treatment of passengers by the driver;

The driver talks to passengers in a raised voice, is rude, rude, refuses to stop when requested, throws away change, etc.

The driver smokes inside the bus/minibus, thereby making passengers “passive smokers”;
The driver does not clean the interior of his bus/minibus, which makes traveling in it seem like a real nightmare;

Dirty dusty seats, water or mud-filled interior floor, unpleasant smell, dirty curtains, etc.

The driver demands payment for travel from beneficiaries (who confirm this with relevant documents);

If one of the above reasons occurs, you have the right to file a complaint against the Moscow bus/minibus driver.

Responsibilities and rules of conduct

You should always remember that a shuttle bus driver is a specialist who is responsible for the life and health of his passengers. Therefore, he has a number of obligations and rules of behavior while driving:

Check your vehicle for technical faults before each trip.
Pass a medical examination before boarding the flight.
Strictly follow the established route and stop only at bus stops.
Inform passengers about stops.
Do not allow passengers onto the bus if all the places to accommodate them have been exhausted.
Sell tickets if there is no conductor, and do this only at stops.
Drive, observing all traffic rules.

Transport services include not only public transport, but also air transportation, as well as railway, freight forwarding and other services. From our articles you will learn about the rules for children traveling on public transport and how to draw up an agreement for the provision of transport services and documents for the transportation of goods, as well as how to complain about SDEK and another transport company if the services are performed poorly.

How to prepare

In order for the complaint to be considered as quickly as possible and the applicant’s demands to be satisfied in full, when filing it, it is important to indicate information that will help the management of the enterprise understand the incident and understand how justified and legal the applicant’s claims are. To do this, depending on the nature of the request, the document should indicate:

your personal and contact information;
Full name of the employee whose actions the applicant is dissatisfied with;
vehicle registration number;
number of the route along which the trip was carried out;
place (address or landmark), time and circumstances of the incident;
photographs or videos confirming the fact of violations;
contact details of citizens who witnessed the incident, etc.

In order to be able to prove that an employee of a transport company behaved inappropriately or violated the current law, the police should be called to the scene of the incident (How to complain to the police), who are obliged to record this fact. In addition, it would be a good idea to exchange contact information with other victims or witnesses of the incident who will be ready to confirm the information submitted by the applicant in the appeal.

Ministry of Transport of the Russian Federation

The rules of conduct for public transport drivers, as well as the rights of passengers, are described in detail in the “Rules for the use of ground urban passenger transport”.

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A complaint against a Moscow minibus or bus driver can be accepted either orally or in writing. So, you can complain to one of the following authorities:

What are the violations?

There are special rules for the use of land vehicles that drivers must follow when transporting passengers. Not everyone follows these rules, although they know them.

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

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

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Such behavior is unacceptable in a democratic and rule-of-law country. For such offenses, the driver must lose bonuses, receive a fine, or he may be fired under the article. Such dismissal can significantly affect the driver's future employment. If such an unpleasant incident occurs, the victim should not remain silent and think that his complaint about the bus will not be considered and taken into account.

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

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

Since 2015, stickers have appeared on public transport that indicate the email address of the “Public Control” project. The goal of such a project is to receive video recordings from victims 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 against a bus driver is checked and processed. If the information is reliable, the driver will be fined for the violation or fired according to the law.

Where can I write a complaint about a bus or the driver of a given bus if an unpleasant incident occurs? The victim should write an email to the address of the main transport department of the region.

The letter must describe in free form the conflict or incident that occurred on the route. In addition, the letter must indicate vehicle license plates and route number. To consider a complaint, you must write the full name of the person applying. The applicant’s address and contact telephone number do not need to be indicated, as the response will be sent by email.

We will try to provide answers to all questions so that city transport passengers feel confident and protected.

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Legal documents

Each user of public transport, if there is a complaint, has the right to write a complaint based on such legal documents as:

Civil Code;
Federal Law “On Protection of Consumer Rights”;
Charter of motor transport;
Decree of the Russian Federation No. 112 “Rules for the transportation of passengers” dated February 14, 2009.

If a violation of the transportation rules has occurred, but there is no time to visit organizations and draw up appeals, you can go through this procedure by phone.

It is enough to report the problem indicating the route number, the vehicle's license plate and (if possible) the driver's last name.

Phone numbers

According to current legislation, contact details of regulatory authorities must be located on an information stand in the cabin of a bus, tram or trolleybus. This information is also posted on official websites.

You can submit an application to the Mosgortrans contact center by number or 3210 from your mobile phone for residents of Moscow and the Moscow region.

Residents of St. Petersburg can complain to the transport department by calling 8 (812) 458-75-74.

Contact information for the transport department in a particular region can be found on the department's official website.

Hot lines

Mosgortrans hotline – 8 (495) 950-42-04.

The telephone number of the Ministry of Transport of the Russian Federation is.

By contacting the ministry's hotline, the call can be redirected to the department that deals with complaints.

How to complain

Citizens can contact the transport organization:

by calling the contact center;
to the office of the main office;
by mail;
by fax;
online via the feedback form.

Important! The management of Mosgortrans will respond faster to a complaint if it is collective (i.e., filed by a group of people).

If the claim is submitted in writing, then when drawing it up you should adhere to certain recommendations regulated by the norms of the current law. For these purposes you can use a sample

If the applicant wants to file a complaint as quickly as possible and does not count on moral or material compensation from Mosgortrans (due to the fact that the violation is insignificant), he can call:

8;
3240 (MTS, Tele2, Megafon, Beeline).

When talking with a customer support employee, you should explain what caused the dissatisfaction, what, in the applicant’s opinion, norms of the law were violated when organizing the transportation of passengers, and indicate information by which it will be possible to identify the participants in the incident (for example, route number, address where there is no transport schedules, etc.).

Attention! The telephone application may be “lost” and then it will be difficult for the applicant to prove the fact of its submission.

The applicant can bring the complaint in writing to the office of the main office of the transport company in Moscow, which is open to visitors from Monday to Thursday from 8.00 to 17.00, and on Friday until 15.45. At the same time, it must be registered by the responsible employee of Mosgortrans and accepted for work by the relevant department.

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The main office is located at the address: Raushskaya embankment, building 22/21, building 1. In addition, the document can be brought to any branch of Mosgortrans.

If the applicant plans to transfer materials to the organization (photography, audio recording, etc.) confirming the fact of violations by its employees, then it is worth making an inventory of them, attaching such a document to the claim.

By mail

In order not to waste time on a visit to the Mosgortrans office, a citizen can submit an appeal by mail, for which it is better to use a notification letter (due to this, it will be possible to find out whether the correspondence was received by the addressee and when this happened).

It will also be possible to include additional materials in the envelope if the total weight of the letter meets the maximum limit established for such items.

The document should be sent to the address: 115035, Moscow, Raushskaya embankment, building 22/21 building 1.

If a citizen does not plan to submit additional materials, and the text of his complaint is relatively small and fits on one standard sheet of paper, he can fax it to 8 (495) 951-38-27.

To make sure that the request has been accepted by Mosgortrans, you can call the customer support service, where you can also find out under what number it was registered as incoming correspondence.

Terms of consideration

Having received an application from the consumer, Mosgortrans must, within 30 days (in exceptional cases, the period can be extended to 60 days) carry out the necessary checks to establish the circumstances of the incident and assess the validity of the claims. After this, a response must be sent to the applicant’s postal or email address containing a list of measures taken by the transport enterprise to eliminate the violations, or a refusal, which explains why the applicant’s requirements cannot be satisfied.

If the 30 days initially established by law were not enough to consider the complaint, the period may be extended, of which the enterprise is obliged to immediately notify the citizen.

Failure to respond to a submitted application or refusal to satisfy justified demands may become the basis for appealing to various regulatory authorities or the court (if we are talking about material compensation for damage caused).

On what grounds can they refuse and what to do in this case?

A complaint does not guarantee a response. The organization also has the right to refuse in the following cases:

The victim's claims are not supported by absolutely any evidence or confirmation from witnesses.
There is no reason for a reaction - the driver behaved absolutely correctly.
The text of the complaint is replete with errors and compiled extremely carelessly.
The agency is not dealing with this problem and the complaint will be forwarded to another authority.

Important! If your claim is rejected, you will have to deal with it only through the courts. If he also made a negative decision, then it is always possible to file an appeal by preparing an appropriate statement.

The legislative framework

The rules for using public transport are regulated by:

Federal Law “Charter of Motor Transport and Urban Ground Electric Transport” dated November 8, 2007 N 259-FZ.
Law of the Russian Federation dated 02/07/1992 N 2300-1 (as amended on 07/03/2016) “On the protection of consumer rights.”
Rules for the use of public ground urban transport (trams, trolleybuses, buses) in the city of Moscow, approved by Decree of the Moscow Government dated September 2, 2008 No. 797-PP.

Reasons

There can be many reasons for a complaint, but we will focus on the most typical of them:

Failure to adhere to schedule.
You need to write a complaint clearly if the driver, without a good reason (for example, a traffic jam or accident), systematically violates his own schedule - is late or does not arrive at all. The driver must follow the route start plan and arrive at each stop on time.
Failure to follow the route.
Unauthorized change of travel plan and ignoring stops is an important basis for filing a complaint. Each type of public transport follows a specific route, and the driver has no right to deviate from it without a good reason (such as traffic congestion, natural disaster or civil conflict).
Driver's rudeness.
Swearing, insults, ridicule or threats are inappropriate behavior for an employee of the company whose honor he represents, and in the event of a conflict with a rude driver, it is mandatory to write a complaint. It’s better, in general, to call the police and let them issue him a fine according to the administrative code.
Traffic violation.
Compliance with traffic rules is the responsibility of any road user. If the bus driver also breaks the rules, he risks not only his own life, but also the lives of several dozen people he transports.
Along with the complaint, it is better to contact the police and have the driver’s driver’s license revoked.
Inappropriate behavior of the driver (playing music loudly, smoking in the cabin).
Refusal to remove loud music is considered a violation of Art. 7 Federal Law No. 2300-1 “On the Protection of Consumer Rights”, according to which the service provider must do everything to ensure the protection of the health and comfort of its clients.
And refusal to put out a cigarette violates Art. 12 clause 1.3 of Federal Law No. 15, which establishes a ban on smoking tobacco when transporting passengers on public transport. Both cases are good reasons to inform the management of Mosgortrans about the misconduct of their employee and demand influence on him.