Conflicts in the process of carrying out transport activities may arise due to disputes between participants road traffic... The reason is the order and quality of service provision. Most carriers are not in the mood for a peaceful settlement of conflicts, forcing passengers to contact the regulatory authorities. Transport complaints are no exception.
Grounds for a claim
A person who has suffered from poor-quality transport services has the right to file a complaint on the following grounds:
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- Traffic land transport does not correspond to the established schedule.
- Disregard for traffic rules.
- Violation of the requirements for boarding and disembarking people by public transport.
- The behavior of the bus (employees of the transport company) is characterized by disdain for the passenger train, rude (boorish) attitude, the use of foul language when communicating.
- The driver does not fulfill the obligations stipulated by the job description, the rules of conduct in the car interior do not correspond to the norm (smoking while driving, drinking alcohol, etc. 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 write a complaint against a bus driver
The way of writing the document does not matter, handwritten and printed versions are allowed. The form is not regulated by legislative norms, but compliance with some requirements is mandatory:
- use of a formal 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 related to the conflict;
- indication of eyewitnesses to the incident;
- chronological sequence.
The above rules also apply when writing a complaint against a conductor.
Procedure
In the event of a dispute in public transport, it is necessary to adhere to the following algorithm of actions:
| 1. To study the information placed in the route vehicle about the service contractor and contact means of communication. | |
| 2. Make personal notes with the registration number of the car and details of 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 a statement, 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 2020
The structure of the document does not imply a clear outline of the presentation. The text must contain essential information on the case:
- Name of the competent authority (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 (the driver of the route).
- Misconduct, signs and qualifications (regulatory justification).
- Circumstances of the commission of the act.
- The presence of witnesses.
- Requirement (proposal).
- Applications.
- Date of preparation.
- Personal signature (with decryption).
3. Personal reception at the Department (Sadovo-Samotechnaya street, house number 1, office number 715. Working hours with the population: two days a month.
3. Application for e-mail [email protected]
4. Give it yourself to the office.
To the administration of the municipality
The victim has the right to file a complaint with the local bus. This can be done in several ways:
- use the municipality's email account;
- personal visit to the institution;
- the official website of the city (mayor): a questionnaire form is usually installed.
In the structure of the administration, there is a department for working with citizens' appeals, where the appeals are received. Further issues are resolved in consultation with transport specialists.
After examining, an objective "dry" is drawn up and provided to the applicant after the expiration of a month in the manner specified in the claim.
On the Dobrodel website
This site is designed for Muscovites. The entrance to the Internet portal is carried out after authorization of the personal account, carried out by entering the following content:
- personal information (full name);
- active email address;
- password fiction.
- choice of category and theme;
- description of the situation on the merits;
- an indication of the exact location of the commission of the unlawful act;
- contact means of communication;
- confirmation of the operation and sending a complaint.
Those who do not have 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 road transport and urban ground electric transport ”. 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 and toll control systems. These rules must be freely available in every compartment of the vehicle.
What rules must the carrier follow
During the carriage of passengers, each driver must know and use the generally accepted rules. Carriers are obliged to:
- Transport people of all categories, including disabled people, to their destination along a specific route.
- At stops there should be 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 public transport route.
- The transport company is obliged to provide passengers with up-to-date information in the event of a route change or its closure.
- Before embarking on the route, the driver must check for sanitary and technical condition transport, the driver himself in no case can be in a state of alcoholic or drug intoxication, he must have a normal state of health that allows him to drive a vehicle without the danger of creating emergency situations.
- 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:
- Observe traffic regulations.
- Provide safe transportation for townspeople.
- 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.
- Inform citizens about the names of stops.
- Sell tickets only at bus stops.
- Issue tickets upon receipt of payment.
- Disembark and board only at stops.
- Take passengers according to the number of seats on the bus.
- Follow the schedule and do not disrupt the route.
- Mark the route number and the name of the final stop on the transport.
- 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 is a procedure that must be followed by the driver and passengers. Passengers are required to:
- Buy a ticket and validate it.
- Save your ticket until the end of the trip.
- Have documents that allow free travel (if any, in principle).
- Show your ticket or your documents to the conductor, controller.
- Pay a fine if an unpaid ride is found during the check.
- Hold onto the handrails while driving.
- Do not occupy seats that are intended for disabled people.
- Observe order in transport.
- Free 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 vehicle.
Each passenger should know not only the duties, but also the rights while moving in transport. He can:
- Do not pay for travel for children under 7 years old.
- Transport a stroller and sledges for free.
- Carry birds and animals in a cage (the cage should not exceed the size of your carry-on baggage).
- Ride for free in transport if the previous one broke down before reaching the desired stop.
- 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 registered letter to the transport company. A sample of a complaint about buses can be taken at the appeal instance. When composing 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 time frame 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 office. 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 designed 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 transport driver 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, on which the email address of the "Public Control" project is indicated. 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, as well as 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 of 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, since 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 employees transport company don't have to 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 requests the name of the conductor and the 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;
- being 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.
Land transport passengers often face disruptions and poor service delivery.
Dear Readers! The article talks about typical ways of solving legal issues, but each case is individual. If you want to know how solve your problem- contact a consultant:
APPLICATIONS AND CALLS ARE ACCEPTED 24/7 and WITHOUT DAYS.
It's fast and IS FREE!
In Moscow, this problem is especially urgent. The legislation allows for the protection of the rights and interests of passengers by filing complaints with various government agencies.
But the first thing about the situation is to inform directly the service operator - Mosgortrans.
What it is
At the moment, Mosgortrans is the largest land transport operator in the country, providing services in the city of Moscow.
But passengers are not always satisfied with the trip. The schedule is violated, drivers and other employees are rude to passengers, etc.
The list of various reasons for dissatisfaction goes on and on. All of them can serve as the basis for filing various complaints.
Comment. An exhaustive list of reasons for filing a complaint is not provided in the legislation, and a citizen can submit such a statement regarding any violation of his rights and legitimate interests.
But the first thing to do is to file a claim directly with Mosgortrans itself. This usually allows you to deal with the problem and there is no need to file complaints with other authorities.
What laws are regulated
When providing passenger transport services, various norms and rules established by law must be observed.
So, the driver must comply with the Rules of the Road, Passenger Transportation, job descriptions and other regulations.
The services themselves must be provided in compliance with the norms of the Civil Code, the Charter of Road Transport and the Law on the Protection of Consumer Rights.
Comment. The need to comply with all the aforementioned regulatory legal acts also applies to drivers of various minibuses, whose incorrect behavior and non-compliance with the rules simply causes a huge number of complaints from passengers.
The Constitution of the Russian Federation provides for the unlimited right of every citizen to submit various appeals to any state and non-state authorities to any officials.
But despite this possibility, it is still recommended to start the process of protecting your rights as a passenger by contacting Mosgortrans.
The rules for handling complaints are established by the Federal Law “On the Procedure for Considering Citizens' Appeals”.
The organization's internal instructions only supplement and concretize the information provided in the law.
How to submit an appeal
Mosgortrans accepts passenger complaints both on paper, sent by regular mail or delivered to the secretaries in person, and in electronic form, as well as by phone.
The choice of a convenient treatment option is at the discretion of the consumer.
Any complaint will be registered and considered in accordance with the procedure established by law.
By phone
Most quick way filing a complaint - a telephone call to the Mosgortrans hotline.
This allows you to quickly fix the violation and draw up an appeal, without wasting a lot of time.
Be sure to provide the following information during a telephone conversation:
After considering the complaint, the specialists of Mosgortrans must contact the applicant and provide a response to the appeal indicating the results of the consideration of the application.
Comment. Nevertheless, the telephone call can be "lost" and it will not be easy to prove the fact of its submission.
This option for filing a complaint can be used for minor violations and in situations where the intervention of the carrier's administration is urgently needed.
By Russian post
Sending a complaint by registered mail by Russian post to the official address of Mosgortrans is the classic way of filing it.
You can always confirm the fact of sending a claim using a postal receipt and the application will not be left without consideration.
But it should be borne in mind that the delivery of a postal item takes several days, and time will have to be spent at the post office when it is sent.
On the official site
The most convenient way to submit a complaint is to use a special form on the official website.
When an application is sent via the Internet, it is automatically registered and transferred to the work of the responsible employee of the organization, and after consideration, the response is sent to the applicant by regular mail or e-mail.
Video: how to write a complaint correctly
Write a complaint to Mosgortrans
Writing a complaint usually does not cause much difficulty for citizens.
The legislation sets minimum requirements for such applications, and the form for submitting information is left to the discretion of the applicant himself, without imposing strict regulated forms.
Consider what rules you need to adhere to when drawing up an application:
Failure to comply with the above rules may cause the application to be left without consideration.
When drawing up a complaint, special attention should be paid to its basis. It is necessary to describe all the facts and circumstances that served as the reasons for filing a claim.
It is good if it is possible to attach evidence of the violations (photographs, videos, etc.).
On the bus driver
A complaint about the bus driver can be filed for reasons of his boorish behavior towards passengers, non-compliance with the schedule, deviation from the route, refusal to disembark passengers at a stop, as well as non-observance of traffic rules.
It is the misconduct of the driver that most often causes a variety of complaints from passengers.
During the examination, an explanatory note will be taken from the driver, and if the claim is found to be justified, then he may be brought to various disciplinary liability.
In case of minor violations, managers usually limit themselves to only a comment,
But if the violation is gross or is repeated repeatedly, then other measures can be applied, up to and including the dismissal of the employee.
On route
Sometimes a complaint is filed not against the actions of a specific person, but immediately for the entire route. This is usually caused by poor performance of the carrier organization.
Mosgortrans works with various carriers on the basis of contracts and, if violations are found, it can make claims to them or even terminate the agreement on the implementation of transportation.
On the actions of controllers
The actions of the controllers, who must check the fact of payment by passengers for travel in public transport, often raises big questions and a huge number of complaints from consumers.
Unfortunately, service organizations and heads of state bodies responsible for the operation of public transport simply prefer not to notice this problem.
As a result, rudeness and insults from them continue. But the complaint should be sent in any case.
If there is no proper reaction to it, then there is always the opportunity to appeal to higher authorities or continue to protect their interests in the judicial authorities.
Terms of consideration
The Federal Law "On the Procedure for Considering Citizens' Appeals" strictly limits the period for considering an application or complaint to 30 days.
During this time, the necessary checks must be carried out and a response to the applicant must be prepared.
The response must necessarily contain a list of measures taken to eliminate the violation or the reasons for refusing to satisfy the applicant's requirements.
Only in exceptional cases does the Federal Law allow extending the consideration of the application and for no more than another 30 days.
When extending the term, the applicant must be notified accordingly.
Lack of response to the application can become a reason for a citizen to apply to various state bodies or even to courts to protect interests and rights.
Whenever possible, officials try to prevent such a situation and send at least a "formal reply" as an answer.
However, their presence does not interfere with the appeal to government agencies and the court for further protection.
Table. Terms of consideration of the complaint by Mosgortrans.
Sample application
Often, citizens have difficulty in preparing an application, not even knowing which side to start from.
