Where can I complain about the bus driver, conductor and bus fleet?

Faced with the inappropriate operation of public transport and the disrespectful behavior of the driver who operates it, the passenger has the right to complain to one of the authorized regulatory authorities.

In this article we will answer the following questions posed: what can serve as grounds for filing a complaint against public transport? where, according to the law, should one apply? What does the appeal procedure look like in general? How to correctly draw up a claim petition? Read on.

When to complain

Public transport includes: buses, minibuses, trams, trolleybuses and electric trains.

one of the following reasons may be the basis for filing a complaint about the operation of one of the types of public transport

• Violation of the established traffic schedule along a given route;
• Serious traffic violations while driving along the route (with passengers). These include: exceeding the speed limit for the area by 20 km/h or more, extreme driving (racing with other vehicles), driving onto a double lane, accompanied by driving into oncoming traffic, etc.;
• Failure to comply with the regulations for boarding/disembarking passengers;
• Disrespectful attitude towards public transport passengers: demonstration of boorish and rude attitude, accompanied by personal insults, obscene language and even the use of physical force;
• Ignoring requests from passengers to stop “on demand” without a valid reason;
• Smoking/drinking strong drinks inside a bus/minibus/trolleybus/tram;
• Talking on the phone while driving;
• Failure to comply with sanitary standards established at the legislative level (dusty, dirty seats, unpleasant odor in the cabin, dirty curtains, unwashed floors);
• Reluctance to provide required benefits to certain categories of citizens (pensioners, minors, persons with disabilities, combat veterans, military, etc.).

Read the next section to find out where to go if you find one or more of the listed reasons.

Grounds for filing a complaint

Decree of the Government of the Russian Federation dated February 14, 2009 No. 112 approved the rules for the transportation of passengers and luggage by road. The document sets out the rules that must be followed by organizations when providing passenger transportation services.

In addition, the Moscow Government Decree No. 797-PP dated September 2, 2008 adopted rules for the use of ground urban transport. Mosgortrans employees must strictly adhere to these regulations. If the rules are violated, this becomes a reason to file a complaint against the carrier.

The main reasons are:

When filing a complaint, a citizen must have compelling arguments to prove a violation. Otherwise, the application will remain without consideration.

Complaint against the bus driver

Often the driver's behavior becomes a reason for citizens to appeal. For example, if he violates traffic rules, disrupts the traffic schedule, or refuses to stop at the designated place. Or he behaves inappropriately towards passengers (he is rude, uses foul language, makes people wait for departure, and smokes). All these reasons are grounds for filing a complaint with Mosgortrans.

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To properly file a claim, you need to know the following information:

• personal data of the driver (name and surname);
• exact time and date of the incident;
• route number;
• location of the incident (for example, name of the stop);
• bus parking number.

Similarly, you can complain about the tram driver if he commits such violations. Incorrect behavior of the driver must be reported as soon as possible. It is advisable to ask other passengers to witness the incident. To do this, you need to write down their contact information.

Fact

Owners of passenger cars can also complain about public transport drivers if they become unwitting participants or witnesses to an accident.

To the bus route

Each vehicle must move according to the approved route schedule. What to do if the route is not suitable for passengers? For example, citizens can unite and write a collective appeal to change the movement of urban transport. It is necessary to collect as many signatures as possible in order for the passengers' request to be satisfied.

On the bus

You can complain about a bus if it is completely unsanitary. Where to go with such a claim? You can also complain about transport to Mosgortrans.

Don't forget, Moscow is a huge city that serves thousands of passengers. City transport personnel are required to maintain cleanliness and sanitation. And also all vehicles must be in working order, where the passenger could feel safe. This also applies to minibuses.

Don’t worry, if you leave a complaint regarding the condition of the bus, the Moscow City Transport Service is obliged to consider statements of this nature.

To the transport schedule

The passenger has the right to know the bus schedule.
If the bus does not run according to schedule or the flight has been cancelled, you can contact the hotline. Not all drivers strictly adhere to the schedule, which can significantly affect the quality of service. If such a problem occurs frequently and the route schedule is not carried out on a regular basis, then an application is submitted to the appropriate service. Mosgortrans must respond promptly to the complaint, check traffic intervals and, if there is a problem, fix it as quickly as possible.

Bus driving must be carried out regardless of weather and road conditions. Any changes to the schedule must be communicated to passengers.

On controllers

Mosgortrans employees must follow certain rules. Including controllers when interacting with passengers.

Citizens can file a claim against an inspector if he:

• behaves rudely;
• uses obscene language;
• is intoxicated at the workplace;
• requires beneficiaries to pay full fare.

The information provided in the complaint must be accurate and complete. Therefore, passengers need to find out the name of the controller. If the employee does not present his identification, this is also a violation. This information must also be included in the complaint.

Where to contact

Those who do not have a personal car spend a lot of time on buses, minibuses, trolleybuses and trams. Everyone can encounter unprofessional work of the driver and 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 buses? These are the questions asked by most citizens who use public transport. Everyone should familiarize themselves with the information on how and where to contact in such cases. In addition, everyone should know the rules and responsibilities of a passenger, driver and conductor of public transport.

Rules for using ground urban transport

General rules for the use of urban transport were developed in accordance with the law of the Civil Code of Russia. The Law “On the Protection of Consumer Rights” was issued on February 7, 1992. On November 8, 2007, the Law “Charter of Motor Transport and Urban Ground Electric Transport” came into force. On October 23, 1993, the Council of Ministers of the Government adopted the law “On Road Traffic Rules”.

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

Additional questions

Do you need photos/videos or witness evidence?

If the conflict was captured on photo or video, then this will be a very appropriate addition to the complaint. Witness testimony will also be useful. Having evidence, the percentage of solving the problem in favor of the passenger is close to one hundred.

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Also, witness testimony, audio and video evidence will become simply necessary if the case comes to trial.

What will happen to the driver and his superiors?

According to current legislation, punishment for inappropriate behavior and violation of rules threatens not only the driver, but also his supervisor.
And the more the driver is at fault, the more serious the responsibility will be. The head of the enterprise will be held responsible in the event that the interests of strangers were affected through the unlawful actions of his subordinate.

For example, for smoking in the cabin, obscene language or boorish behavior, a minibus driver may suffer both disciplinary punishment in the form of a warning or reprimand, and administrative punishment in the form of a fine.

For violating traffic rules, a driver can receive an administrative fine, lose his license, and even be fired.

What to do if the driver is rude, listens to loud music or smokes in the cabin

If the driver smokes while driving, plays pleasant music loudly, and is rude to passengers, then his behavior is contrary to the rules of serving people.

You can complain about such behavior.

It is better to send the appeal in writing, indicating your data and address, then the addressee must also respond in writing.

The text should be structured concisely, without unnecessary emotions and unflattering characteristics of the driver, only facts and essence. Such messages are unpleasant for the owner, and the driver will actually be punished.

Music playing loudly

According to Article 7 of the Federal Law “On the Protection of Consumer Rights”, the carrier’s responsibilities include the condition of comfortable travel by public transport. Unfortunately, legislative norms do not regulate the volume of music and noise inside the vehicle. But they have no right to refuse to accept a complaint. The driver is required to be given a verbal warning, and fines are possible for repeat driving.

Violates traffic rules

If a minibus driver violates traffic rules, law enforcement agencies must deal with it. Failure to comply with traffic rules is unacceptable, and a complaint is a light punishment for the driver.

He must bear administrative responsibility up to and including deprivation of the right to drive, depending on the type of violation.

In this case, it is more effective to act on two fronts. If the passenger’s statement is confirmed by the administrative protocol, the driver may face a severe reprimand or even dismissal.

Smoking in the salon/cabin

According to Federal Law No. 87 “On Restriction of Tobacco Smoking”, there is a ban. The same norm is enshrined in the Code of the Russian Federation on Administrative Offences. And if a driver violates the smoking rules, he must be punished by a fine.

Transport faulty

By leaving a route on a faulty vehicle from a bus, tram or trolleybus depot, the carrier violates the norm of Article 7 of the Federal Law of the Russian Federation “On the Protection of Consumer Rights,” which provides for the comfortable and safe delivery of passengers.
This standard applies to minor faults, for example, when the vehicle interior is very cold or the door is jammed. Having received a complaint from a consumer, the carrier is obliged to prohibit the release of this vehicle from the fleet until the problems are resolved.

For comfortable travel, the vehicle must be heated in winter and have a ventilation system in summer. Even such minor malfunctions are grounds for non-release of vehicles from the depot, ATP or bus station.

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What rules must the carrier follow?

When transporting passengers, every driver must know and use generally accepted rules. Carriers are obliged:

1. Transport people of all categories, including disabled people, to their destination along a specific route.
2. There should be tables at the stops 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 closure.
5. Before leaving for the route, the driver must check the sanitary and technical condition of the vehicle; the driver himself must under no circumstances be under the influence of alcohol or drugs; he must be in normal health, allowing him to drive the vehicle without the risk of creating emergency situations.
6. Maximize the safety of passengers during transportation.

The carrier bears full responsibility for violations of rules and laws.

Responsibilities of a passenger transport driver

When transporting citizens, each driver must fulfill his duties and not violate them. He is obliged:

1. Follow traffic rules.
2. Ensure safe transportation of citizens.
3. Respond to information from passengers about a problem in the vehicle interior: smoke, fire, burning smell, as well as suspicious objects that may affect the health and life of passengers.
4. Inform citizens about the names of stops.
5. Sell ​​tickets only at stops.
6. Issue tickets after receiving payment.
7. Disembarkation and landing only at stops.
8. Take passengers according to the number of seats on the bus.
9. Follow the schedule and do not break the route.
10. Indicate on the transport the route number and the name of the final stop.
11. Ensure safe disembarkation, including for people with disabilities.
12. Follow your job description.

Procedure for traveling in a city vehicle

When traveling in public transport, there are procedures that the driver and passengers must follow. Passengers are obliged to:

1. Buy a ticket and validate it.
2. Keep your ticket until the end of your trip.
3. Have documents that allow free travel (if any in principle).
4. Present your ticket or your documents to the conductor or controller.
5. Pay a fine if unpaid travel is discovered during the inspection.
6. During the trip, hold on to the handrails.
7. Do not occupy seats reserved for disabled people.
8. Maintain order in transport.
9. Release the vehicle upon arrival at the final stop.
10. If a passenger buys a ticket from the driver, then you should prepare the money in advance and not delay the vehicle.

Every passenger must know not only the responsibilities, but also the rights while traveling in transport. He can:

1. Do not pay for travel for children under 7 years old.
2. Carrying strollers and children's sleds free of charge.
3. Transport birds and animals in a cage (the cage should not exceed the size of hand luggage).
4. Ride in public transport for free if the previous one breaks down before reaching the desired stop.
5. Disabled people have the right to travel with benefits.

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.

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.

Grounds for complaints against the controller

A complete list of responsibilities can only be discussed after reading the employment contract between the controller and the company, so we selected only those responsibilities whose failure to fulfill leads to the majority of requests to the manager.

However, it must be recalled that there are other reasons for filing a complaint. Each situation is individual, but evidence is important for a complaint; if it is not there, then the complaint is unlikely to have the desired result.

Consistent 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 and not use profanity or profanity. To obtain a fair outcome, the passenger must do the following:

• find out the driver's name;
• write down license plates;
• take contact details of witnesses;
• choose the authority to file a claim and apply in writing or orally.

You must understand that anonymous complaints will not be taken into account. The letter should ask about the deadline for resolving the issue and notification of the decision. Only conscientious passengers, through active actions, can monitor the conscientious and professional performance of work by city transport employees.

How to write

Attention

The professional responsibilities of public transport drivers, as well as all the rights of passengers, are specified in the “Rules for the use of ground urban passenger transport in the city of Moscow.”

In order to complain about the illegal operation of public transport, you should adhere to the following algorithm of actions:

• If you want to complain, for example, about a rude bus driver, you should initially write down the numbers of public transport, as well as, if possible, the details of the driver himself;

Info

All the necessary information is usually presented on the information stand, which is located immediately behind the driver’s seat.

• Next, you need to determine which bus/route/etc. the park owns the specific vehicle for which the application is being drawn up. To do this, call the Mosgortrans Hotline 8 (495) - 953-0061;
• Having secured all the necessary information, you should proceed to drawing up the complaint itself. Regardless of the method of submission of the document, it must contain the following information:

1. Details of the applicant (last name, first name, patronymic, permanent registration/actual residence address, email address, contact phone number;
2. Description of the problem (grounds for appeal), indication of the exact coordinates of what happened (address, date and time), information about public transport (numbers, route number, belonging to a specific park, driver details, etc.);
3. Requirements to eliminate the identified violation with the provision of the applicant’s response in one of the possible ways (registered letter, electronic notification);
4. The date of the application, as well as the personal signature of the applicant (if a written application is made).

Attention

The status of the complaint can be checked by calling 8-495-953-51-74.

• The completed claim must be sent to the selected authority using one of the methods listed in the previous section;
• Expect a response within the specified period (no more than 30 days).

• Receive a response in the manner specified in the complaint.

Where can you 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 telephone number and address of such management must be posted in the vehicle interior. As soon as a passenger has become a witness or participant in a conflict, it is necessary to urgently call the specified phone number and present your claims.

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

Where to apply

You can complain about unlawful actions of a public transport driver to one or several authorities.

If it was not possible to resolve the conflict on the spot, there are authorities to which you can file a complaint against the route driver:

• Mosgortrans;
• transport company from which the minibus operates;
• transport department of the city administration;
• Ministry of Transport of the Russian Federation.

Mosgortrans

The passenger agency of the State Unitary Enterprise "Mosgortrans" is the largest motor transport enterprise in Moscow and the Moscow region. The company's management does not want trouble, so the application filed against the driver will definitely not go unnoticed.

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All information about the agency (telephone numbers, legal and actual address, license number and date) must be on the information stand of the transport showroom or on the official website.

Transport company

If a conflict arises, management contact information must be provided by the driver or can be read on vehicle information signs.

Administration

The city administration's transport department deals with situations where appeals to transport companies have not yielded results. The administration carries out inspections of the ATP and has the authority to impose sanctions.

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Residents of the capital should contact the Department of Transport and Road Infrastructure Development. For those living in other cities of the country, contact the transport department of your region.

Ministry of transportation

You should contact the Ministry of Transport of the Russian Federation in cases where previous authorities were unable to sort out this issue. Although there is a high probability that the ministry will lower the appeal to lower authorities and shift all responsibility onto them.

All appeals to the above bodies are made both orally and in writing. A complaint or application can be submitted by telephone, online, by mail or in person.

Portal "Dobrodel"

The Dobrodel portal is an electronic book that is 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 route driver, the victim must register on the website. During registration, the program will ask for your first name, last name, email address and password. To confirm your registration, you will receive an authorization link to the specified email.

A complaint about a bus or carrier should be left in the “Report a problem” section. When filing a complaint, you must provide the exact address. Within eight working days, the appeal will be reviewed and the applicant will receive a response.

Complain online

All authorities have such a service on their web portal.

You can submit an application to Mosgortrans at https://www.mosgortrans.ru/passenger/obratnaja-svjaz/ by clicking on the “Submit a request” button and filling out the application form.

You can contact the government authorities through the Unified Transport Portal https://transport.mos.ru/ or the online reception https://dt.mos.ru/feedback/reception/. All applications are automatically forwarded to the responsible department.

The Dobrodel portal has been created for residents of the Moscow region. On the website https://dobrodel.mosreg.ru/ you can leave an electronic complaint, which is sent to the right authority within two days. The processing time for applications through Dobrodel is no more than 5 days.

Call the Mosgortrans transport department

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.

Written notification to Mosgortrans about the violation

Since 2020, 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.

Written notice from the Ministry of Transport of the Moscow Region

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.

Complaint against a bus conductor

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

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

The fleet management reviews each claim independently and decides whether the transport worker is at fault 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 preventing conflict situations.”

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

Terms of consideration

The Federal Law “On the Procedure for Considering Citizens’ Appeals” strictly limits the period for consideration of 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 contain a list of measures taken to eliminate the violation or a reason for refusing to satisfy the applicant’s demands.

Only in exceptional cases does Federal Law allow the consideration of an application to be extended for no more than another 30 days.

When extending the deadline, the applicant must be sent a corresponding notification.

Failure to respond to an application may result in a citizen turning to various government agencies or even to the courts to protect interests and rights.

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If possible, officials try to prevent such a situation and send at least “unsubscribes” as a response.

However, their presence does not prevent them from turning to government agencies and the court for further protection.

Table. Time frame for consideration of a complaint by Mosgortrans.

Responsibilities and prohibitions of a conductor

The conductor has his own duties that he must perform while working. He must:

• treat passengers politely, do not engage in conflicting conversations, be calm;
• answer questions asked about fares and bus routes;
• give an answer if the passenger asks for the conductor's name and service number;
• first receive money for the trip (be sure to state the amount given by the passenger), 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 other persons;
• eating, smoking or being distracted from work in any way;
• You cannot get off the vehicle before arriving at the final stop;
• be rude and speak incorrectly with passengers.

Consequences for a transport company employee

The driver will be held accountable for his actions if he creates problematic, conflict situations with citizens or does not comply with legal regulations. A complaint about a bus or driver is considered individually. Based on the results of consideration of the complaint, the following consequences may occur:

• bringing the violator to administrative responsibility: paying fines, withholding bonuses or part of the salary, etc.;
• disciplinary action followed by dismissal.

Only the concern of citizens will help maintain the entire public transport system in order.

The rules for using ground transport in Moscow stipulate not only the responsibilities of passengers, but also of carriers. For example, if a driver behaves inappropriately, or other situations arise in which the rights of citizens are violated, it becomes possible to protect yourself by preventing the repetition of such excesses - write a complaint to Mosgortrans.

These include cases when:

• there is a significant lag behind schedule;
• rudeness on the part of the driver;
• gross violation of traffic rules;
• route transport does not stop at the required places.

If one of the events listed above occurs, the injured party has the opportunity to complain to one of the services:

1. The management of the company that owns the vehicle.
2. To the Department of Transport.
3. Directly to Mosgortrans using a special form on the website.

When contacting any of the listed authorities, you must indicate:

• Full name, contact details, return address of the applicant;
• Full name of the offending driver;
• route number and vehicle license plate number;
• time, place, circumstances of the violation;
• photographs that record the incident;
• requirements set out in essence.

It is worth noting that it is best to try to reach an agreement peacefully, and only after that seek justice in court.

Where to file a complaint

You can complain to the following authorities:

• the company that is the representative of this minibus;
• Rostechnadzor;
• transport department of the state administration.

Can the traffic police help?

It makes sense to contact the traffic police if the driver systematically violates traffic rules, thereby putting the lives of passengers and pedestrians at risk. The State Traffic Safety Inspectorate is responsible for resolving issues related to safe traffic. They have no right to decide the rest.

Attention! Our qualified lawyers will assist you free of charge and around the clock on any issues. Find out more here.

Mosgortrans complaint against bus driver

A hotline has been launched in Moscow, created to control drivers who treat their customers with disrespect. Mosgortrans can consider a complaint against a bus driver through one of its metropolitan branches that receive such calls. At the moment, bus fleets are already involved in the rapid response to telephone messages.

Passengers can always send a complaint against the bus driver to Mosgortrans in writing. It is imperative to combat violations. And as a result, expect to improve the culture of cooperation between city transport workers and passengers.

At least two benefits are obvious:

• the bus will become a worthy means of transporting citizens;
• Each driver will improve his skills and improve his attitude towards those he serves.

Another important point is safety on city roads. You can file a complaint with Mosgortrans against a driver who grossly violated traffic rules in the same manner as in other incidents. Even the owners of other vehicles who were injured or witnessed buses recklessly taxiing onto the roadway can complain about neglect of traffic rules.

To do this, you will need to contact Mosgortrans and leave a complaint against the bus driver in the office. The period for consideration of such a written request cannot exceed 10 calendar days. After this, a definite verdict must be rendered. Management is obliged to apologize and apply sanctions to the driver who violates the rules if the fact of abuse is confirmed.

Depending on the severity of the abuse, the negligent driver can expect:

• money penalty;
• disciplinary reprimand;
• dismissal from work.

In order to write a complaint against a driver to Mosgortrans, you need to have certain skills and know the procedures and norms of Russian legislation. Otherwise, it is quite difficult to monitor compliance with office work standards. This issue can be dealt with by lawyers who always provide clients with a high level of service.

How to submit a complaint

You can contact Mosgortrans in several ways:

• call the contact center phone number;
• go to the main office;
• send a claim by post;
• contact online via the feedback form on the company’s official website.

To the contact center

If the violation is not significant, then claims can be reported by phone, 3210 (Beeline, MTS, Megafon, Tele2).

You need to briefly inform the operator about the reason for your request. What violations, in the citizen’s opinion, were committed? Provide customer service employees with information about the participants in the conflict (route number, full names of the employees who committed the conflict). This is done to identify those responsible for the incident.

To the main office

The complaint must be drawn up in writing and submitted to the office on business days and hours. The state unitary enterprise receives visitors at the address: Moscow, Raushskaya embankment, 22/21, building 1 from Monday to Thursday from 8-00 to 17-00, on Friday from 8-00 to 15-45.

The employee who accepted the complaint must register the document, put the number and date of the incoming document, as well as his signature. The applicant may ask to make a copy with a mark of acceptance, then he will have evidence that the complaint has been submitted for consideration.

By mail

In order not to waste time traveling to the Mosgortrans office, a dissatisfied citizen can send a claim by mail. To confirm the delivery of the letter to the addressee, a return receipt is attached. The envelope also contains an inventory of the contents, which lists the documents and materials sent for consideration of the controversial issue.

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The complete set of documents is sent to the address: 115035, Moscow, Raushskaya embankment, 22/21, building 1.

Electronically

This method is available only to individuals. Therefore, you need to go to the official website of Mosgortrans, find the “Passengers” tab, then “Feedback”. In the window that appears, indicate that the applicant is an individual. Then fill out all the points of the application and send it for consideration.

Important

Citizens' appeals must be considered within 30 days from the date of receipt of the document. The review period does not depend on the method of filing the complaint.

If the carrier does not respond to the request, then this is grounds for filing a complaint with the regulatory authorities or the court.

Complaint to Mosgortrans about non-compliance with the bus schedule or route

It often happens that the schedule remains accurate only on paper. Buses are late, canceled altogether, or arrive early. This has an extremely negative impact on passenger service. When something like this happens, a complaint to Mosgortrans about non-compliance with the bus schedule or route becomes appropriate. At least the management will know that a certain route has its own difficulties and shortcomings that would be good to eliminate as quickly as possible.

When none of the above methods brings the desired result, you can go to court. Lawyers are ready to help in drawing up a complaint of this kind, and advise on how best to proceed to obtain the most favorable result.