How and to whom to complain about a minibus or bus driver

Author of the article:

Muzyko Tatyana Andreevna - lawyer.

Every day, using the services of public transport, a person unwittingly encounters conflict situations that arise between the driver and the passenger.
Trying to earn as much money as possible, minibus drivers not only violate traffic rules, but also do not adhere to basic moral standards. There is a government for everyone. In this case, it is worth writing a complaint about the bad driver.

In what cases can you write for public transport?

To write a complaint there must be valid reasons:

• rudeness on the part of the driver;
• smoking in the cabin;
• inconsistency with the schedule;
• loud music in the cabin;
• violation of traffic rules;
• sending faulty transport to the route.

Each problem has its own specific regulation.

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Legal relations in the field of passenger transportation are regulated by the “General Provisions on Transportation” of the Civil Code of the Russian Federation, Federal Law No. 259 - Federal Law “Charter of Road Transport and Urban Ground Electric Transport”, as well as Decree of the Government of the Russian Federation No. 112 “On approval of the Rules for the transportation of passengers and luggage by road transport and urban ground electric", the basis for which was the Federal Law "On the Protection of Consumer Rights".

Doesn't go according to schedule

When leaving the park for the route, the driver receives a traffic schedule.
It indicates the approximate travel time, the exact period of stay and the interval between them. Every driver must strictly follow this schedule. Otherwise, when a complaint is received, liability cannot be avoided. The exception is situations that occurred through no fault of the driver (traffic jams, blocked passages, etc.).

The driver is rude

Complaining about drivers’ rudeness is not only possible, but also necessary. And if boorish treatment is also accompanied by obscene language, you should definitely call the police to draw up a report and bring the driver to administrative responsibility. The lack of moral character in the work of a minibus taxi driver can have a negative impact on his salary.

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.

How rights can be violated

There are a large number of reasons for appealing to the competent authorities.
But you should understand that not every complaint will be justified, and it is unlikely that anyone will punish a driver for an unproven accusation of a minor offense. On the contrary, there are violations of passenger rights that occur every day and are already considered the norm. For example, the most common reason for complaints against a driver is rudeness and disrespectful attitude towards passengers. This may be expressed in:

• obscene language;
• getting into arguments;
• physical violence of various categories (from throwing change and other improvised means to beatings).

It is clear that such behavior cannot be tolerated; this carrier does not have the right to provide transfers for passengers.

Another reason is violation of traffic rules. It happens that a driver drives recklessly to meet a schedule, overtake similar buses on similar routes, or simply because of an unsafe driving style. Conversations on the phone and with passengers are also considered dangerous. All this jeopardizes the safety of both the bus crew and other motorists or pedestrians.

In order to prevent accidents, you should complain about such a driver without hesitation. And, of course, try to leave the salon as soon as possible.

Violation of labor regulations is also considered a reason for filing an application with the competent authorities. No one will like it if a minibus does not go through the designated area, or if it “collects” people at all stops for ten minutes until it is fully loaded. This can include dirt in the cabin, loud music from the driver, which he refuses to turn down, tobacco smoke inside the car and demands for increased payment. In winter, part of the list is the lack of heating in the bus. It’s worth adding inaccurate selection of passengers with a sharp start and refusal to stop in the designated place - a full-fledged complaint is already ready.

There are other abuses that are not included in the described criteria. This may be a reluctance to transport a passenger with benefits for free, overloading of a minibus and other violations. The main criterion is a real and significant violation of the passenger’s rights by the carrier.

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.

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.

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.

How to behave correctly in a conflict situation?

If, during a trip on public transport, a conductor or driver violates the rights of passengers, the victims should not panic or ignore the actions of the violator. Today, almost every bus has a document that indicates the telephone number of the “hotline”. The passenger can call the carrier company employees without waiting for the end of the trip.

In this case, it is necessary to act as quickly as possible. In addition to the oral appeal, the victim should send a written complaint to the carrier, which will describe in detail the essence of the conflict. If the letter is sent through the post office, you must immediately ensure that you receive a delivery notification.

In order for a document to be accepted for consideration, it must comply with the norms and rules of business writing. The text should not contain errors, corrections or inaccuracies. Rough and emotional phrases are also not allowed. The period during which the complaint must be examined and the violator punished is 1 month.

If an attempt to resolve the conflict by contacting the carrier directly does not bring any results, the citizen has every right to write a complaint to the Department of Transport. This application can be sent through the post office, as well as electronically.

Where can I call?

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.

Application form

Drawing up a claim has several mandatory aspects.
Firstly, the head of the application indicates the carrier company whose driver violates the established procedure. Here the victim must indicate his contact information in order to receive a response or provide additional explanations in the future.

After this there is an explanation of the essence of the problem that has arisen, indicating the facts. At the same time, the description should be as specific as possible, and hyperbole, metaphors and other figures inherent in emotional description should be avoided. The clearer and more precise this part is, the easier it will be to resolve the issue.

When filing a claim in person, you should make sure that it is registered, that is, they put the organization’s stamp and the number of the incoming receipt. Then, when the document is sent by mail, it is enough to keep the receipt and the mailing stub. This is necessary to confirm the fact of the appeal in case the company refuses to take action.

Proof

Particular attention should be paid to this aspect.
In case of violation of rights by the driver, numbers should be exchanged with passengers who are ready to give testimony. It is also necessary to use modern technical means - video from a smartphone, photographs or recording of a dialogue with the driver. In some cases, for example, if you are injured, you should keep a document confirming travel on public transport - a ticket or receipt.

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.

Ten places to complain about the police

If a driver violated your rights on a bus, you don’t have to worry for long about where to complain about rude treatment. Typically, you can find a transportation department hotline in the vehicle interior. It is important to immediately contact representatives of the transport company and file a claim. Also, if necessary, you can send a registered notification letter to this department. It is important to draw up the document in accordance with all norms and standards of business correspondence. It is recommended to avoid emotional statements, profanity, grammatical errors, etc. Within 30 days, the issue will be considered, and penalties will be applied to the violator.

• Rosgosstrakh offices
• Zetta Offices
• RESO-Garantiya office
• AlfaInsurance office
• VSK office
• Office SOGAZ Group
• ZHASO office
• Office Consent
• Alliance Office
• Northern Treasury Office
• Complain to the insurance company
• Check OSAGO policy
• Check diagnostics

• Taxi Zarechny
• Taxi in Nikolsk
• Taxi in Kuznetsk
• Taxi in the Penza region

• Bus schedule and route
• Motor transport enterprises
• Bus routes Penza-Zarechny, Zarechny-Penza
• Emergency numbers for Zarechny

• Bus route and schedule
• Passenger transport enterprises of Kuznetsk
• Train schedule
• Train schedule

• Region codes
• Checking fines
• Phone numbers for car enthusiasts
• Calling services from a mobile phone
• Tires in Penza
• Tow trucks in Penza
• Car showrooms in Penza
• Automotive lawyer in Penza
• acceptance of glass containers
• Waste paper collection point
• battery acceptance
• acceptance of non-ferrous metals
• To make an appointment with a doctor
• Postal codes
• Penalty table
• Traffic Laws
• Penza driving schools
• Checking the car by VIN
• Car service stations in Penza
• Checking the car by VIN

• Traffic police department
• MREO traffic police of Zarechny
• MREO traffic police department of Gorodishche
• MREO traffic police of Kamenka
• MREO traffic police in Penza
• MREG STSI Zemetchino
• MREO STSI Kuznetsk
• MREO traffic police department of Penza
• MREO STSI N. Lomov
• MREO STSI Serdobsk
• Check by VIN code
• Duplicate numbers
• TsAFAP
• SR traffic police traffic police
• Stationary cameras
• Public services

The only legal and relatively effective way to deal with employee misconduct is to write a complaint. And it needs to be submitted to specialized supervisory authorities or public organizations. True, certain nuances in writing complaints depend on the authority where this paper is sent. But if we ignore these little things, almost all such documents have a similar structure.

So, the text of the document should contain the following four blocks of information:

The HRC (Human Rights Council) does not deal with personal complaints from people, even if a flagrant violation of rights has been recorded. Typically, this body considers complaints on a larger scale. For example, those that can change something at the national level. In particular, they consider complaints that could help develop Russian society by monitoring lawful and preventing frequently occurring unlawful actions of police officers.

How to write to a minibus driver, conductor and controller?

The responsibility for maintaining public transport does not lie solely with the driver. You can also complain about the controller or conductor of a tram, bus, or trolleybus.

A statement of violation or complaint does not have a specific sample, and must be written in any form, taking into account all the rules of office work.

The header indicates the full name of the body to which the appeal is sent and personal data with feedback contacts. In the middle, the type of petition is indicated (complaint, application, etc.). The text must have all the circumstances of the conflict presented in a clear sequence. Date and signature.

All documents are created in two copies, one for the opponent, the second remains with him. When applying online, you need to take screenshots.

According to the Federal Law “On the Procedure for Considering Appeals from Citizens of the Russian Federation,” the period is 10 working days. If after ten days a response has not been received or the result is not satisfactory, the passenger has the right to file a claim with the transport company.

Where to complain about the conductor’s rudeness while sitting on the bus

Moreover, you may be served with a counter-complaint on behalf of the driver himself, so before you do anything, make sure of the seriousness of the sin.

The reasons may be different. Here are some of them:

• The driver behaves inappropriately - shouts, is rude, refuses to stop, throws change at you, etc.
• The driver smokes right in the cabin;
• The cleanliness of the vehicle leaves much to be desired - dirty floors, dusty seats, smells, terribly greasy curtains, etc.
• The bus does not run according to the established schedule, is late, does not go on time - as a result, you wait too long;
• The driver refuses free travel to beneficiaries who have all the necessary documents with them.

How to properly file a claim?

Unlike a complaint, writing a complaint has content requirements.

Claim header:

1. To the name of the head of the enterprise.
2. Full legal name of the organization.
3. Legal and actual address of the ATP.
4. Own data (personal and contact).

The text of the claim must include:

1. Description of the essence of the conflict in a clear sequence of events.
2. Links to legal provisions.
3. Clear requirements for solving the problem.

The period for consideration of a claim is no more than 30 days. After this period, the client has the right to go to court.

A claim, unlike a complaint, can only be submitted to a transport company. State bodies perform only the function of control and authorization.

Responsibilities and prohibitions of a conductor

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.

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.

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.

We invite you to familiarize yourself with: Sample appeal against a decision of the tax authority 2019

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.

Every day, using the services of public transport, a person unwittingly encounters conflict situations that arise between the driver and the passenger.

Trying to earn as much money as possible, minibus drivers not only violate traffic rules, but also do not adhere to basic moral standards. There is a government for everyone. In this case, it is worth writing a complaint about the bad driver.

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.

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.

Where to complain

There are 3 ways to file a claim with Mosgortrans: call, fill out the proposed form on the official website of the enterprise and write a request. You can challenge the actions and decisions of the organization itself to the Department of Transport and Development of Road Transport Infrastructure of Moscow, the Moscow Government, the prosecutor's office and the court.

A passenger on public transport in Moscow is the same consumer as a buyer in a store. And he has the right to receive quality service. If the transportation is carried out in violation of the schedule of departure to the line, the required stops or route, the driver or controller is rude, then a complaint to Mosgortrans will help organize trips on public transport in accordance with the rules and regulations.

Table 1. Reasons for complaint

Tasks

The main task of the enterprise is transport services for the population and guests of the city of Moscow. Moreover, it must be carried out uninterruptedly, comfortably for passengers and at a high quality level.

Transportation irregularities may serve as grounds for filing a complaint.

! Average salary in Moscow.

You can complain in the following cases:

• inappropriate behavior of employees (threats, obscene language, ridicule, smoking in the salon);
• violation of traffic rules (for example, failure to allow a pedestrian to pass);
• non-compliance with the schedule;
• ignoring stops;
• requiring payment from preferential categories of passengers;
• confiscation of a travel document by the controller without drawing up a report;
• other violations.

Rice. 1. An innovation of Mosgortrans - the ability to pay for travel with a bank card.

Often the basis for the complaint is the behavior of the driver. For example, when he ignores traffic rules, disrupts the schedule (for example, arriving at the bus depot late), refuses to make a mandatory stop, or violates the culture of passenger service (uses obscene language in the cabin, is rude). Or even leaves the cabin (for example, to smoke), and people wait. In this case, the passenger has the right to file a complaint against the bus driver.

To compile it, you need to find out and write down (remember) the following information:

1. driver data;
2. date and time of travel;
3. route number;
4. location of the violation (for example, name of the stop);
5. park (state) bus number.

Attention! Information on the last three points can be obtained inside the cabin (usually located in the driver's cabin).

Reasons for contacting may include:

1. inappropriate behavior of institution employees (rudeness, insults, violation of work rules);
2. lack of action when filing a claim (including a response to the applicant within the period established by law).

My mother did not have time to get off, fell and hit her face very hard on the curb. As a result, a fracture of the bridge of the nose, a concussion, and a fracture of the femoral neck.

The driver did not stop, did not provide assistance, but simply fled the scene. Doctors have concluded that she will not be able to walk any time soon.

Such behavior is unacceptable in principle, and in the presence of fierce competition between carrier companies, constant complaints from passengers about employees of a certain enterprise create a negative image, which can affect the authority of the company as a whole and discredit it.

Now, on social media forums, people exchange impressions and experiences in dealing with inappropriate behavior of carrier representatives, and increasingly, signals reach the authorities that have influence over carrier companies.

The maximum period for consideration of complaints by departments and municipalities of the Moscow region is eight working days. Call Mostransavto The regional carrier opened a hotline for citizens' requests in February 2021.

Using the number, passengers will be able to express their complaints about the service, share wishes and ideas, report a violation of the schedule, poor technical condition of the bus, or violation of traffic rules.

Stickers with a telephone number are placed in the interiors of all rolling stock of the enterprise. The passenger will be able to call the new service even during the trip. The call is free. Letter to Mostransavto In 2015, the “Public Control” project was launched.

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 rules must the carrier follow?

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.

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.

Grounds and reasons for complaints

A complaint against a driver may be taken into account by management or regulatory authorities if it is justified.

The grounds and reasons may be:

1. The driver deviated from the route and did not deliver the passenger where he was supposed to, in accordance with the traffic pattern.
2. The music is turned on at full volume in the cabin, and the driver does not respond or is rude to requests to lower the volume level.
3. The driver smokes, which is unpleasant for the people in the minibus.
4. The interior is cold in frosty weather - the heating is not turned on.
5. The man behind the wheel is chatting on the phone without using special devices that allow him to hold the steering wheel with both hands.
6. The minibus drives too fast, stopping abruptly.
7. The driver behaves rudely, using foul language and calling passengers names.

Often, when a disabled person or a representative of another category of benefit recipients presents documents, the person driving the minibus begins to make a fuss and refuses to carry the benefit recipient.

There are often cases when a minibus rushes through puddles, throwing streams of mud at passersby or those waiting at a stop. Although these are no longer passengers, such behavior by the driver is also unacceptable.

If the minibus breaks down or there is an accident, the driver is obliged to take care of the safety of those whom he undertakes to transport.

Legally, the contract between the driver and the passenger is certified by the presence of a travel ticket, the presence of which gives the right to appeal to defenders of the rights of passengers if these rights have been violated.

Legal relations between a citizen traveling on public transport and the person driving this transport are regulated by a set of rules. Drivers of buses, trams, trolleybuses and other vehicles intended for regular transportation of passengers are required to know these rules and strictly follow them.

Unfortunately, in practice everything happens completely differently. Often the half-hour bus ride is a nightmare. The person who manages public transport or the conductor is rude to citizens, forces those people who have benefits to pay for the fare, and also commits other violations.

In this case, victims or witnesses should not ignore illegal actions. They should file a complaint as quickly as possible and hold the perpetrators accountable. You should not be afraid that your appeal will be ignored or shelved. If the complaint is drawn up correctly, it will definitely be studied, and appropriate measures will be taken against the violator.

To write a complaint to higher or regulatory authorities, the applicant must have a good reason. Today there are several main reasons that form the basis of requests most often:

• Rudeness, obscene language or rudeness towards passengers;
• Failure to comply with the schedule;
• Unsanitary conditions in the vehicle interior and smoking;
• An attempt to force fares from privileged categories of passengers.

Drivers and conductors who violate etiquette or fail to adhere to moral standards must be punished. A preventive measure may include deprivation of bonuses, removal from this route, and even dismissal.

Next steps

What to do if the owner of a private minibus or the carrier company did not respond to the complaint?

If after a month there is no response from the addressee - there is neither a call nor a written response, then the claim is duplicated, also telling about the carrier’s reluctance to respond.

Now they send the complaint to the prosecutor's office or to the court, attaching a copy of the complaint.

Any manifestation of rudeness or disrespect for passengers should not be tolerated or hushed up; only polite people, including drivers, should work in the service sector. This is a responsible job, where there is no place for irritated drivers taking out their bad mood on passengers.

FAQ

Question No. 1. Is it possible to complain about the driver by calling the transport company or administration if the information is on the information sheet in the cabin?

Yes, such requests are accepted, but in case of serious violations it is recommended to submit written statements: only they have legal significance.

Question No. 2. What to do if the carrier company refuses to compensate for personal injury caused by the driver?

Collection of compensation is carried out exclusively in court, provided that the driver is at fault in the incident.

Common Mistakes

Mistake #1. Written appeals are better than electronic ones.

Both methods of submitting applications have the same significance and identical processing times, so there are no differences between them.

Mistake #2. If the driver refuses to provide information about the carrier, you will not be able to file a complaint against him.

No, information about the carrier must be freely available to passengers. If this requirement is not met, you can clarify information about the company by route number and license plate number of the bus to determine ownership, and file a complaint there.

Consequences for drivers

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 outcome of the consideration of the complaint may be the following consequences for the offending public transport driver:

• Bringing to administrative liability: payment of a fine, withholding of part of the salary, etc.;
• Disciplinary action: dismissal;

How to complain about a bus route

Appealing to the President is one of the effective, but not the most common ways to report serious violations by law enforcement agencies. But, as in the previous case, personal complaints are generally not considered. As a rule, appeals of this kind are aimed at getting the President to pay attention to some more global problems related to the work of law enforcement agencies.

The most recent attempt to bring justice to police misconduct is the Ombudsman. They begin to turn to him if all other bodies are inactive, or their work has not led to any adequate or satisfactory result for the applicant. The task of this authority is to solve practically unsolvable problems related to violations of human rights.

But it should be taken into account that contacting the Commissioner has its own characteristics. For example, to find out the nuances of writing a complaint to this authority, it is advisable to call 84956071922 (they will provide up-to-date information on this issue). And to create an official appeal, you need to send a registered letter to the address: Moscow (index 10100), st. Myasnitskaya, 47, room 115 .

It turns out that a significant portion of the contamination was caused in the early years of the pond's formation. And it was created in 1957, when the main mouth of the Kazanka River was blocked. At that time, enterprises discharged wastewater without any filtration. Rospotrebnadzor found that 40% of the sludge is dangerous and does not meet sanitary and hygienic requirements, the scientist says. Kamalov warned local residents that they would have to endure the unpleasant smell of hydrogen sulfide. Although residents often complain about it. The smell will increase during cleanup work, but in the future the air in the area should improve significantly and become fresher.

Portal "Dobrodel" The portal "Dobrodel" 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.