Grounds and procedure for filing a complaint against Mosgortrans buses. What to do if there is no reaction?

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Published: 08/24/2018

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A complaint against a driver is filed in the following cases:

• uncivil behavior with passengers;
• the vehicle does not move according to schedule;
• deviation from a given route;
• refusal to disembark passengers at stops;
• traffic violation;
• non-compliance by the driver with the points of the job description (smoking, talking on a mobile phone, drinking alcohol);
• refusal to provide services on a preferential basis.

After the application is reviewed, the driver is required to write an explanatory note. If the complaint is justified, he may be subject to disciplinary action.

• Where can I complain about the work of carriers? By telephone
• By Russian Post
• Via the official website of Mosgortrans
• To the Ministry of Transport
• To the Municipal Administration
• On the Dobrodel website

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

The controllers' task is to verify that the fare has been paid. If there is inappropriate behavior of controllers towards passengers, a complaint about such behavior must be addressed to the regulatory authorities.

Where can I complain about the work of carriers?

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

Reference! Anonymous requests often remain unconsidered for a long time.

By telephone

The fastest way to file a complaint is to call the Mosgortrans hotline. The call makes it possible to quickly record an application without spending a lot of time on the procedure.

Be prepared to provide the following information:

• your full name , residential address and telephone number;
• route number and license plates of the vehicle;
• date and time of the violation (sometimes the operator asks to indicate the location of the incident);
• details of the violation itself.

This method of filing is usually used to report a minor violation.

By Russian Post

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

This method makes it possible to confirm the fact of filing an application and not leave it without consideration. But for this you need to receive a shipping receipt at the post office.

The disadvantage of this method of consideration is that you need to spend time going to the post office, and you will also need to wait until the letter reaches the recipient. Therefore, you should not count on a quick response from the organization.

Via the official website of Mosgortrans

This method is considered the most convenient. The official website of the enterprise www.mosgortrans.ru already has a ready-made form that you just need to fill out. The company's grievance officer will accept your complaint and respond to it by email or post.

To the Ministry of Transport

You need to contact the Ministry of Transport in the department for working with citizens' appeals.

It is best to write complaints to the territorial unit - the Department of Transport and Road Infrastructure Development.

The application can be left on the hotline +7(945)-555-55-55, the official website of the organization transport.mos.ru, brought in person to the office or sent by mail to the address: Russia, Moscow, street 1905, 25.

To the Municipal Administration

There is an option to deal with unscrupulous carriers at the local government level. The application methods are the same as in the previous case. The complaint must be reviewed within a month. The response is sent in a manner convenient for the applicant, which he must indicate in the complaint.

On the Dobrodel website

This resource is available for Muscovites at: https://dobrodel.mosreg.ru. You need to register on it, and then select the desired section and leave your complaint with a detailed description.

The claim will be processed within two days. After this time, a person responsible will be appointed and a time frame for resolving the conflict will be indicated.

How to write a complaint to Mosgortrans about a bus driver?

The relationship between passengers and the bus driver is regulated by the “Rules for the use of ground urban passenger transport”. If you become a victim or witness of illegal actions, the perpetrators should be punished and justice done. To do this, you need to write a complaint to the competent authorities, but first you need to make sure that there are good grounds for making claims.

When to complain

You can file a complaint against a bus driver in the following cases:

• Violation of the route schedule or traffic rules.
• Failure to comply with the rules for boarding and disembarking passengers.
• Rudeness or rudeness when communicating with passengers, use of obscene or offensive words, refusal to make a stop, disdainful attitude.
• Smoking inside a vehicle.
• Dirt and unsanitary conditions - unwashed seats, sawed curtains, unpleasant smell inside the bus, which create uncomfortable conditions for passengers.
• Refusal to provide free travel to privileged categories of citizens.

Note! If the offense was committed against several passengers, it is recommended to file a collective complaint. Such documents are subject to priority consideration.

After confirming the facts specified in the complaint, the driver will be punished - he may be deprived of his bonus, removed from the route, and even fired. Unfounded complaints will be left without consideration, and the driver in such cases has the right to file a counterclaim.

Procedure

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

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

A huge number of people use public transport every day. At the same time, the number of conflict situations, as well as violations of transportation rules, is off the charts. Drivers of minibuses that are not municipal vehicles do literally everything to earn more money for one trip - they compete with other drivers, fill the cabin with passengers so much that it becomes dangerous to drive, deny travel to beneficiaries, etc.

Not to mention the fact that minibus taxis often violate very obvious traffic rules, putting passengers at risk. In addition to this, the clearly “non-Russian” contingent of drivers and controllers also descends to unpleasant rudeness.

Is there really nothing that can be done about this? After all, we need to use public transport every day.

Of course, you can complain.

Reasons

There is no point in running to the Ministry of Transport because the driver looked at you askance. Most likely, it will simply not be taken into account, since personal hostility is not a sufficient reason to check the driver. 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.

Where to complain

There are many different authorities for filing a complaint. Below we will analyze each of them in detail.

In the regions, the situation is no more complicated than in metropolitan areas. All you need is to find in the bus or minibus the name of the transport company that provides transportation along this route, write down the contacts, and contact us in any possible way. The rules for filing a complaint and providing information are exactly the same as in Moscow and St. Petersburg.

If you complain about the actions of the minibus driver, you must also write down the telephone number indicated on the carrier’s card in the cabin. This way, you can directly contact the unfortunate driver’s management, which can impose a fine on the driver or prevent his further employment.

This is the first and fastest step to solving the issue.

Ministry of Transport The Ministry of Transport is responsible, in addition to regulating transportation laws and management, for issuing licenses to drivers in the Russian Federation.

Thus, if you suspect that the carrier is illegal, it is the Ministry that you should contact.

Any trip by minibus or bus is regulated by the Rules for the Transportation of Passengers, which are established by the Ministry.

Attention

If a bus driver or minibus driver violates these rules, you can contact the Department of Transport and Communications.

Each region has its branch or division, and all local offenses should be recorded through them.

This will not only increase the chances that the application will be satisfied, but will also speed up the review process.

• In terms of requirements, the applicant writes a request to bring the perpetrators to justice for the violations identified in a manner chosen by the authority itself;

Here it is also important to refer to the relevant articles of law.

• In the “Appendices” part, the applicant indicates a list of documents that will be attached to the main application.

Official carriers use extended compulsory motor liability insurance and insure passengers while driving, and therefore in the event of an injury resulting from an accident while traveling in a minibus, you have the right to demand insurance payments. 4 If you are faced with a boorish attitude from a driver, try to find an opportunity to collect evidence.

We invite you to read: False denunciation – what do you need to know?

As a rule, a voice recorder or video recording of the incident from your mobile phone is a sufficiently convincing argument for the transport company and the driver’s immediate superiors. Take phone numbers from other passengers who witnessed the conflict, and get their consent to confirm your words.

The ideal option would be to file a collective complaint. 5

Write down the license plate number and make of the vehicle and all official information posted in the interior (see

step 2).

Every day, 85% of the total population uses buses and trains, trams, trolleybuses and minibuses to travel from one point to another. Some of these transports imply the presence of a controller who has his own responsibilities for them; he actually receives a salary. In this article, we will look at what actions of the controller may be grounds for a complaint.

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.

complaints

There is no form that can be used to fill out a complaint, so you can write it in any form. True, there are recommendations that must be followed for a correct complaint.

All available evidence must be attached to the complaint. Not only a citizen whose interests were specifically affected in this case can file a complaint.

A proper complaint should not contain obscenities, harsh statements, or threats. In addition, it is not recommended to write a complaint in a foreign language.

The complaint can be written either independently or with the help of a professional lawyer who will immediately assess the damage received, if any.

Example of a complaint

To the head of the Mosgortrans company

Antonov Leonid Pavlovich

from Petrov Petr Petrovich

address _______________________

telephone_____________________

Complaint

On March 10, 2021, my mother and I traveled on the Moscow train number 34. After the controller checked our tickets, we calmly took a seat. Next, an 8-year-old child came in and the controller began to demand money from him, to which the child said that he had lost it and cried a lot.

Reasons

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

• Failure to adhere to schedule.
  You need to write a complaint clearly if the driver, without a good reason (for example, a traffic jam or accident), systematically violates his own schedule - is late or does not arrive at all. The driver must follow the route start plan and arrive at each stop on time.
• Failure to follow the route.
  Unauthorized change of travel plan and ignoring stops is an important basis for filing a complaint. Each type of public transport follows a specific route, and the driver has no right to deviate from it without a good reason (such as traffic congestion, natural disaster or civil conflict).
• Driver's rudeness.
  Swearing, insults, ridicule or threats are inappropriate behavior for an employee of the company whose honor he represents, and in the event of a conflict with a rude driver, it is mandatory to write a complaint. It’s better, in general, to call the police and let them issue him a fine according to the administrative code.
• Traffic violation.
  Compliance with traffic rules is the responsibility of any road user. If the bus driver also breaks the rules, he risks not only his own life, but also the lives of several dozen people he transports.

  Along with the complaint, it is better to contact the police and have the driver’s driver’s license revoked.

• Inappropriate behavior of the driver (playing music loudly, smoking in the cabin).
  Legal consultation. Result guarantee. Call.

  Refusal to remove loud music is considered a violation of Art. 7 Federal Law No. 2300-1 “On the Protection of Consumer Rights”, according to which the service provider must do everything to ensure the protection of the health and comfort of its clients.

  And refusal to put out a cigarette violates Art. 12 clause 1.3 of Federal Law No. 15, which establishes a ban on smoking tobacco when transporting passengers on public transport. Both cases are good reasons to inform the management of Mosgortrans about the misconduct of their employee and demand influence on him.

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.

Mosgortrans 24-hour hotline phone number

Hotline numbers are located on the company’s website https://www.mosgortrans.ru/:

Contact center phone numbers:

Hotline for complaints in Moscow

Hotline number for writing complaints, for calls from mobile 3210.

When filing a complaint, the caller must provide his contact information: full name, phone number. Registration number of the vehicle that violated the Rules, location of the incident, subject of the complaint. Anonymous calls are not accepted.

Violation of rules and injuries

What to do if the driver violated the rules (drove or braked suddenly) or a passenger was injured? When braking sharply or driving too fast, the driver violates safety rules, thereby creating a threat to the life and health of passengers, and this falls under Article 7, Art. 14 ZPPP.

This means that if a passenger is injured in the cabin from heavy braking, the passenger has the right to receive compensation for damage, since the driver violated the rules for transporting passengers (paragraph 15, paragraph 2 No. 472 of the Rules dated December 11, 2000). The driver should be made aware of the problem immediately and should then:

• call the police;
• call doctors;
• give the victim the coordinates of the carrier and insurance company.

It is unlikely that the police will deign such a minor incident with their attention.

Ambulance workers are required to provide first aid, and if there are no doctors, then you should get to the hospital in any way and get medical treatment. examination - examination by specialists, x-rays, etc.

The result of the examination will be a report with which it will be sent to the insurance company.

It is important not to forget that it is the ticket for travel on the minibus that is proof of the right to insurance, so the ticket should be kept.

It’s a good idea to take a couple of phone numbers of eyewitnesses to the incident who will agree to testify in favor of the victim. The amount of compensation will be determined based on the severity of the injury.

About the company

JSC Mostransavto

is a motor transport enterprise that covers the Moscow region with its activities, as well as partially Moscow (suburban bus routes) and adjacent regions (Tula, Kaluga, Ryazan, Tver regions).

Bus routes, flight schedules, operating schedules of bus terminals and stations, all this transport infrastructure is under the jurisdiction of JSC Mostransavto. To ensure that customers are aware of all changes, find out the schedule and other information promptly, a support service has been launched.

Responsibilities of a passenger transport driver

The driver must comply with and not violate a number of requirements while transporting passengers.

His responsibilities include:

• do not violate traffic rules;
• ensure the safety of passengers during transportation;
• respond to comments and information received from passengers: their detection of problems in the cabin, smoke, fire, suspicious objects or bags;
• announce the names of stops;
• sell tickets exclusively at bus stops;
• indicate on the vehicle the route license plate and the name of the final stop;
• do not overload the bus; the number of passengers must correspond to the number of seats in the vehicle. Do not violate the designated route and run according to the work schedule;
• give the ticket after payment is received;
• disembark and pick up passengers at designated places (stops);
• ensure safety during disembarkation for all citizens, including people with disabilities (disabled);
• comply with job instructions.

Watch the video. Where can I complain about inappropriate public transport drivers?

Passenger rights

Passengers of minibuses have the right:

• pay for travel in the amount corresponding to the established tariffs;
• enjoy benefits (if there are grounds);
• to take place;
• carry 1 child under 7 years of age (provided that the child does not occupy a separate seat);
• carry luggage of the permitted volume and quantity.

High-quality service provides for the safe, comfortable delivery of passengers, that is, to provide a service with the proper level of quality.

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

You can also complain on the official website of the transport organization that owns the minibus. For example, in Moscow it could be the State Unitary Enterprise Mosgortrans. To do this, select the “Passengers” tab and click on the “Feedback” section.

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.

Sometimes the tactless behavior of a minibus, trolleybus or tram driver gives rise to a great desire to complain about the rudeness of the person driving the vehicle. What legislation is regulated, the grounds for appeal and where to file a complaint will be discussed further.

Acts regulating the quality of passenger service include Law No. 87-FZ of July 10, 2001 “On restricting tobacco smoking.”

Not all citizens using the services of minibuses know that passengers are automatically insured during the trip, on the basis of Law No. 67-FZ of June 14, 2012 “On compulsory insurance of civil liability of the carrier” (OSGOP).

With the widespread use of the Internet, it has become possible to share your impressions of all negative and positive incidents on social networks. Now, more and more often, violations of the rights of passengers and pedestrians reach the appropriate authorities, as a result of which various inspections of carrier companies can be carried out.

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.

Procedure

In case of disputes, proceed according to the following algorithm:

1. Study the information located in the vehicle regarding the carrier's contacts.
2. Write down the state number of public transport and the personal information of the driver.
3. Record the time and place of the violation.
4. Find witnesses to this violation, take their contacts . You can suggest making a collective complaint.
5. Completing your application correctly and submitting it to the appropriate authorities.

How to file a claim?

The claim is made as follows:

1. In the header indicate the exact name of the addressee - the carrier company, as well as your details, including contact details.
2. In the center is the name – Claim.
3. Next comes the “body” - the text part.
4. Signature, date.
5. List of applications.

The text part briefly and clearly, without insulting the driver, sets out the essence of the conflict, and in the final part it is important to clearly formulate what exactly the purpose of the claim is - to punish the rude performer, to receive compensation for damage, or otherwise.

It is necessary to attach documentary evidence of the amount of compensation - checks, receipts, invoices, examination results, medical records. conclusion, etc.

The claim is submitted directly to the carrier; he has 30 days to consider and respond (Article 12 of the Law of May 2, 2006 No. 59-FZ). They keep one copy for themselves, preferably with the signature of the person who received the paper and the date.

Sample complaint against a minibus driver.

The legislative framework

To correctly draw up a complaint to Mosgortrans, you should rely on the following legislative acts:

1. Federal Law “On the Protection of Consumer Rights” dated 02/07/1992. N 2300-1 (as amended on July 3, 2016).
2. Federal Law “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006. N 59-FZ.
3. Federal Law “Charter of motor transport and urban ground electric transport” dated 08.11.2007. N 259-FZ.
4. Decree of the Government of the Russian Federation dated February 14, 2009. N 112 (as amended on November 26, 213) “On approval of the Rules for the transportation of passengers and luggage by road transport and urban ground electric transport.”
5. Civil Code of the Russian Federation dated January 26, 1996. N 14-FZ (as amended on March 28, 2017).

Common mistakes

Mistake No. 1: Concealment of violation of the law by the controller.

Comment: Violations of the law include failure to comply with their duties by the controller. Before concluding an employment contract, the controller signs an agreement that states in black and white the rights and obligations of the parties that must be fulfilled. If this does not happen, then the employee is subject to punishment up to and including loss of employment. Therefore, if you encounter this violation, you should not remain silent about it, you need to write a complaint to the employer, who must deal specifically with this situation.

Error No. 2: Lack of evidence that can confirm the unlawful actions of an employee who is in the position of controller.

Comment : Evidence must be provided, otherwise the point of view may be divided between yours and the controller himself. If the complaint has no evidence (this rarely happens, since there are always other passengers on the train or bus, especially if it is rush hour), then the complaint will be considered, but it will not be taken seriously and perhaps the controller will be able to transfer the situation to your side.

Terms of consideration

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

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

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