Where and how to complain about a bus driver

Grounds for complaints about passenger transportation on a bus/minibus

There are several reasons why you can (and should) write a complaint.

• The bus is constantly late or does not arrive on schedule at all. The route of each vehicle that leaves the fleet is strictly fixed in the schedule, and the driver has no right to leave it for personal reasons. The documents indicate the departure time, route, stops, etc.
• The driver misses stops or drops off passengers in the wrong place.
  The route includes all bus stops where the driver is required to stop his vehicle to move passengers. He cannot let them through at will, justifying this with the phrase “I asked who is getting off?”, which can very often be heard from minibus drivers, or if there are no people at the stop at all. It is also prohibited to stop at the request of other passengers in a section of the road that is not suitable for exiting.
• The driver is rude. Reproaches, anger, obscene language - all these are grounds for writing a complaint. If the driver also threatens his passengers, then this is an additional reason to call the police and draw up a report for administrative liability.
• The driver smokes in the cabin. In accordance with clause 1.3 of Art. 12 Federal Law No. 15 “On protecting the health of citizens from the effects of environmental tobacco smoke and the consequences of tobacco consumption”, when transporting passengers, the driver is strictly prohibited from smoking. It is necessary to write a complaint if it is clearly visible that the driver not only openly smokes while driving, but also ignores legal demands to stop.
• Music is playing loudly in the salon. Although the volume of music or other noise on the bus is not fixed by any legislation, a complaint still needs to be filed if the driver expresses his musical preferences too actively.
  According to Art. 7 Federal Law No. 2300-1 “On the Protection of Consumer Rights”, the supplier must ensure the safety of life and health of those who use its services. They have no right to refuse to file a claim for loud music that disturbs the peace and comfort of passengers.
• The driver violates traffic rules. Monitoring compliance with traffic rules is the responsibility of the traffic police, but passengers can also participate in punishing a negligent driver. A complaint, which can also be confirmed by the traffic inspector’s protocol, will give an additional impetus to seriously punish the transport service employee, or even fire him altogether.
• Transport is technically faulty. The driver is obliged to check the technical condition of the bus before each departure from the fleet, and abandon the route altogether if the fault cannot be eliminated. Even if the door simply does not close well or the interior is not heated, then this is a clear reason to write a complaint against the irresponsible driver.

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.

How to complain?

Of course, in any situation, before resorting to extreme measures, it is best to resolve the matter peacefully. But if the driver is found to be inadequate and ill-mannered, then it is necessary to write a complaint against him, since the inaction of passengers can end in big trouble.

Attention! Not only the driver should be responsible for the disorder inside the bus. You can also complain about a bus conductor who does nothing to rein in his colleague. Or on the company itself, which hired non-professionals.

Claim procedure

First of all, let's look at the procedure for writing a complaint against a bus driver.

Where can I write?

It is better to bring it to several authorities at once - this way the matter will go faster, and the likelihood of a positive outcome will be much higher if any authority tries to hush up the matter or completely ignore it.

Here are several organizations that accept complaints from the public against carriers:

• The transport company for which the driver works.
  This is where you should go first. If management is not able to influence its subordinates, then you need to contact the organization below. The carrier company's telephone number is located inside the bus on a stand. As a last resort, it can always be found on the company’s official website.
• Rospotrebnadzor.
• Transport Department of the city administration (in the regions).
• Department of Transport and Development of Road Transport Infrastructure (residents of Moscow).
• Ministry of Transport of the Russian Federation.

Important! An appeal to the Ministry of Transport of the Russian Federation is the last step when other organizations refused to respond to the signal. It is possible that it will try to push the matter down and force one of the organizations to correct the situation.

You can contact the authorities both in writing and orally. Today, the opportunity to file a claim is not limited only to a personal visit, a traditional letter or a telephone call - citizens have access to the official websites of organizations where they can also report a bad driver.

How to file a claim by calling an organization: telephone numbers for citizens’ complaints

If you can’t personally file a complaint or draw up its text, then there is nothing wrong with limiting yourself to a phone call with a request to take action. The transport company's telephone numbers are located at the information stand or on their official website on the Internet. In a conversation with the operator, in addition to stating the essence of the conflict, you must provide the route number, the state sign of the vehicle and the driver’s last name.

The latter is not mandatory, since the company must keep track of who was driving on a particular day, but it will seriously speed things up.

Here are some telephone numbers for feedback from the public:

Required documents and evidence

No documents are needed to file a complaint. They may only ask to present a passport to confirm the identity of the applicant. As for the evidence, the situation is more serious. They need to begin to be collected already in the vehicle interior during the conflict itself.

A video recording of a driver swearing or smoking will serve as excellent evidence of his guilt. The recording or photo can be recorded on a CD and attached to the complaint, making sure to make a note in its text.

Testimony from witnesses will also be a good help. If not only one single person makes a complaint to the driver, but the complaint is collective, then this practically guarantees a positive reaction.

Reference. If the case goes to trial, then physical evidence and testimony are necessary like air for a successful outcome of the case. Without them, you don’t even have to go to court.

Compilation

The written claim itself does not have a specific sample and is drawn up in free form. It is important to follow simple rules for completing applications and avoid mistakes and omissions. Also, offensive language or threats are not allowed. Be sure to write on a blank A4 sheet, you can print the typed text on a printer, or write by hand with a regular ballpoint pen.

To avoid errors, it is better to format the text as follows:

1. In the header of the document in the upper left corner indicate: to whom the application is being submitted on Date. case – full name, position, name of organization.
2. Below: from whom – applicant’s full name, phone number, email. mail.
3. Below, by or "Statement".
4. Next, the essence of the matter is stated in free form: here it is required to talk as specifically as possible and in a clear sequence about all the circumstances of the incident, the participants in the conflict and establish what the driver’s offense was.
   It is imperative to indicate the route number, the state sign of the bus, the exact time and place of the incident, and it is also highly advisable to establish the name and surname of the criminal. Provide contact details of witnesses, if any. At the end of the main part, demand that the driver be punished and refer to the provisions of the law that were violated (for example, Article 7 of the Federal Law “On the Protection of Consumer Rights”).
5. It will be an additional advantage if you list the evidence that is attached to the paper (CD with video footage).
6. At the very bottom is the date and signature of the applicant with a transcript.

Attention! It is better to make two copies of this document. You will need to give one to an authorized person in the organization, and keep the other with a note indicating that this paper was reviewed by representatives of the bus company.

If the case goes to court, a duplicate will help prove that you filed a complaint, but did not receive an adequate response.

We do not recommend completing the documents yourself. Save time - contact our lawyers by phone:

8 (800) 350-14-90

This article explains how to file a complaint against a Mosgortrans bus driver.

Review period

According to Art. 12 Federal Law No. 59 “On the procedure for considering applications from citizens of the Russian Federation” establishes a specific period for processing applications, which cannot exceed 30 days from the date of registration of the document. If any response to the claim is not received, or the result does not satisfy the victim, he has the right to begin legal proceedings.

Trial

Going to court is a last resort when other methods of influencing the transport company and its driver have already been exhausted. If the victim decides to go to court, then he should act on the following points:

1. Contact the nearest branch of the Magistrates' Court and write a statement of claim, detailing the essence of the conflict with a request to satisfy his demands.
2. He must be informed personally about the start date of the trial.
3. The plaintiff must appear in the courtroom on the appointed date and take part in the hearing, where he must present all the evidence in the case.
4. Taking into account all the circumstances of the conflict and the available evidence of the victim’s words, as well as the testimony of witnesses, the judge will make a decision - whether it will be positive or negative depends on the evidence base.
5. If the decision is positive, the court will choose a preventive measure against the culprit.

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.

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.

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.

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

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

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

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

Consequences for drivers

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;

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.

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.

Responsibilities and rules of conduct

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

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

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

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.

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.

All authorities have such a service on their web portal.

Where to complain

Conflict situations between passengers and drivers of public transport (buses, minibuses, etc.) are a common occurrence in Moscow almost every day. The cause of the conflict may be: shortfall in fare payment, ignoring the fare payment, the driver did not hear the request to stop, inappropriate boorish attitude towards passengers, etc.

Attention

Legal documents

How to properly 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.