The rules for the use of ground transport in Moscow provide not only the obligations of passengers, but also of carriers. For example, if the driver behaves unworthily, or other situations arise in which the rights of citizens are violated, it becomes possible to protect himself by preventing the repetition of such excesses - to write a complaint to Mosgortrans.
These include cases when:
- there is a decent backlog of the schedule;
- rudeness from the driver's side;
- gross violation of traffic rules;
- route transport does not stop at the right places.
If one of the events listed above occurs, the injured party has the opportunity to complain to one of the services:
- The management of the company that owns the vehicle.
- To the Department of Transportation.
- Directly to Mosgortrans using a special form on the site.
When contacting any of the listed authorities, it is necessary to indicate:
- Full name, contact details, return address of the applicant;
- Full name of the offending driver;
- route number and vehicle registration plate;
- time, place, circumstances of the violation;
- photographs that document the incident;
- the requirements set out in the essence of the case.
It is worth noting that it is best to try to negotiate peacefully, and only after that seek justice in court.
Mosgortrans complaint against the bus driver
A hotline has been launched in Moscow to control drivers who are disrespectful to their customers. Mosgortrans can consider a complaint against a bus driver through one of its branches in the capital, which receives such calls. At the moment, bus fleets are already involved in a rapid response to telephone messages.
Passengers can always send a complaint about the bus driver in writing to Mosgortrans. It is imperative to deal with violations. And as a consequence, count on an increased culture of cooperation between urban transport workers and passengers.
At least two benefits are obvious:
- the bus will become a worthy means of transporting citizens;
- each chauffeur will improve his qualifications and improve the attitude towards those whom he serves.
Another important point is safety on city roads. In Mosgortrans, you can file a complaint against a driver who has grossly violated traffic rules in the same manner as in other accidents. Even the owners of other vehicles who have suffered or have witnessed how smartly the buses are taxiing onto the roadway can complain about the neglect of traffic rules.
To do this, you need to contact Mosgortrans, leave a complaint about the bus driver at the office. The term for consideration of such a written request cannot exceed 10 calendar days. After that, a definite verdict must be passed. The management is obliged to apologize and apply sanctions to the driver violating the rules, if the fact of abuse is confirmed.
A negligent driver expects, depending on the severity of the abuse:
- money penalty;
- disciplinary reprimand;
- dismissal from work.
In order to write a complaint about a driver to Mosgortrans, you need to have certain skills, to know the procedures and norms of Russian legislation. Otherwise, it is quite difficult to monitor compliance with the rules of office work. The lawyers of the company "Pravovoye Reshenie" will be able to deal with this issue.that always provide customers with a high level of service.
Complaint to Mosgortrans about non-observance of the bus schedule or route
It often happens that the schedule remains accurate only on paper. Buses are late, are generally removed from the flight, or arrive earlier. 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 the very least, the management will know that a certain route has its own difficulties, shortcomings, which it would be good to eliminate as soon as possible.
When none of the above methods brings the desired result, you can go to court. Lawyers of the company "Pravovoe Reshenie"we are ready to help in drawing up a complaint of this kind, to advise how best to proceed to obtain the most favorable result.
Faced with inappropriate operation of public transport and disrespectful behavior of the driver who drives 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 be the basis for filing a complaint about public transport? Where, according to the law, should you apply for this? What is the general appeal procedure like? How to draw up a claim application correctly? Read on.
When to complain
Public transport includes buses, fixed-route taxis, trams, trolleybuses and electric trains.
According to the "Rules for the Use of Surface Urban Passenger Transport in the City of Moscow", the basis for filing a complaint about the operation of one of the types of public transport one of the following reasons can be:
- Violation of the established schedule of movement along a given route;
- Serious traffic violations during the route (with passengers). These include: exceeding the speed set on the site by 20 km / h or more, extreme driving (racing with other vehicles), driving on a double solid, accompanied by leaving the oncoming lane, etc.;
- Failure to comply with the rules for boarding / disembarking passengers;
- Disrespectful attitude towards passengers of public transport: demonstration of a boorish and rude attitude, accompanied by personal insults, obscene language and even the use of physical force;
- Ignoring passengers' requests to make a stop "on demand" without a valid reason;
- Smoking / drinking alcoholic beverages in the bus / minibus / trolleybus / tram;
- Talking on the phone while driving;
- Failure to comply with the sanitary standards established at the legislative level (dusty, dirty seats, unpleasant odor in the cabin, dirty curtains, unwashed floor);
- Unwillingness to provide the required benefits to certain categories of citizens (pensioners, minors, persons with disabilities, war veterans, the military, etc.).
Read about where to go when one or more of the listed grounds is found in the next section.
Where to go
Those who do not have a personal car spend a lot of time on buses, minibuses, trolleybuses and trams. Everyone can face the unprofessional work of the driver and the rudeness of the conductor.
What should passengers do in such situations? How to write a complaint about a bus? Is it possible to do this? Where to file a complaint about buses? These are the questions asked by most citizens using public transport. Everyone should familiarize themselves with the information, how and where to go in such cases. In addition, everyone should know the rules and duties of a passenger, driver and conductor of city transport.
Rules for the use of land public transport
The general rules for the use of urban transport were developed in accordance with the law of the Civil Code of Russia. The Law "On Protection of Consumer Rights" was issued on February 7, 1992. On November 8, 2007, the Law "Charter of Road Transport and Urban Land Electric Transport" came into force. On October 23, 1993, the Council of Ministers of the Government adopted the Law on the Rules of the Road.
The above laws control the procedure for the correct use of urban land transport. In addition, they are required to automate tariff and toll control systems. These rules must be freely available in every compartment of the vehicle.
What rules must the carrier follow
During the carriage of passengers, each driver must know and use the generally accepted rules. Carriers are obliged to:
- Transport people of all categories, including disabled people, to their destination along a specific route.
- At stops there should be tables with their names. In addition, at each stop there should be a schedule of all passing routes.
- Carriers are required to adhere to the schedule on the public transport route.
- The transport company is obliged to provide passengers with up-to-date information in the event of a route change or its closure.
- Before setting off on the route, the driver must check the sanitary and technical condition of the transport, the driver himself can in no case be in a state of alcoholic or drug intoxication, he must have a normal state of health that allows him to drive the vehicle without the danger of creating an emergency.
- Protect passengers as much as possible during transportation.
For violations of the rules and laws, the carrier is fully responsible.
Obligations of the driver of passenger transport
During the transportation of citizens, each driver must fulfill his duties and not violate them. He is obliged:
- Observe traffic regulations.
- Provide safe transportation for townspeople.
- To respond to information from passengers about a problem in the passenger compartment: smoke, fire, burning smell, as well as suspicious objects that can affect the health and life of passengers.
- Inform citizens about the names of stops.
- Sell tickets only at bus stops.
- Issue tickets upon receipt of payment.
- Disembark and disembark only at stops.
- Take passengers according to the number of seats on the bus.
- Follow the schedule and do not disrupt the route.
- Mark the route number and the name of the final stop on the transport.
- Ensure safe disembarkation, including for people with disabilities.
- Follow your job description.
The order of travel in a city vehicle
During a trip in public transport, there is a procedure that must be followed by the driver, as well as passengers. Passengers are required to:
- Buy a ticket and validate it.
- Save your ticket until the end of the trip.
- Have documents that allow free travel (if any, in principle).
- Show your ticket or your documents to the conductor, controller.
- Pay a fine if an unpaid ride is found during the check.
- Hold onto the handrails while driving.
- Do not occupy seats that are intended for disabled people.
- Observe order in transport.
- Free transport upon arrival at the final stop.
- If a passenger buys a ticket from the driver, then the money should be prepared in advance and the vehicle should not be delayed.
Each passenger should know not only the duties, but also the rights while moving in transport. He can:
- Do not pay for travel for children under 7 years old.
- Transport a stroller and sledges for free.
- Carry birds and animals in a cage (the cage should not exceed the size of your carry-on baggage).
- Ride for free in transport if the previous one broke down before reaching the desired stop.
- People with disabilities have the right to travel on benefits.
What are the violations
There are special rules for the use of a land vehicle, which must be followed by drivers when transporting passengers. Not everyone follows these rules, although they know them.
Every day, passengers can face the rudeness and tactlessness of transport workers. List of everyday violations:
- gross violation of the schedule on the route;
- rudeness;
- the driver can smoke while driving;
- dirt in the cabin;
- refusal to carry privileged passengers.
This behavior is unacceptable in a democratic and legal country. For such misconduct, the driver must lose his bonus, receive a fine, or he can be fired under the article. Such dismissal can significantly affect the further employment of the driver. If such an unpleasant incident happened, the victim should not be silent and think that his complaint about the bus will not be considered and accepted into work.
Sequential algorithm of actions of the victim in the conflict with the bus driver
During a conflict with the driver, the passenger must call the hotline or write a registered letter to the transport company. A sample of a complaint about buses can be taken at the appeal instance. When composing a letter or talking on the phone, the victim should control his emotions, not use profanity and statements. To get a fair outcome, the passenger must do the following:
- find out the name of the driver;
- write down license plates;
- take contact details of witnesses;
- choose an instance for filing a claim and apply in writing or orally.
It should be understood that anonymous claims will not be taken into account. In the letter, you must ask about the deadline for resolving the issue and about the notification of the decision. Only conscientious passengers with the help of active actions can control the conscientious and professional performance of the work of city transport employees.
Where can you complain about a passenger transport driver?
What to do and where to complain about the unacceptable behavior of the driver? You can file a complaint about the bus with the city office. The contact telephone number and address of such a department must be placed in the vehicle interior. As soon as the passenger has become a witness or participant in the conflict, it is necessary to urgently call the specified phone number and submit your claims.
In addition to a call, you can write an official letter to the passenger transport control organization. The letter must be sent by mail. Necessarily it must be with a notification of receipt. The complaint against the bus driver must contain the victim's claim. To receive an answer, you must indicate your passport details, place of residence and postal code. A complaint about a bus is considered within one month.
Portal "Virtue"
The Dobrodel portal is an e-book designed for suggestions and complaints in the Moscow region. It was created in 2015 to regulate the work of the authorities with city residents.
To leave a complaint about a bus or a specific driver of the route, the victim needs to register on the site. During registration, the program will ask for your first name, last name, email address and password. To confirm registration, a link for authorization will be sent to the specified mail.
A complaint about the bus or carrier should be left in the "Report a problem" section. The exact address must be provided at the time of filing a complaint. Within eight working days, the appeal will be considered, and the applicant will receive a response.
Call the transport department Mosgortrans
A complaint about a bus route or a transport driver can be accepted orally. Where can you file a service claim, report a schedule violation, a critical state of transport or a violation of the rules on the road? To do this, you need to call Mosgortrans.
This hotline was created by the carrier in February 2016. The hotline telephone number should be at the stand in the transport salon. The call can be made to the passenger without leaving the bus or other vehicle. All incoming calls are free of charge.
Written notification of Mosgortrans about the violation
Since 2015, stickers have appeared on public transport with the e-mail address of the "Public Control" project. The purpose of such a project is to receive video footage from the victim from the scene of the violation. In such a video message, it is necessary to indicate the license plates of the vehicle, the time and place of the incident, as well as describe the details of the incident.
Every complaint about the bus driver is checked and processed. If the information is reliable, then the driver will be fined or fired for violation under the law.
Written notice of the Ministry of Transport of the Moscow Region
Where to write a complaint about the bus or the driver of this bus if an unpleasant incident happened? The victim should write an e-mail to the address of the main transport department of the region.
The letter in free form must describe the conflict, the incident that happened on the route. In addition, the letter must indicate the license plates of the transport and the route number. To consider the complaint, you must write the full name of the applicant. The address where the applicant lives and the contact phone number do not need to be indicated, since the answer will come by e-mail.
Complaint against a bus conductor
If the conductor is rude or insults the passenger, then it is imperative to complain about him. This incident should not be ignored or reacted. Intemperate transport company employees should not work with people.
To make a complaint about the work of a conductor, you should find out his name and the number of the city transport on which he works. After clarifying the data, you need to call the depot or vehicle fleet, telling about the situation that happened.
The management of the fleet considers each claim independently and decides whether the transport worker is to blame or not. It is possible that the initiators of the conflict are the townspeople themselves. To avoid problems with citizens, conductors are given lectures "on the prevention of conflict situations."
The conductor, who constantly receives complaints from passengers, will be dismissed from this position under the article.
Obligations and prohibitions of the conductor
The conductor has his own duties that he must perform during work. He must:
- be polite to passengers, do not engage in conflicting conversations, be calm;
- answer questions about payment for travel, about the route of the bus;
- give an answer if the passenger requests the name of the conductor and the service number;
- first get money for travel (be sure to announce the amount that the passenger gave), and then issue a ticket.
While working on the route, the conductor has prohibitions that he must not violate. The employee is prohibited from:
- conduct non-work conversations with the driver or others;
- eating, smoking, or being distracted in some way from work;
- you cannot leave the transport before arriving at the final stop;
- be rude and inappropriate to talk to passengers.
Consequences for the employee of the transport company
The driver will be held responsible for his actions if he creates problematic, conflict situations with the townspeople or does not comply with legal norms. A complaint about a bus or driver is considered on an individual basis. As a result of the consideration of the complaint, the following consequences may occur:
- bringing the offender to administrative responsibility: payment of penalties, withholding of bonuses or part of the salary, etc .;
- bringing to disciplinary responsibility with further dismissal.
Only the indifference of citizens will help to keep the entire public transport system in order.
