Mosgortrans telephone hotline around the clock. The procedure for submitting a complaint to public transport. Mosgortrans - Hotline, complaints

Passengers terrestrial transport It is often faced with violations and poor-quality services.

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In Moscow, such a problem is particularly relevant. Legislation allows the protection of the rights and interests of passengers by filing complaints into various government agencies.

But the first thing about the situation should be informed directly by the service operator - Mosgortrans.

What it is

At the moment, Mosgortrans is the largest ground transport operator in the country, providing services in the city of Moscow.

But not always passengers are satisfied with the ride. The schedule is violated, drivers and other employees Hamyat passengers, etc.

The list of various reasons for discontent can be continued for a long time. All of them can serve as a basis for filing various complaints.

Comment. A comprehensive list of reasons for filing a complaint about legislation is not given, and a citizen may file such a statement about any violation of its rights and legitimate interests.

But it is worth the first thing to apply to the claim directly to the Mosgortrans itself. It usually allows us to deal with the problem and the need to handle complaints to other instances disappears.

What law is regulated

When providing passenger transport services, various norms and rules established by law must be respected.

So, the driver must follow the rules road, passenger traffic, job descriptions and other regulatory acts.

The services themselves must be provided in compliance with the norms of the GC, the Charter road transport and the law on the protection of consumer rights.

Comment. The need to comply with all mentioned regulatory acts also applies to drivers of various minibuses, whose incorrect behavior and non-compliance with the rules causes simply a huge number of complaints from passengers.

The Constitution of the Russian Federation provides for the unlimited right of every citizen to file various appeals to any state and non-governmental instances to any officials.

But despite this possibility, it is still recommended to start the process of protecting their rights, as a passenger from handling Mosgortrans.

The rules of proceedings are established by the FZ "On the procedure for considering citizens' appeals".

Internal instructions of the organization only complement and specify the information provided in the law.

How to apply

Mosgortrans complaints of passengers takes both paper carriers sent by ordinary mail or to the secretaries personally and in in electronic format, as well as by phone.

Selecting a convenient handling option remains at the discretion of the consumer.

Any complaint will be registered and considered in accordance with the procedure established by law.

By phone

The fastest way of filing a complaint - phone call On the hotline of the Mosgortrans.

This allows you to quickly fix the violation and make an appeal, without spending a large number of time.

Required during a telephone conversation, you will need to inform the following information:

After consideration by the complaint, the Mosgortrans specialists are necessarily associated with the applicant and provide an answer to appeal indicating the results of the consideration of the application.

Comment. Nevertheless, telephone handling can "lose" and prove the fact of its filing will not be easy.

This option is filing a complaint can be used with insignificant violations and in situations where the intervention of the carrier administration is urgently.

By mail of Russia

Sending a complaint by registered mail of Russian Post to the official address of Mosgortrans is a classic way to feed it.

Confirm the fact of the reference direction is always possible using the postal receipt and the application will not be left without consideration.

But you need to take into account that it takes several days to deliver mail, and the time will have to spend in the post office when sending it.

On the official site

The most convenient way of filing a complaint is to use a special form on the official website.

When sending a statement via the Internet, it is automatically registered and transferred to the work of the organization's responsible employee, and after consideration, the response is sent to the applicant for ordinary mail or electronic message.

Video: how to write a complaint

Write a complaint to Mosgortrans

Writing complaints usually does not cause big difficulties from citizens.

Legislation to such applications establishes minimum requirements, and the formation of information leaves at the discretion of the applicant itself, without imposing strict regulated forms.

Consider which rules you need to follow when drawing up a statement:

Failure to follow the rules may cause the application to remain without consideration.

Special attention in the preparation of a complaint should be given to its foundation. It is necessary to describe all the facts and circumstances that served as reasons for submitting a claim.

Well, if it is possible to apply evidence of violations allowed (photos, videos, etc.).

On the bus driver

A complaint against the bus driver can be filed for the reasons for his Ham's behavior in relation to passengers, non-compliance with the schedule, deviation from the route, refusal to disembark passengers at the bus stop, as well as non-compliance with the rules of the road.

It is the illegal actions of the driver most often cause a variety of complaints from passengers.

When considering from the driver, explanatory will be taken and if the claim is recognized as reasonable, it can be attracted to various disciplinary responsibility.

With minor violations, usually managers are limited only to the comment,

But if the violation is coarse or repeated repeatedly, other measures can be applied, right up to the dismissal of the employee.

On the route

Sometimes the complaint is not applied to the actions of a particular person, but immediately on the entire route. This is usually caused by the poor quality of the carrier organization.

Mosgortrans works with various carriers on the basis of contracts and when discoveries violations can put claims them or even terminate the transport agreement.

On the actions of controllers

The actions of the controllers to verify the fact of payment for passengers of travel in public transport, often causes great questions and a huge number of complaints from consumers.

Unfortunately, serving organizations and heads of state bodies responsible for the work of public transport prefer simply not to notice this problem.

As a result, rudeness and insults on their part continue. But the complaint is necessary in any case.

If the adequate response does not follow, it is always possible to apply to higher authorities or continue to protect your interests in the judiciary.

Terms of consideration

The federal law "On the procedure for consideration of citizens' appeals" strictly limits the term of consideration of the application or complaint for 30 days.

During this time, the necessary checks must be conducted and the applicant's response was prepared.

The answer must necessarily contain a list of measures taken to eliminate violations or motivating the refusal to meet the applicant's claims.

Only in exceptional cases, the federal law allows you to extend the consideration of the application and no more than another 30 days.

With the extension of the term, the applicant must necessarily be sent to the appropriate notice.

The lack of reaction according to the application may cause a citizen to appeal to various government agencies or even in courts to protect interests and rights.

If possible, such a situation, officials are trying to prevent and send as an answer to at least "unsubscribers".

However, their presence does not interfere with the appeal to government agencies and the court for further protection.

Table. Terms of consideration of the complaint by Mosgortrans.

Sample application

Often, citizens experience difficulties with the preparation of the application, not knowing even which party to start.

Special requirements for the transportation of passengers are presented - to safety and technical condition of vehicles, to the observance of traffic rules and the schedule, to the rules of communication and the procedure for calculations. On the territory of the capital public transport He is under the jurisdiction of the municipal unitary enterprise "Mosgortrans". In this material we will analyze how to file a complaint to the "Mosgortrans" and that it can be caused to appeal.

Reasons for compulsing complaints in Mosgortrans

Passengers of public transport are entitled to expect to comply with all transportation rules. The fact of travel fees or preferential certificate is considered as a conclusion of a contract for transportation. Any non-compliance with the specified agreement will entail the responsibility of the MUE MOSGORTrans or its authorized employees - drivers, controllers, other persons.

Taking on the obligation to transport passengers, Mosgortrans must comply with:

• traffic Laws;
• requirements state standards and regulations for safety and the proper state of vehicles;
• rules for the transportation of passengers;
• domestic rules and regulations approved by the Government of Moscow and the charter of MUP "Mosgortrans".

Note! With a complete list of documents and requirements that must be respected when servicing passengers, you can find the official website of the carrier.

Any violation of the listed rules gives the ground to leave a complaint to the "Mosgortrans", even if the passenger is not significant damage. We highlight the most common reasons why you can turn with a complaint:

• violation of traffic rules, admitted by the bus driver, trolleybus or other vehicle, carrying out public transportation of citizens;
• non-compliance with the conditions and requirements for safety of transportation - dirty salon, non-working doors, broken windows, other damage to transport;
• non-compliance with the declared route of the movement, which is not relevant to the carrier or not caused by emergency circumstances;
• violation of the rules for the exchange for the trip - the non-tech ticket, refusal to accept cash for payment, accounting or refusal to return the surrender, non-acceptance of preferential travel;
• rudeness and rudeness in service, refusal to allow a passenger to travel without legal grounds.

This is just an approximate list of grounds for which you can write a complaint to the "Mosgortrans". In addition, the carrier accepts offers and recommendations for improving the quality of service, feedback on other shortcomings or inconveniences when traveling.

Faced with violation of their legitimate rights, you can try to solve the problem in place. The carrier employees are obliged to take into account the reasonable claims and comments of passengers, eliminate them as far as possible in place. If such actions did not bring the result, you can proceed.

Complaint of the bus driver

Public transport driver is responsible for compliance with traffic rules and passenger safety. Even a minor violation of the rules may entail an emergency on the road, causing the health and property of passengers. Therefore, special attention is paid to checking complaints on drivers in MUP MUNGORTrans.

Write a complaint against the driver of the Mosgortrans bus on the following grounds:

• violations of traffic rules - excess speed \u200b\u200bregime, non-compliance with the rules of rebuilding and maneuvering, overtaking in prohibited places, etc.;
• stops in the wrong places or failure / disembarking passengers on regulated stops;
• deviations from the claimed route, a schedule violation;
• rough and improper attitude to passengers, refusal to satisfy their legal requirements.

Note! For each fact, the violations should be carried out a service check. Depending on the nature of the offense, the driver threatens disciplinary, administrative or other responsibility.

A complaint against the driver of the Mosgortrans buses should contain information about the date and time travel, the route number. If the bus has information about the driver's personal data, they also need to be specified when contacting. To verify the validity of the passenger's claims, the driver will be extended by explanatory.

Complaint on the route

Public transport routes are approved by coordination with the carrier and capital authorities. Unlawful change in the route significantly violates the rights of passengers, entails a refinement to work or other negative consequences. A complaint against the "Mosgortrans" on the bus route will be justified if the change occurred without prior notice to passengers or excluding emergency circumstances.

Please note that the deviation from the route is allowed if regulated road or construction work is carried out along the path of movement, the consequences of the accident or accident are eliminated. Information about such circumstances is brought to passengers through the media or the official website of the carrier. If there are unforeseen circumstances, the driver of transport or controller must report.

Complaint against controller

Conflicts in the process of carrying out transport activities may arise due to disputes between road users. The reason is the order and quality of the provision of services. Most carriers are not configured to a peaceful conflict resolution, forcing passengers to appeal to regulatory authorities. Complaint of transport is no exception.

Basis for complaints

Affected transport servicesThe right to apply with the complaint to the following grounds:

Dear readers! The article tells about the typical ways to solve legal issues, but each case is individual. If you want to know how solve your problem - Contact a consultant:

Applications and calls are accepted around the clock and seven days a week..

It's fast i. IS FREE!

1. The movement of land transport does not match the installed schedule.
2. Neglect traffic rules.
3. Violation of requirements for landing and disembarking people by public transport.
4. The bus behavior (employees of the transport enterprise) is characterized by a dismissiveness to the passenger composition, a rough (Hamsk) relationship, using obscene vocabulary when communicating.
5. The chauffeur does not fulfill the obligations provided for job descriptionThe rules of behavior in the cabin auto do not correspond to the norm (smoking in the course of the movement, drinking alcoholic beverages and drugs, telephone conversations).
6. Failure to comply with sanitation provisions.
7. Violation of the rights of citizens, having benefits (refusal to free servicesestablished at the legislative level).

Claims who do not have a clear argument risk staying. The accused face is entitled to appeal the applicant's actions and file.

How to write a bust driver complaint

The method of writing the document does not matter, handwritten and printed options are allowed. The form is not regulated by legislative norms, but compliance with some requirements is required:

• use of official-business style;
• compliance with the rules of detoving;
• literacy;
• inadmissibility of phrases with an abnormative vocabulary with signs of rudeness, disrespectful attitude;
• brevity;
• objectivity;
• legal framework;
• lack of emotional exaggerations;
• the accuracy of the presentation indicating the details related to the conflict;
• indication, eyewitnesses of the incident;
• chronological sequence.

The above rules are distributed and when writing a complaint against the conductor.

Procedure

In the case of a dispute in public transport, it is necessary to adhere to such an action algorithm:

The answer to the complaint is provided within a month.despite the method of filing (, personal reception, Internet reception).

Sample 2020.

The structure of the document does not imply a clear plan of the presentation. The text must contain substantial information on the case:

1. Name of competent authority (name, position):
   • legal address;
   • means of communication.
2. Personal information about the applicant:
   • place of registration;
   • contact phone number, email.
3. Name - "Complaint" (complaint).
4. Information about the violator (route driver).
5. Appendier, signs and qualifications (regulatory justification).
6. Circumstances of acting.
7. Availability of witnesses.
8. Requirement (offer).
9. Applications.
10. Date of preparation.
11. Personal signature (with decoding).

3. Personal reception in the Department (Sadovo Street - Samochny, House No. 1, Cabinet number 715. Mode of working with the population: two days a month.

3. Application for e-mailbox [Email Protected]

4. Return yourself to the Office.

To the administration of the municipality

The victim is entitled to contact the local bus. You can do this in several ways:

• take advantage of the electronic box of the municipality;
• personal visit of the institution;
• official site of the city (mayor): A questionnaire of filling is usually installed.

In the structure of the administration, there is a department for working with citizens, where the appeal is received. Further questions are solved in consultation with the specialists of the transport sector.
Having studied, an objective "dry" is compiled and is provided to the applicant upon the expiration of the month in the method specified in the claim.

On the urban website

This site is designed for Muscovites. The entrance to the Internet portal is carried out after the authorization of the Personal Account carried out by entering the following content:

• personal information (FULL NAME);
• address of the active e-mailbox;
• password fiction.

• selection of category and themes;
• description of the situation on the merits;
• specify the exact location of the commitment of the unlawful act;
• contact Means;
• confirmation of the operation and sending a complaint.