Where to complain about public transport in the Moscow region

State Unitary Enterprise "Mosgortrans" is a large state-owned enterprise that provides urban and suburban transportation in Moscow and partly in the Moscow region. At the moment, its structure includes 23 branches, a tram department and 10 fleets of buses and trolleybuses. On the balance sheet of Mosgortrans there are more than 8.5 thousand units of ground transport, which serve 30 thousand of its employees. However, not all passengers are satisfied with the quality of the services provided. And, if you find yourself in such a situation, it is better to immediately complain to the organization, choosing the most convenient and accessible way to submit such a complaint.

Grounds for filing a complaint

The current rules for using transport in Moscow provide responsibilities not only for passengers, but also for carriers (How to complain about a transport company). In this regard, a consumer who has encountered a violation of the law or infringement of his rights when using the services of Mosgortrans should not ignore the current situation, especially since this is the only way to prevent its recurrence. To obtain an apology or monetary compensation, you should immediately contact the company management, notifying them of the incident. In particular, this should be done if:

• the bus did not move according to schedule or the flight was cancelled. Not all drivers (How to complain about a bus driver) strictly follow the approved schedule, which significantly affects the quality of service. Therefore, if the bus did not move according to schedule, it is appropriate to file a complaint with Mosgortrans. This way, at least, the company’s management will be able to find out that there are problems and shortcomings on a certain route that should be eliminated as soon as possible;
• The driver grossly violated traffic rules. Failure to comply with traffic rules can lead to serious consequences, which means that passengers and other road users should not ignore such behavior of transport company employees;
• the driver behaved incorrectly and provocatively (smoked on the bus, refused to stop in the designated place, etc.);
• the bus or tram is completely unsanitary;
• the passenger was denied a discounted fare without good reason.

Important! Even the owners of other cars that became participants in the incident or witnessed it can complain about the Mosgortrans driver’s failure to comply with traffic rules.

Pothole in the road

There are far fewer potholes in the capital than in other cities of the country, but it would be naive to call Moscow roads absolutely safe.
There are far fewer potholes in the capital than in other cities of the country, but it would be naive to call Moscow roads absolutely safe.

There is a similar resource of the same wide profile, but already independent. The Angry Citizen portal characterizes itself as an online project for solving problems and fighting injustice. The set of topics in it differs from “Our City”, but also contains many useful sections for motorists. The principle of appeals is the same: a description of the complaint, the ability to attach photos, notifications about the progress of the decision by email. There is no need to worry about ensuring that the application reaches the right authority - the site sends it to the correct addressee automatically. By the way, the portal operates throughout Russia.

Some questions can be resolved through the electronic reception on the Moscow Transport website. True, he is mostly responsible for public transport, but there are blocks of topics devoted to the organization of traffic, the maintenance of the road network, and parking space.

You can also complain directly.

How to prepare

In order for the complaint to be considered as quickly as possible and the applicant’s demands to be satisfied in full, when filing it, it is important to indicate information that will help the management of the enterprise understand the incident and understand how justified and legal the applicant’s claims are. To do this, depending on the nature of the request, the document should indicate:

• your personal and contact information;
• Full name of the employee whose actions the applicant is dissatisfied with;
• vehicle registration number;
• number of the route along which the trip was carried out;
• place (address or landmark), time and circumstances of the incident;
• photographs or videos confirming the fact of violations;
• contact details of citizens who witnessed the incident, etc.

In order to be able to prove that an employee of a transport company behaved inappropriately or violated the current law, the police should be called to the scene of the incident (How to complain to the police), who are obliged to record this fact. In addition, it would be a good idea to exchange contact information with other victims or witnesses of the incident who will be ready to confirm the information submitted by the applicant in the appeal.

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 complain

Citizens can contact the transport organization:

• by calling the contact center;
• to the office of the main office;
• by mail;
• by fax;
• online via the feedback form.

Important! The management of Mosgortrans will respond faster to a complaint if it is collective (i.e., filed by a group of people).

If the claim is submitted in writing, then when drawing it up you should adhere to certain recommendations regulated by the norms of the current law. For these purposes you can use a sample

Call the contact center

If the applicant wants to file a complaint as quickly as possible and does not count on moral or material compensation from Mosgortrans (due to the fact that the violation is insignificant), he can call:

• 8;
• 3240 (MTS, Tele2, Megafon, Beeline).

When talking with a customer support employee, you should explain what caused the dissatisfaction, what, in the applicant’s opinion, norms of the law were violated when organizing the transportation of passengers, and indicate information by which it will be possible to identify the participants in the incident (for example, route number, address where there is no transport schedules, etc.). The customer support service should be contacted even if a citizen wants to make a written complaint, but does not know how to submit it to Mosgortrans (for example, he does not know what the company’s postal address is).

Attention! The telephone application may be “lost” and then it will be difficult for the applicant to prove the fact of its submission.

Head office office

The applicant can bring the complaint in writing to the office of the main office of the transport company in Moscow, which is open to visitors from Monday to Thursday from 8.00 to 17.00, and on Friday until 15.45. At the same time, it must be registered by the responsible employee of Mosgortrans and accepted for work by the relevant department.

The main office is located at the address: Raushskaya embankment, building 22/21, building 1. In addition, the document can be brought to any branch of Mosgortrans.

If the applicant plans to transfer materials to the organization (photography, audio recording, etc.) confirming the fact of violations by its employees, then it is worth making an inventory of them, attaching such a document to the claim.

By mail

In order not to waste time on a visit to the Mosgortrans office, a citizen can submit an appeal by mail, for which it is better to use a notification letter (due to this, it will be possible to find out whether the correspondence was received by the addressee and when this happened).

It will also be possible to include additional materials in the envelope if the total weight of the letter meets the maximum limit established for such items.

The document should be sent to the address: 115035, Moscow, Raushskaya embankment, building 22/21 building 1.

Fax

If a citizen does not plan to submit additional materials, and the text of his complaint is relatively small and fits on one standard sheet of paper, he can fax it to 8 (495) 951-38-27.

To make sure that the request has been accepted by Mosgortrans, you can call the customer support service, where you can also find out under what number it was registered as incoming correspondence.

Online via the feedback form

On the website of a transport company, you can quickly make an online complaint about the actions of its employees by filling out the form on the page dt-window.mos.ru/feedback/?iframe=1. This method of filing is relevant only for individuals, since if the applicant wants to complain as a legal entity, he is required to draw up a document in writing on his company’s letterhead.

Important! Correspondence addressed to subordinate organizations of the Department of Transport is not accepted through the online form.

In order for an online complaint to be accepted by the system and considered by the recipient within the specified time period, the consumer must report:

• your status (“individual”). If you select the “legal entity” status, the system will automatically redirect the user to another page and prompt him to send an email;
• type of appeal (complaint);
• subject (transport security, ground passenger public transport, etc.);
• updated data that will make it possible to more specifically determine the topic of the appeal;
• information about the object, where the subject of the claim should be briefly described;
• circumstances of the incident, indicating its participants and the exact address of the incident. The text must be concise and consistent, and its maximum length should not exceed 1500 characters;
• user personal data;
• way of communication. In this case, you must indicate the exact address to which the company should send a written response to the registered appeal. To help the applicant fill out the form more quickly, the system will prompt the applicant to use the quick mailing address search.

You can attach up to 10 files of no more than 2 MB to your online complaint. The user should not neglect this opportunity, since the decision on his appeal will largely depend on the availability of evidence confirming the accuracy of the information he provided:

In one form, only one violation by Mosgortrans employees can be described. But at the same time, a citizen has the right to file several different complaints using the capabilities of the online service.

If the form has been completed in accordance with the established requirements, the application will be registered in the system, of which the user will be notified by the appropriate message:

He will also be provided with a link to track the current status of the request, which is best saved to make it easier to find his document.

Crosswalk

Proposals for organizing traffic can be sent to the Data Center.
If you demand change alone, most likely nothing will happen. But when there are many similar proposals, you can count on real results. Proposals for organizing traffic can be sent to the Data Center. If you demand change alone, most likely nothing will happen. But when there are many similar proposals, you can count on real results.

Potholes on the road

Road workers are responsible for eliminating potholes and other defects, but you, as an applicant, do not need to look for those responsible for a specific street. The appeal should be sent to the State Traffic Safety Inspectorate (works for any region of Russia) or to the Association of Administrative and Technical Inspections (OATI) of Moscow. There is also a non-profit private resource for accepting applications from all over the country “RosYama”. His complaints are also sent to the traffic police. You can also write to the traffic police about improperly marked repair work.

Asphalt defects in Moscow are usually corrected within a few days from the moment the complaint is filed. There is no need to measure them and make sure that they comply with GOST. If you feel the full depth of the hole in your car, then it is unlikely to fit within the permitted limits.

Faulty traffic lights, unreadable road signs

Many people believe that they should complain about faulty road infrastructure to the traffic police. This is a mistake: the traffic inspectorate does not install and adjust them. The hotline of the capital's Traffic Management Center (TCOC) is available for inquiries. This is the fastest way to convey information to those who will check it.

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).

Rights and responsibilities of a traffic police officer

The list of rights and responsibilities of a traffic police officer is recorded in the administrative regulations of the Ministry of Internal Affairs. The inspector may:

• stop moving cars;
• check documents;
• draw up a protocol on an administrative offense;
• make a decision to hold the citizen accountable.

A traffic police representative may ask the driver to leave the car or open the trunk. However, this is possible if the inspector suspects that there are technical faults in the car or that the driver is intoxicated. It is pointless to complain about such requests from representatives of authorized bodies. All of the above circumstances are the result of a subjective assessment of traffic police officers.

If there are circumstances that serve as a reason for detention, a representative of the authorized body has the right to escort the offender to the office premises or territorial police unit to make a final decision.

A citizen may be accompanied or sent to a place for medical examination to determine the presence of alcohol or drugs in the body. Inspectors can use photo, video and audio equipment, as well as information systems, to supervise traffic.

If an urgent situation arises, the inspector can use a vehicle that belongs to state, municipal authorities, public associations and organizations. In exceptional cases, it is possible to confiscate cars whose owners are individuals. This is done to immediately stop crimes. The exception is cars that belong to diplomatic representatives and consulates of foreign states.

Employees of the State Traffic Inspectorate also have a number of responsibilities. They have to:

1. Know the constitution and other current regulations.
2. Do not violate the rights of traffic participants.
3. Immediately arrive at the scene of a crime or accident, eliminate security threats, document the circumstances of the violation and ensure the safety of traces of the crime.
4. Provide first aid if people have been injured in an accident and the ambulance has not yet arrived.
5. Find out the circumstances of offenses committed in transport and traffic, and also take measures within the framework of their powers to prevent crime.
6. Ensure, within the limits of competence, the safety of citizens and public order.
7. Take measures in emergency situations to save citizens.
8. Take part in the search for persons who committed a crime.
9. Seize documents from citizens that show signs of falsification.
10. Notify authorized bodies of each case of inducement to commit a corruption offense.

Road inspectors have other rights and have responsibilities enshrined in Chapter No. 3 of February 7, 2011 of the Law “On the Police”.

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).

Claim for illegal drawing up of protocol

The general form for filing a complaint against a traffic police officer is identical, regardless of the situation. However, the specifics when filling out documents may change. So, if a traffic police officer illegally drew up a protocol, the text of the appeal will have to indicate the document number, as well as describe in detail all the nuances of what happened, referring to the norms of the current legislation. At the end of the application, you will need to state the requirements and provide links to papers that serve as evidence.

Complaints against a traffic police officer for illegally drawing up a protocol can be found here.

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.