Citizens' Charter


 

TSRTC is the largest passenger Bus fleet holder and is in the "Guinness Book of World Records" for this distinction.
PREAMBLE:
This charter is a commitment of TSRTC administration to:
  Provide safe, regular and reliable Bus services.
  Set and adhere notified standards for various services wherever possible.
  Ensure operation of Bus services as notified and provide requisite passenger
facilities including computerised seat reservations at major Bus Stations.
  Introduce Passenger-friendly schemes from time to time.
  Ensure courteous behaviour by its staff and crew.
  Set up a responsive and effective Grievance Redressal Machinery.
ENQUIRY AND INFORMATION
  TSRTC provides information through telephone enquiries at major bus stations.
 
TSRTC provides information on cancellation of Bus services owing to natural calamities, strikes, bundhs and also lean traffic days through media/display of information and upon enquiry at bus station.
 
TSRTC publishes time-tables region-wise with information on type of service, distance, fare, time of departure etc. and these time-tables shall be made available at all important bus stations in the regions.
TICKET ISSUE AND RESERVATIONS:
 
TSRTCprovides current booking counters to facilitate issue of tickets to the public whenever required. The working hours shall be clearly displayed at the counters.
 
TSRTC provides computerised reservations at all major Bus stations and manual reservations at other Bus stations wherever adequate demand exists.
SPECIAL AND CHARTER BUSES:

Information shall be given in advance through media for special buses pressed into operation on occasions such as festivals and fairs.
  Charter bus services will be made available on hire on requisition at rates notified for purposes like pilgrimage, marriages, leisure travel etc
CONCESSIONAL /FREE TRAVEL
  TSRTCendeavors to provide free travel/concession in fare as per the policy of the Govt. and financial viability.
PASSENGER AMENITIES
  Facilities available at the Bus Stations shall be displayed for the information of the public.
 
Facilities like booking arrangements, benches, lighting, drinking water, urinals, pay and use toilets, passenger waiting hall, stalls with eatables/beverages etc., will be generally made available at important Bus Stations as classified by TSRTC
  Efforts will be made to provide adequate parking area for vehicles of passengers on payment at important Bus Stations.
GRIEVANCE REDRESSAL
  Complaint / Suggestion book will be made available with the Conductor of Mofussil services and at all important Bus Stations classified.
 
The complaints/suggestions will be immediately acknowledged and action taken will be reported ordinarily in 15 days and before 30 days in cases where detailed enquiries are required.
 
Customer Meets will be generally organized once in three months at all Depots, where complaints/suggestions are received and redressed.
  For any enquiries/suggestions/grievances, the passengers can contact the following Officers
Bus Station Manager/ Supervisor
.....Bus Station
OR

Depot Manager
.....Depot

OR
Regional Manager
.....Region
OR

Executive Director
.....Zone

OR
VICE CHAIMAN & MANAGING DIRECTOR, TSRTC HYDERABAD
SAFETY:

TSRTC endeavours to provide safe Bus service.
 
Payment of compensation through out-of-court settlement in accident cases shall be made within 30 working days from the date of receipt of legal heir certificate and other required documents.
CLEANLINESS:
  TSRTC endeavours to provide clean buses and bus stations.
POLLUTION PREVENTION:

TSRTC endeavors to control its vehicle emissions within the permissible limits.
  All new buses procured from 2000 onwards meet "EURO-I" & "BHARAT-I" emission standards
REFUNDS:
 
As far as possible, refunds would be made across the counter provided the ticket is surrendered within a specified time limit. Such refunds can be obtained at the computerised/non-computerised counters, wherever reservations are made. In case of failure to provide bus due to unavoidable circumstances, the fare collected would be refunded including reservation fee.
 
In case of failure to provide the specified type of coach and operation of lower grade coach or failure to function air conditioning in A.C. Coach etc. appropriate amount of fare difference would be refunded.
 
In case of enroute breakdown of bus where alternative service could not be provided, the proportionate fare for untravelled portion would be refunded.
 
In case of cancellation of Advance Reservation Ticket, the fare to be refunded shall be as per the rules notified and exhibited at all the counters.
 
Refund of 50% of the fare shall be made in case of loss of Advance Reservation Ticket after satisfying that the claim is genuine.
 
Refund shall be granted in respect of torn or mutilated ticket, if the authenticity is verifiable on the basis of the particulars visible on the face of the ticket.
CO-OPERATION FROM PASSENGERS:
  TSRTC is a Govt. undertaking. Please patronize TSRTC buses and help it to serve you better.
 
Cooperation from general public is sought in maintaining cleanliness of buses and bus stations, fostering cordial relations between fellow-passengers and TSRTC staff.
FOLLOWING HELP FROM TRAVELLING PUBLIC IS SOLICITED:
  Tendering exact fare and demand correct ticket.
 
Reducing mishaps during travel by avoiding foot board travel, boarding/alighting buses in motion, traveling on the roof top of the bus.
  Do not carry prohibited articles.
  Safeguarding buses and treating them as their own property.
  By not unauthorisedly occupying seats reserved for women, handicapped, senior citizens etc
  Not carrying valuables such as jewellery, huge cash etc.
  Following "Q" system and allow passengers to alight before you board..
  Cooperating with checking officials.
  Preserving ticket till the end of journey and destroy it thereafter.
  Insisting the bus to stop at RTC canteens or authorized eating-places
  Not smoking in Buses and Bus Stations.
DISPLAY OF CITIZENS' CHARTER:
 
The Citizens' Charter shall be displayed at all Bus Stations, all Depots and all Regional Managers' offices.
 
TSRTC Web site: http://www.tgsrtc.gov.in will also carry this charter, apart from disseminating useful information about TSRTC and its services to the browsers.
CITIZEN'S FACILITIES
  To view the facilities provided to the passengers please click here.
   
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