Complaints concerning a request for payment
Complaint policy and procedure in Zarząd Transportu Miejskiego
Regulation of the Minister of Transport and Constructions of February 24, 2006 regarding determination of the status of shipment and complaint procedure.
A complaint can be made by a passenger who does not agree with a request for payment and is able to prove that during ticket inspection he/she has had a ticket or a document confirming the entitlement to free or discount travel.
All complaints should be submitted in writing no later than 3 months from the date of receiving a request for payment.
A complaint should contain:
Original tickets or a document confirming the entitlement to free or discount travel (or a true copy of the above documents) should be attached to a complaint.
If a complaint is made on behalf of a passenger by another person, please remember to attach the appropriate power of attorney.
If a complaint does not contain the above information or documents, the passenger will have to deliver them within 14 days. Then, as the date of submitting the complaint shall be the date of receiving the missing information or documents.
A complaint can be submitted:
Zarząd Transportu Miejskiego
ul. Żelazna 61
Zarząd Transportu Miejskiego will consider a properly submitted complaint within 30 days from the date of its receiving and will provide a written response.
A complaint will not be consider if:
Dear Passengers! To save time and avoid additional problems, please read again Regulations on transport of passengers and hand luggage in vehicles of municipal public transport in Warsaw and Transport tariff for transport services of the municipal public transport in the City of Warsaw controlled by Zarząd Transportu Miejskiego (Warsaw Transport Authority) before submitting a complaint.
Please include as many details as possible in your complaint, which will allow us to indentify the problem. If possible, write your phone number, as it will help us to contact you if necessary. We also recommend to write a name of your bank and your bank account number to accelerate and facilitate the process of getting a refund after positive consideration of the matter.
If you have any questions or concerns, please contact Dział Windykacji (Debt recovery division)
dialing (022) 459 42 59 or (22) 459 42 63. From Monday to Friday, 8:00 AM – 4:00 PM.