complaints

Complaints concerning a request for payment

Complaint policy and procedure in Zarząd Transportu Miejskiego

Legal basis:

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:

• date when the complaint is made
• a name and address of a person submitting the complaint
• a request for payment number or case number
• description of the incident and circumstances justifying the complaint
• a claim with justification
• a list of attached documents
• signature of a person submitting the complaint

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:

• in Passenger Service Centers
• by sending a letter to:

Dział Windykacji
Zarząd Transportu Miejskiego
ul. Żelazna 61
00-848 Warszawa

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:

• it does not contain all necessary information to identify the person submitting the complaint
•  it is submitted after 3 months from the date of receiving a request for payment
• all missing information and documents are not delivered within 14 days from the date of the request by ZTM.

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.