Verified: 25 April 2026 01:30 am IST
Industry: Public Transport (State Road Transport Corporation)
Jurisdiction: Andhra Pradesh, India
Primary Regulator: Transport Department, Government of Andhra Pradesh
Important Safety Warning: Beware of the massive “Refund SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Passenger, your APSRTC ticket refund has failed. Please click this link or call our officer immediately to process your money.” This is a scam. Authentic APSRTC staff will never send alerts from a personal 10-digit mobile number, nor will they ask you to download screen-sharing apps or pay via personal UPI links.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (ticket refunds, bus delays, staff behavior) directly via the official APSRTC mobile app, the web portal, or by calling the 24/7 centralized customer care helplines at 149 or 0866-2570005. For immediate PwD pass queries and e-ticket support, you must use the official APSRTC “Mana Mithra” WhatsApp chatbot by sending a message to +91-9552300009. You can also email the online booking cell directly at online.support@apsrtconline.in.
Availability: The 149 helpline, WhatsApp chatbot, and online portals operate 24x7. Official Bus Station Enquiry desks and administrative offices generally operate from 10:00 AM to 5:00 PM IST.
Timeline: Standard service requests and refund initiations must be acknowledged immediately. APSRTC aims to process online refunds within 14 days and resolve standard operational grievances within 7 to 15 working days.
Source Verification: APSRTC Official Customer Care Contact Information
Level 2: Internal Escalation (Regional Manager / Chief Traffic Manager)
Who to contact: If Level 1 support fails, your refund is stalled, or your ticket is closed without a fix, you must formally escalate the issue. Submit a written complaint to the Regional Manager (RM) of your specific district or escalate to the Chief Traffic Manager (Operations) at the Corporate Office via email at ctm@apsrtc.ap.gov.in.
Timeline: Under standard administrative guidelines, the Regional or Corporate officers must address and resolve escalated ticketing and service disputes within 15 to 30 days.
Source Verification: APSRTC Corporate Escalation Directory
Level 3: Corporate Headquarters & State PGRS (Meekosam)
Authority: Do not approach MoRTH. If the regional officers reject your claim or fail to resolve the issue, you must escalate to the Vice Chairman & Managing Director (VC&MD) at RTC House, Vijayawada (vcnmd@apsrtc.ap.gov.in). Simultaneously, lodge a formal grievance on the State’s Public Grievance Redressal System (PGRS).
Portal/Contact: You must submit your grievance to the state government via the newly expanded Meekosam portal (meekosam.ap.gov.in) or by calling the central state grievance toll-free line at 1100.
Timeline: Grievances escalated to the VC&MD and the Meekosam portal are tracked with strict Service Level Agreements (SLAs), legally mandating a formal response and resolution action within 30 days.
Source Verification: Andhra Pradesh Meekosam PGRS Portal
Level 4: Consumer Court (Legal Action)
Pre-Litigation: Do not use CPGRAMS for state utilities. Unlike the statutory electricity sector, public transport service deficiencies do not require a specialized Ombudsman. If Meekosam fails, the National Consumer Helpline (NCH) via 1915 is your final pre-litigation step.
Court/Arbitration: If you are aggrieved by unrefunded tickets, severe delays, or negligence, you must file a formal complaint with the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, utilizing the e-Daakhil portal.
Timeline: You must file the case within two years from the date the cause of action (the service failure) arose.
Source Verification: National Consumer Helpline (NCH) Portal
Community Action: Is APSRTC refusing to process your cancellation refund, or are you looking for the correct template to escalate a staff misconduct issue? Reply below (do not share your passwords, bank details, or your exact PNR Numbers), and our community will point you to the right resources!