Verified: 27 April 2026 09:30 am IST
Industry: Public Transport Management (Cluster Buses & Infrastructure)
Jurisdiction: Delhi NCR, India
Primary Regulator: Transport Department, Government of NCT of Delhi
Important Safety Warning: Beware of the massive “Refund SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Passenger, your One Delhi / DIMTS ticket refund has failed. Please click this link or call our officer immediately to process your money.” This is a scam. Authentic DIMTS 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, cluster bus delays, staff behavior, or parking issues) directly via the official One Delhi mobile app, the official web portal (dimts.in), or by calling the centralized customer care helplines. For general support, call 011-43090100. For specific Cluster Bus queries and disputes, call the dedicated desk at 011-41562200. You can also email the central complaint cell directly at cac@dimts.in (for cluster buses) or info@dimts.in (for general transit/parking issues).
Availability: The central helplines and One Delhi app operate during standard operational hours (9:00 AM to 4:00 PM IST for the cluster bus line, excluding second Saturdays and Gazetted holidays).
Timeline: Standard service requests and refund initiations must be acknowledged immediately. DIMTS aims to process online ticketing refunds within 7 to 10 working days and resolve standard operational grievances within 7 to 15 working days.
Source Verification: DIMTS Official Contact Directory
Level 2: Internal Escalation (General Manager / Grievance Officer)
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 to the Corporate Office. Submit a written complaint or email addressed to the Grievance Nodal Officer or the General Manager at the DIMTS Headquarters located at the 8th Floor, Block-1, Delhi Technology Park, Shastri Park, Delhi-110053.
Timeline: Under standard administrative guidelines, the Headquarters officers must address and resolve escalated ticketing and service disputes within 15 to 30 days.
Source Verification: DIMTS Headquarters Escalation Directory
Level 3: State Administration & CM Jan Sunwai Portal
Authority: If the DIMTS corporate officers reject your claim or fail to resolve the issue, you must escalate the matter to the Transport Department of the Government of NCT of Delhi.
Portal/Contact: You must submit your grievance to the Delhi Government via the integrated CM Jan Sunwai Portal (cmjansunwai.delhi.gov.in) or by calling the central CM Helpline toll-free at 1902.
Timeline: Grievances escalated to the CM Jan Sunwai portal are tracked with strict Service Level Agreements (SLAs), legally mandating a formal investigation by the Transport Department and a targeted resolution response within 15 to 30 working days.
Source Verification: Delhi CM Jan Sunwai Grievance Portal
Level 4: Consumer Court (Legal Action)
Pre-Litigation: Do not use central CPGRAMS unless the state portal completely fails to yield administrative action. Public transport service deficiencies do not require a specialized Ombudsman. The National Consumer Helpline (NCH) via 1915 is your final pre-litigation step.
Court/Arbitration: If you are aggrieved by unrefunded tickets, severe delays causing financial loss, or gross negligence on cluster buses, you must file a formal complaint with the District Consumer Disputes Redressal Commission in Delhi 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 DIMTS refusing to process your cancellation refund via the One Delhi app, or are you looking for the correct template to escalate a parking contract dispute to the Shastri Park Headquarters? Reply below (do not share your passwords, bank details, or your exact PNR Numbers), and our community will point you to the right resources!