Verified: 27 April 2026 05:30 am IST
Industry: Public Transport (State Transport Corporation)
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 DTC ticket refund has failed. Please click this link or call our officer immediately to process your money.” This is a scam. Authentic DTC 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 One Delhi mobile app, the official WhatsApp Chatbot by messaging “Hi” to +91-8744073223, or by calling the 24/7 centralized customer care toll-free helpline at 1800-11-8181 or 011-41400400. You can also email the central complaint cell directly at ccc@dtc.nic.in or dtcpc.delhi@nic.in.
Availability: The central 1800 helpline, WhatsApp chatbot, and One Delhi app operate 24x7. Official Bus Station Enquiry desks operate during standard daytime hours.
Timeline: Standard service requests and refund initiations must be acknowledged immediately. DTC aims to process online refunds within 7 to 10 working days and resolve standard operational grievances within 7 to 15 working days.
Source Verification: DTC Official Contact Directory
Level 2: Internal Escalation (Depot Manager / Regional 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 locally. Submit a written complaint or email the specific Depot Manager (DM) of your origin/destination bus depot (e.g., Hasan Pur, Kalkaji, Rohini). If the local depot fails to resolve it, escalate directly to the Regional Manager (RM) of your specific district zone (North, South, East, or West Delhi).
Timeline: Under standard administrative guidelines, the Depot or Regional officers must address and resolve escalated ticketing and service disputes within 15 to 30 days.
Source Verification: DTC Regional Escalation Directory
Level 3: State Administration & CM Jan Sunwai Portal
Authority: If the Regional Manager rejects your claim or fails 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 newly 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, 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 DTC refusing to process your cancellation refund via the One Delhi app, or are you looking for the correct template to escalate a staff misconduct issue to the Regional Manager? Reply below (do not share your passwords, bank details, or your exact PNR Numbers), and our community will point you to the right resources!