Verified: 27 April 2026 01:30 pm IST
Industry: Public Transport (State Road Transport Corporation)
Jurisdiction: Odisha, India
Primary Regulator: Commerce & Transport Department, Government of Odisha
Important Safety Warning: Beware of the massive “Refund SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Passenger, your OSRTC ticket refund has failed. Please click this link or call our officer immediately to process your money.” This is a scam. Authentic OSRTC 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 OSRTC Bus Booking mobile app, the official web portal (osrtc.org), or by calling the centralized customer care toll-free helpline at 1800-345-1122. For specific online reservation and e-ticketing technical support, you must message their dedicated WhatsApp refund desk at +91-7849052205 or email them directly at complaint.osrtc@gmail.com. General technical booking queries can also be sent to helpdesk@busindia.com.
Availability: The central 1800 helpline operates from 10:00 AM to 6:00 PM IST. The WhatsApp cell and online booking portals operate 24x7. Official Bus Station Enquiry desks operate during standard daytime hours.
Timeline: Standard service requests and refund initiations must be acknowledged immediately. OSRTC aims to process online refunds within 7 Bank working days and resolve standard operational grievances within 7 to 15 working days.
Source Verification: OSRTC Official Customer Care Contact Information
Level 2: Internal Escalation (Divisional Manager / General 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 call the specific Divisional Manager (DM) of your origin/destination bus depot zone (e.g., Bhubaneswar, Berhampur, Sambalpur). If the local depot fails to resolve it, escalate directly to the General Manager (Operations/Admin) at the Corporate Head Office via email at osrtccorp@gmail.com or osrtc@nic.in.
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: OSRTC Headquarters Escalation Directory
Level 3: Corporate Headquarters & Jana Sunani Portal (e-Abhijoga)
Authority: If the General Manager rejects your claim or fails to resolve the issue, you must escalate to the Chairman cum Managing Director (CMD) at the Corporate Head Office (Paribahan Bhavan, Sachivalaya Marg, Unit-II, Bhubaneswar). Simultaneously, lodge a formal grievance on the State’s Centralized Public Grievance Redressal System, known as Jana Sunani (which replaced the older e-Abhijoga system).
Portal/Contact: You must submit your grievance to the state government via the Jana Sunani Portal (janasunani.odisha.gov.in).
Timeline: Grievances escalated to the Jana Sunani 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: Odisha Jana Sunani 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 Odisha 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 OSRTC refusing to process your cancellation refund via the app, or are you looking for the correct template to escalate a staff misconduct issue to the Bhubaneswar 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!