Verified: 26 April 2026 09:30 am IST
Industry: Public Transport (State Road Transport Corporation)
Jurisdiction: Rajasthan, India
Primary Regulator: Transport Department, Government of Rajasthan
Important Safety Warning: Beware of the massive “Refund SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Passenger, your RSRTC ticket refund has failed. Please click this link or call our officer immediately to process your money.” This is a scam. Authentic RSRTC 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 RSRTC Online mobile app, the official web portal (rsrtconline.rajasthan.gov.in), or by calling the 24/7 centralized customer care toll-free helpline at 1800-2000-103. For specific online reservation and e-ticketing technical support, you must call their dedicated booking desk at 8003491501 or 7412069719, or email them directly at helpdesk.rsrtc@rajasthan.gov.in.
Availability: The central 1800 helpline and online portals operate 24x7. Official Bus Station Enquiry desks and Depot Chief Managers operate during standard daytime hours.
Timeline: Standard service requests and refund initiations must be acknowledged immediately. RSRTC aims to process online refunds within 7 to 10 working days and resolve standard operational grievances within 7 to 15 working days.
Source Verification: RSRTC Official Customer Care Contact Information
Level 2: Internal Escalation (Chief Manager / Executive 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 Chief Manager of your origin/destination bus depot. If the local depot fails to resolve it, escalate directly to the Executive Manager (Complaint) at the Corporate Head Office via email at emcomplaint.rsrtc@rajasthan.gov.in.
Timeline: Under standard administrative guidelines, the Depot or Headquarters officers must address and resolve escalated ticketing and service disputes within 15 to 30 days.
Source Verification: RSRTC Corporate Escalation Directory
Level 3: Corporate Headquarters & Rajasthan Sampark Portal
Authority: If the Executive Manager rejects your claim or fails to resolve the issue, you must escalate to the Managing Director at the Corporate Head Office (Parivahan Marg, Chaumu House, Jaipur). Simultaneously, lodge a formal grievance on the State’s Centralized Public Grievance Redressal System, known as Rajasthan Sampark.
Portal/Contact: You must submit your grievance to the state government via the Rajasthan Sampark Portal (sampark.rajasthan.gov.in), the dedicated mobile app, or by calling the central CM Helpline toll-free at 181.
Timeline: Grievances escalated to the Rajasthan Sampark portal are tracked with strict Service Level Agreements (SLAs), legally mandating a formal investigation and a targeted resolution response within 21 to 30 working days.
Source Verification: Rajasthan Sampark Grievance Portal (CM Helpline 181)
Level 4: Consumer Court (Legal Action)
Pre-Litigation: Do not use central CPGRAMS for state utilities. Public transport service deficiencies do not require a specialized Ombudsman. If the Rajasthan Sampark portal 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 causing financial loss, or gross 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 RSRTC refusing to process your cancellation refund, or are you looking for the correct template to escalate a staff misconduct issue to the Jaipur 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!