Verified: 26 April 2026 01:30 pm IST
Industry: Public Transport (State Road Transport Corporation)
Jurisdiction: Uttar Pradesh, India
Primary Regulator: Transport Department, Government of Uttar Pradesh
Important Safety Warning: Beware of the massive “Refund SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Passenger, your UPSRTC ticket refund has failed. Please click this link or call our officer immediately to process your money.” This is a scam. Authentic UPSRTC 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 UP-RAAHI mobile app, the official web portal (upsrtc.up.gov.in), or by calling the 24/7 centralized customer care toll-free helpline at 1800-180-2877. For specific online reservation and e-ticketing technical support, you must message their dedicated WhatsApp booking desk at +91-9415049606 or email them directly at online.support@upsrtc.com. General feedback can be sent to helpline@upsrtc.com.
Availability: The central 1800 helpline, WhatsApp cell, and online portals operate 24x7. Official Bus Station Enquiry desks and Depot Assistant Regional Managers (ARMs) operate during standard daytime hours.
Timeline: Standard service requests and refund initiations must be acknowledged immediately. UPSRTC aims to process online refunds within 7 to 10 working days and resolve standard operational grievances within 7 to 15 working days.
Source Verification: UPSRTC Official Customer Care Contact Information
Level 2: Internal Escalation (Assistant Regional 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 call the specific Assistant Regional Manager (ARM) of your origin/destination bus depot. If the local depot fails to resolve it, escalate directly to the Regional Manager (RM) of the specific district zone (e.g., Lucknow, Kanpur, Agra, Varanasi, Noida).
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: UPSRTC Regional Escalation Directory
Level 3: Corporate Headquarters & Jansunwai Portal (Samadhan)
Authority: If the Regional Manager rejects your claim or fails to resolve the issue, you must escalate to the Managing Director at the Corporate Head Office (Tehri Kothi, MG Marg, Lucknow). Simultaneously, lodge a formal grievance on the State’s Centralized Public Grievance Redressal System, known as Jansunwai (Samadhan).
Portal/Contact: You must submit your grievance to the state government via the Jansunwai Portal (jansunwai.up.nic.in), the dedicated Jansunwai mobile app, or by calling the central Chief Minister’s Helpline toll-free at 1076.
Timeline: Grievances escalated to the Jansunwai 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: Uttar Pradesh Jansunwai (Samadhan) Grievance Portal
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 Jansunwai 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 UPSRTC refusing to process your cancellation refund for a Janrath AC bus, or are you looking for the correct template to escalate a staff misconduct issue to the Lucknow 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!