Verified: 28 April 2026 09:30 am IST
Industry: Public Transport (State Road Transport Corporation)
Jurisdiction: Uttarakhand, India
Primary Regulator: Transport Department, Government of Uttarakhand
Important Safety Warning: Beware of the massive “Refund SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Passenger, your UTC ticket refund has failed. Please click this link or call our officer immediately to process your money.” This is a scam. Authentic UTC 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 Pathik UTC Traveller mobile app, the official web portal (utconline.uk.gov.in), or by calling the centralized customer care toll-free helpline at 1800-532-4510 or the alternate support line at 8476007605. For specific online reservation and e-ticketing technical support, you must email them directly at help.utconline@gmail.com. General inquiries can also be directed to the Dehradun ISBT Enquiry desk at 0135-2640970.
Availability: The central helplines 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. UTC aims to process online refunds within 7 to 10 working days and resolve standard operational grievances within 7 to 15 working days.
Level 2: Internal Escalation (Assistant General Manager / Divisional 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 General Manager (AGM) or Divisional Manager (DM) of your origin/destination bus depot zone (e.g., Dehradun, Kathgodam, Tanakpur). If the local division fails to resolve it, escalate directly to the General Manager (Operations) at the Corporate Headquarters (2nd Floor, Parivahan Bhawan, Kulhan, Sahastradhara Road, Dehradun - 248013).
Timeline: Under standard administrative guidelines, the Depot or Divisional officers must address and resolve escalated ticketing and service disputes within 15 to 30 days.
Level 3: State Administration & CM Helpline 1905 Portal
Authority: If the UTC corporate officers reject your claim or fail to resolve the issue, you must escalate the matter to the Transport Department of the Government of Uttarakhand via the Chief Minister’s Helpline.
Portal/Contact: You must submit your grievance to the state government via the CM Helpline Portal (cmhelpline.uk.gov.in), the CM Helpline 1905 mobile app, or by calling the central CM Grievance toll-free line at 1905.
Timeline: Grievances escalated to the state 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.
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 Uttarakhand 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.
Community Action: Is UTC refusing to process your cancellation refund via the Pathik app, or are you looking for the correct template to escalate a staff misconduct issue to the Dehradun 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!