Department of Delhi Transport Corporation

Delhi Transport Corporation

Citizen Charter

THE  CHARTER 
This Charter sets out our commitment to provide a  convenient, comfortable, regular, punctual, efficient, safe, reliable and  eco-friendly bus transit system at reasonable prices benefiting the National  Capital. 
The aim is to establish an effective & active interface  with the commuters to evaluate our performance against their expectations and  take appropriate remedial measures to provide them the best possible service.

The Commuters are at the focal point of this Charter and  their maximum satisfaction is the main strategic thrust.

RELIABILITY  AND PUNCTUALITY STANDARD

We aim to make our services reliable by way of ensuring  their punctuality. We also aim at minimizing the waiting time of the commuters  at the bus stands by way of maintaing frequency on different routes as against  the actual demand. The Corporate office of the Corporation is Traffic  Department, Scindia House, Telephone No.23752769-75.

TECHNOLOGICAL  UPGRADATION

We are always keen to imbibe the latest technological  advancements indigenously & globally available in Bus Body Designs, Engine  Equipment, Technology, Systems etc. so as to be able to provide the commuters a  comfortable & efficient Bus Service.

CONTROLLING  POLLUTION
DTC is the First Transport in the country to have inducted  the CNG Buses in its City Fleet. Not only that, having replaced its entire City  Fleet with the CNG buses, the Corporation is the World's Largest Eco-friendly  CNG Fleet Operator and, thus, has the pride of its active contribution towards  cleaning up the environment of the City.

The Corporation has a full-fledged Pollution Control Cell  which is entirely dedicated to ensure that its buses plying on the roads do not  emit pollution. The buses those found emitting excess smoke are immediately  withdrawn from the road & put back only after necessary rectifications. The  telephone number of Pollution Cell has been displayed in all DTC Buses.  Any complaint/report about DTC buses found  emitting excess smoke may be telephonically lodged with the Pollution Control  Cell at Telephone No.26811540.

CUSTOMER  CARE SERVICES

• Special  Hire Service: -Apart from the normal  services, the Corporation also provides buses to the Citizen of Delhi on  Special Hire for Seminars, functions etc. 

The booking of low floor buses (A.C. & Non- A.C. has been stopped for  marriage related functions only, not for other purposes.  Besides, the booking of Spl. Hire bues is  done at corporate level i.e. Sc.House only, not at depots level.

Office to approach:-

DTC office at Sc.House, Phone No.23752770.

Prescribed rates for spl. Hire services:-

Particulars

Standard Floor buses  (Rs.)

• School Bus Service: - The school bus service of the Corporation is preferred the most by the parents of school as well as parents of school going children being the safest mode of transport. The Corporation provides the buses to schools within the territory of Delhi on Special Hire.
  • Free/Concessional Passes: - DTC also offers Free Passes to different categories of disabled persons (like blindness, low vision, leprosy cured, hearing impairment, locomotor disability, mental retardation, mental illness) , war-widows & their dependents, eminent sport personalities, Freedom Fighters etc. and concessional Passes to various categories of commuters viz. Students, Senior Citizens, Family members of BPL/AAY Card holder , Journalists, etc. 

• To meet the transport requirement of the people, DTC has the target fleet of 5500 CNG buses
• To diversity & introduce a variety of services to specific needs of different segment of society. AC, Non-AC and Standard floor buses have been provided to commutes of Delhi.
• To equip all its buses with GPS based Automatic Vehicle Tracking System in order to optimize bus availability through realistic scheduling, facilitate quick replacement of buses (in case of break-down enroute) and provide immediate help to the crew/commuters in case of an accident by an Ambulance (Stationed at Road Safety Cell, Pragati Maidan, New Delhi). Automatic Vehicle Tracking System has already been fitted on a large number of buses on experimental basis. AVTS, through Satellite Aided Monitoring, help in ensuring that the buses strictly adhere to their schedule & are stopped properly on bus-stands by the crew.
• To equip all DTC buses with Speed Control Governors to make travelling safer for commuters & other road users.
• To give the city a better look, the Corporation has constructed Bus Queue Shelters of New Design all over the City. Further, DTC Terminals, Time-Keeper Booths & other DTC establishments too are in the process of renovation.

CUSTOMER INFORMATION In order to ensure easy accessibility of the information of the commuters' use, the following facilities have been made available: -

• Route Maps are available at all pass sections for sale to the Commuters.
• Route/Time-tables: Displayed at Important Points/Terminals and time keeping booths.
• "Time Keeping-cum-Enquiry Booths": Manned with knowledgeable staff at bus Terminals to redress the problems of commuters on the spot.
• Complaint/Suggestion Book: The commuters may ask the bus conductor for the same to record their complaints/suggestions, if any.
• Central Control Room: Functions round the clock at Millennium Depot Complex. Commuters may dial 23370209, 23370210, and 23370217 to 19 to have any information about DTC services.
• DTC Call Center : Commuters can have any information about DTC's Operation from DTC's Call Center at Scindia House by dialing Telephone No. 23317600.
• DTC Website: The Website of the Corporation all vital information about its activities.
• Central Complaint Cell: The Commuters may lodge their complaints/grievances on Telephone No.1800118181, 8744073248, 23370373, 23370374.

PASS SECTIONS

With  a view to do away with the difficulties being faced by the commuters in getting  their passes made/renewed, the Corporation has computerized its pass sections.  Now, the commuters are no more required to  stand in the  long queues outside the  pass sections for the purpose. The networking of all DTC Pass Section too is in  progress. To facilitate the regular commuters of satellite-towns also, DTC is  providing concessional bus pass. The Corporation has computerized pass sections  at the following places: -

Pass Section at Jheel (East Delhi)  is the only pass section which is manually working.

PROCEDURE FOR PASS MAKING

  
The pass seekers of all above categories are required to pay a sum of Rs. 15/-  for ID Card.

IMPORTANT  TELEPHONE NUMBERS  
Important telephone numbers are given hereunder for use by  the commuters in connection with the redressal of their grievances: -

Regional Managers

Regional Manager (East) Office at Nand Nagari Depot  22599157
Regional Manager (South) Office at Vasant Vihar Depot   26152639
Regional Manager (West)  Office at Mayapuri Depot  28113525
Regional Manager (North)   Office at Subash Place Depot  27198567

Control Rooms

  
We also  conduct Delhi Sight Seeing Tours (Delhi Darshan) daily with AC Bus from Scindia  House.  The fare is Rs.200/- for adult  and Rs.100/- for the children between the age of 5- 12 years.  However, the children are not entitled for  set in the bus.  The Delhi Darshan ticket  remains valid in all City Services on the pattern of DTC Daily Ticket.  The time of journey is from 0915 to 17.45  hrs.

The Tourist  bus starts from DTC Office Scindia House then pick-up tourists from Information  Kiosk of Delhi Tourism Baba Kharak Singh Marg and thereafter from ITDC Office  at Janpath for onward journey to the tourist places as per the following  program.

Visiting Place

The following  route is followed for site seeing Tour:-
Delhi Gate,  Shanti Van, Tilak Marg, Akbar Road, Sansad Marg, Shanti Path, Siri Aurbindo  Marg, Press Enclave Road, Outer Ring Road (Nehru Place), Modi Floor Mill, Ring  Road Mathura Road, Lodhi Road, Pragati Maidan, Nizamuddin Yamuna Bridge, Laxmi  Nagar, DDU Marg & Connaught Place. 

Note:- For Reservation and Enquiry, please contact on phone No.2375769-75 Extn.244, Delhi  Darshan counter, Scindia House, Connaught Place.

Citizen  (Public) Greivances Redressal Mechanism

• It  is also added that HODs of DTC hear the grievances of citizens/ public from  11.00 to 13.00 hrs. Daily and in their absence, next subordinate officer hears  the grievances and take appropriate action.

• A  complaint cell is set up in Central Control Room, Millennium Depot complex, New  Delhi in which the complaints/grievances of public are being lodged/ registered  round the clock.  After receiving the  complains, necessary action is taken and intimated to the complains/aggrieved. 

• For  attaining grievances/ complaints registered at PGCRAMS and NHRC, a Nodal  Officer has been nominated who receives the public grievances/ complaints and  forward it to the concerned departments for getting reply within prescribed  time limit.