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Citizen Charter

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 STANDARDS

    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 The buses those found emitting excess smoke are immediately  withdrawn from the road & put back only after necessary rectifications.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:-
                                                                                                     

S.No.

Particulars

Standard Floor buses  (Rs.)

Low Floor Non A.C.  Buses  (Rs.)

Low Floor AC  buses (Rs.)

1.

Minimum charges per  bus per day

Rs.2000/- (excluding  destination charges)

Rs.3000/- (excluding  destination charges)

Rs.8000/- (excluding  destination charges)

2.

Charges per Km.  (Garage to Garage)

40/-

60/-

75/-

3.

Destination charges  per hour

250/-

400/-

800/-

4.

Night Charges per bus  per night (between 2300 hours to 0400 hrs)

250/-

400/-

600/-

5.

Minimum cancellation  charges per bus

500/-

750/-

1000/-

6.

Services charges as  applicable

 

 

 

   
  • 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 disabled persons, 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 "http://dtc.nic.in" contains  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: -

                                                                                                             
Scindia House

Central Secretariat

Sarojini Nagar Depot

Hauz Khas Terminal

Nand Nagari

Shahdara Terminal

Delhi Gate

Nehru Place

Timar Pur

Kashmere Gate

Red Fort

Azad Pur

Peera Garhi

Raja Garden

Wazir Pur Depot

Shadi Pur Depot

Lajpat Nagar

Uttam Nagar Terml.

Mehrauli Terminal

Najafgarh Trml.

Hari Nagar Depot-I

Mangol Puri

Hasan Pur Depot

South Campus

Jamia Milia Islamia (University)

North Campus

Karol Bagh Terminal

Rohini Depot-II

Bawana Depot

JNU

Burari

Alipur (SSNC)

Seema Puri Depot

IGI Airport

  Dawarka Depot-II

Babar Pur Tarminal
Narela Terminal


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

PROCEDURE FOR PASS MAKING
  The Corporation issues monthly passes to the commuters for  its City Buses. Commuters willing to have DTC passes are required to fill up a  Form which is available for Re.1/- at all pass-sections of DTC. The requirements  for different categories of passes are as under:                                                                                                                                                

Category

Monthly Charges

Requirements


Students

Destination  & All Route Pass (Ordinary) (Non AC)

Rs.  100/-

The Form duly filled & a photo  --both attested by the institution authorities, valid ID Card and the fee receipt  issued by the Institution


All  Route (Special) (Non AC)

Rs.150/-


BPL/AAY  Family member

All  Route (Non AC)

R.500/-

BPL/AAY  Certification/ documentation issued by competent authority of GNCTD.


General  Public

All  Route Pass (Non AC) City service

Rs.  800/-

No  document required.

 

 


ALL Route Pass AC (City Service)

Rs.1000/-


Interstate (NCR) Passes on  non AC Buses



Delhi  - GGN

Rs. 1200/-


Delhi - Bahadurgarh

Rs. 960/-


Delhi - Faribabd

Rs. 1400/-


Delhi - Ghaziabad

Rs. 1400/-


Media  Persons

All  Route ( Non AC)

Rs.  100/-

Accredition Card issued by Press  Information Bureau (PIB) or Directorate of Information & Publicity  (DIP). Besides all City Service  Buses, also valid in the DTC buses bound for Ghaziabad, Gurgaon, Faridabad,  Bahadur Garh and Greater Noida.


All  Route (AC)

Rs.  200/-


Senior  Citizen (60 Years & above)

All  Route (Non AC)

Rs.  50/-

Residence proof (such as Ration  Card, Election ID Card).  For Age proof  Passport/ School Certificate/ Driving License/ Pension Book, Radiological  Report, Birth Certificate, PAN Card. (Any one)


All  Route (AC)

Rs.  150/-


Other  Disabled Persons

All  Route (Non AC)

Free

Valid proof of Residence in Delhi,  I.D. Card issued by the SDM, Disability Certificate issued by a Govt.  Hospital. {Deaf & Dumb (60 decibel), Blinds (1/60  to 6/60 -- both eyes) and Physically Handicapped (40% or above) only are  entitled. One escort is allowed to travel free with the blind}.


Blind  Disabled Persons

All  Route AC in NCTD and ordinary in satellite towns (issued to blind persons  only)



Mentally  Retarded and Mentally ill Persons

All  Route (Non AC) alongwith one attendant

Free

Valid proof of Residence in Delhi  , I.D. Card issued by the SDM, Disability Certificate issued by a Govt.  Hospital. Disability should be as defined in Personally Disabled Act, 1995.


Freedom  Fighters

All  Route ((Non AC City & Inter State)

Free

Pension Payment Order, for  receipant of pension under "Swatantra Sainik Samman" Scheme, Bank  Certificate and Valid Proof of Residence in Delhi.


War-  widows & dependents

All  Route (Non AC)

Free

Certificate issued by Ministry of  Defence & valid proof of residence in Delhi. (War-widows/dependents children of the martyrs of 1962, 1965  & 1971 War only are entitled).


National  Award Winners

All  Route (Non AC)

Free

Certificate of Award, valid proof  of residence in Delhi. (Valid  for Bharat Ratan, Padam Bhushan, Padam Vibhushan & Padam Shree only are  entitled).


International  Sports Persons

All  Route (Non AC)

Free

Certificate issued by Sports  Authority of India and host country for representing India in any event in  Asian & Olympic games. Valid proof of residence in Delhi.








 
  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: -

Name and Designation

Office

Phone No.

Secretary-cum-Commissioner  (Transport)

Office at 5/9 Under Hill Road,  Transport Department, GNCTD

23933829
  23980166
  Fax:23933069

D.T.C. Headquarters EPBX Numbers

23370236, 23370715, 23370519,  23370453, 23370078, 23370464, 23370359, 23370446, 23370460, 23379564,  23379568

D.T.C. Central complaint Cell  Numbers

1800118181  (Toll Free), 41400400 (PRI Line), 23370373, 23370374




Chairman –CUM- Managing Director

Office at DTC HQ, I.P.Estate

23379075 43508623
  23370236
  Fax:23370877

OSD to CMD

Office at DTC HQ, I.P.Estate

43508653
  23370236

Chief  Vigilance Officer

Office at DTC HQ, I.P.Estate

23379368  43508641 23370236

Chief General Manager (Admn.)

Office at DTC HQ, I.P.Estate

43508651 23370236

Financial Advisor & CAO

Office at DTC HQ, I.P.Estate

43508625 23370244 23370236

Chief General Manager (IR)/ First  Appellate Authority under RTI

Office at DTC HQ, I.P.Estate

23378190 43508639 23370236

Chief General Manager(Personnel)

Office at DTC HQ, I.P.Estate

43508640 23378875 Tele fax
  23378188

CGM (Traffic)

Office at Scindia House

23752764 23752769 to 75

Chief General Manager(Technical)

Office at DTC HQ, I.P. Estate

43508627 23370236

CGM (IT)

Office at DTC HQ, I.P.Estate

23370244 23370236

Chief General Manager(SBU)

Office at DTC SBU, Hauz Khas Bus  Terminal

26511700 26511701 26511723  26511748 26511751

Secy. DTC Board

Office at DTC HQ, I.P.Estate

43508640 23370236

Dy. Chief General Manager (Tr.) Sc.House

Office at Sc. House,

23353618, 23752769

Dy. Chief General Manager  (R&D)

Office at BBM Complex

27653136- 137 27653139 27658149

Dy.CGM(MS-I)

Office at DTC BBM Complex

27654150 27650325

Dy.CGM(MS-II)

Office at DTC Central Workshop-II,  Okhla

26810121 26811540 26811528

Dy.CGM(IR)

Office at DTC HQ, I.P. Estate

43508638

Dy. Chief General Manager (Law)

Office at I.P.Depot

43508652

Dy. Chief General Manager (Mech.)

Office at CWS-II, Okhla

26810121

Dy. Chief General Manager(Civil)

Office at I.P. Depot

43508636

Dy. Chief General  Manager(Personnel)

Office at DTC HQ, I.P.Estate

43508647

Dy.  Chief General Manager (SBU) 

Office at SBU Hauz Khas

26511699

Addl. CAO-I

Office at DTC HQ, I.P.Estate

43508639 23370236

Addl. CAO-II

Office at DTC HQ, I.P.Estate

43508645 23370236

Sr. Manager (Public Relations)

Office at DTC HQ, I.P. Estate

43508658
  23370236

Public Information Officer (PIO)  HQ

Office at Scindia House

23752769 to 75 23320694 23752765

Vigilance Officer

Office at DTC HQ, I.P. Estate

43508646 23370236

 

 

Information Technology Core Group

Dy. Chief General Manager(IT)

Office at DTC HQ, I.P.Estate

43508624
  23370236

Dy.CGM(IT)

Office at DTC HQ, I.P.Estate

43528947
  23370236

 

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

                                                           
Control Room 

Tel  No.

Central  Control Room

23370209,  23370210

East  Control Room

22593533

West  Control Room

25871250

North  Control Room

27199807

South  Control Room

26119081


 
  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.

                                                                                   

S.No.

Visiting Place

Halting Time

1.

Red Fort

45 minutes

2.

Raj Ghat (India Gate by Pass)

20 minutes

3.

Birla Mandir

30 minutes

4.

Qutab Minar

45 minutes

5.

Lotus Temple

45 minutes

6.

Humanyun’s Tomb

45 minutes

7.

Akshardham Temple (Swami
  Narain Temple)

Dropping only

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. 
  •  
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Last Updated : 17 Jul,2015