How to File a UPSRTC Complaint
UPSRTC accepts complaints through multiple channels — online portal, mobile app, phone, and in-person. Choose the method that works best for your situation.
Method 1: Online Portal
- Visit onlineupsrtc.co.in and log in.
- Navigate to Feedback / Complaint section.
- Select the complaint category: Service Quality / Staff Behaviour / Booking Issue / Refund / Other.
- Enter your complaint details, journey date, route, and bus number if available.
- Submit the form. You receive a complaint reference number — save this.
Method 2: UP-RAAHI App
- Open the UP-RAAHI app and go to Help & Support.
- Tap Raise Complaint.
- Fill in the complaint form and submit.
- Track status under My Complaints.
Method 3: Phone
Call the UPSRTC helpline and register your complaint verbally. The agent provides a reference number. Note it immediately.
Method 4: In-Person
Visit the complaint desk at any major UPSRTC bus stand. Write your complaint on the register. Ask for a receipt with the complaint number.
How to Report a Lost Item on a UPSRTC Bus
- Act quickly — call the UPSRTC helpline within 1–2 hours of realising the item is missing.
- Provide the following details: journey date and time, boarding stop, destination stop, bus route number or bus number (visible on ticket), and description of the lost item.
- The helpline contacts the depot to which that bus returns.
- If the item is recovered, you are notified and can collect it from the designated depot or bus stand.
Honest note: Recovery rates depend on how soon you report and the specific bus/route. Acting within 2 hours gives the best chance of recovery.
How to Track a Complaint
- Log in to the portal or app.
- Go to My Complaints section.
- Enter your complaint reference number to see the current status.
- Typical resolution time is 3–7 working days for service complaints, up to 14 days for refund complaints.
How to Escalate an Unresolved Complaint
If your complaint is not resolved within the stated timeline:
- Call the helpline again with your original reference number and ask to escalate to the Regional Manager.
- Tweet the official UPSRTC handle on X (Twitter): @upsrtc_official — public escalation often gets faster responses.
- For serious issues (accident, assault, fraud), file a complaint directly at the nearest police station alongside the UPSRTC complaint.
Complaints You Can File
- Rude or misbehaving staff (driver or conductor)
- Bus arriving late or not arriving at all
- Overcharging or refusal to issue ticket
- AC not working on AC category bus
- Cleanliness issues on bus or at bus stand
- Booking portal technical issues
- Refund not received after cancellation
- Lost luggage or personal items
Frequently Asked Questions
How long does UPSRTC take to resolve complaints?
Most service complaints are addressed within 3–7 working days. Refund-related complaints can take up to 14 working days. Escalated complaints at regional manager level typically resolve within 48–72 hours.
Can I file a complaint anonymously?
No. UPSRTC requires your name, mobile number, and journey details to process a complaint. Anonymous complaints are not tracked in the system.
