Delhi Transport Corporation

Citizen 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.

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 optimizing frequency on different routes as against the actual demand.

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.

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. Our city fleet has over 3110 CNG buses.

 The Corporation also operates Inter State Services with diesel buses. These buses too are made to undergo Stringent Pollution Checks after regular intervals.

 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 The buses found emitting smoke are immediately withdrawn from the road & put back only after necessary rectification/s. The telephone number of its Pollution Cell has been displayed in all DTC Buses and any complaint/report about DTC buses found emitting smoke may be telephonically lodged with the Pollution Control Cell at 28892006/220.

Induction of low floor buses to facilitate disabled and senior citizens.

• Special Hire Service: -Apart from the normal services, the Corporation also provides buses to the Citizen of Delhi on Special Hire for marriage parties, picnics, etc.  
• School Bus Service: - The school bus service of the Corporation is preferred the most by the parents of school going children as 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, Residents of Resettlement Colonies, Journalists, etc.
• Commuter-Care: - With a view to be able to take better care of its commuters, the Corporation plans -

  -         To optimize its fleet strength in order to be able to meet the transportation requirements of the people. The City Fleet is targeted to be raised to 6000 CNG buses.

  -         To diversify & introduce a variety of services to cater to specific needs of different segments of society.

  -         To equip all its buses with GPS based Automatic Vehicle Tracking System in order to optimize bus availability through realistic/differential 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. Automatic Vehicle Tracking System has already been fitted on a number of buses on experimental basis. AVTS, through Satellite Aided Monitoring, will 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 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. DTC Terminals, Time-Keeper Booths & other DTC establishments too are in the process of renovation.

In order to ensure easy accessibility of the information of the commuters' use, the following facilities are available: -

-          Route Guide/Maps are available at all pass sections for sale to the Commuters.

-          Route/Time-tables: Displayed at Important Points/Terminals.

-          "Time Keeping-cum-Enquiry Booths": Manned with knowledgeable staff at Terminals to redress the problems of commuters.

-        Complaint/Suggestion Book: The commuters may ask the conductor for the same to record their complaints/suggestions.

-         Central Control Room: Functions round the clock. Commuters may dial 24351763 or 24352745 to have any information about DTC services.

-         DTC Call Center : Commuters can have any information about DTC's Operation from DTC's Call Center by dialing 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 phone no. 24351587.

PASS SECTIONS

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

The Corporation has computerized pass sections at the following places: -

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/- all pass-sections of DTC. The requirements to be fulfilled for different categories of passes are as under: -

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

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

• Dy. Chief General Manager (Traffic) 28844187

• Regional Manager (Inter State) 23378472

• Regional Manager (West) 28888049

• Regional Manager (Rural) 28888050

• Regional Manager/Dy.CGM (South) 26152639
• Regional Manager (North) 27198567,27195651
• Regional Manager (East) 22599157,22124300
• Traffic Department, Scindia House 28844192-197
• Pollution Control Cell 28892006-08
• Central Complaint Cell 24351587,9718190047
• Central Control Room 24351763, 24352745,24350378,9718190098
• Inter State Enquiry (I.S.B.T. Kashmiri Gate) 23865181, 23868836
• (I.S.B.T.Sarai Kaale Khan) 24358092
• (I.S.B.T. Anand Vihar) 22152431