Rules of submitting a complaint
A passenger who does not agree with the content of the request for payment, and who can prove that during the ticket inspection he/she was in possession of a valid travel document or a document confirming his/her entitlement to a free or reduced-price ride, can file a complaint.
All complaints should be submitted in writing no later than within 3 months of receipt the request for payment.
Complaint content
1. The complaint should contain:
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the date of making the complaint,
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the full name and address of the person submitting the complaint,
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the number of the request for payment or case number,
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a description of the event and circumstances justifying the complaint,
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the claim and the grounds on which it is based,
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a list of any supporting documents,
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a signature of the person submitting the complaint.
2. Original tickets or documents confirming entitlements to a free or reduced-price ride (or certified copies of these documents) should also be attached to the complaint.
3. If someone else submits the complaint on behalf of the passenger, the relevant power of attorney must be attached.
Fees
No fees are required.
Place of submission and collection
- By e-mail to the following address: https://e-pop.wtp.waw.pl/
- ZTM Passenger Service Points
- By post to the following address:
Zarząd Transportu Miejskiego m.st. Warszawy (Warsaw Public Transport Authority)
Dział Windykacji (Debt Collection Department)
ul. Grochowska 316/320
03-839 Warszawa
Entity in charge
Zarząd Transportu Miejskiego m.st. Warszawy (Warsaw Public Transport Authority)
ul. Grochowska 316/320
03-839 Warszawa
Deadline for response
The Public Transport Authority will consider a duly submitted complaint within 30 of receipt and will provide a written response.
In case the complaint does not contain the above-mentioned data, the passenger will be asked to provide the missing information within 14 days. In that event, the date of receipt of the supplemented complaint will be treated as the date of submitting the complaint.
Any letters which:
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do not contain sufficient data to identify the person submitting the complaint;
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are submitted after expiry of the 3-month period from the date of receipt of the request for payment;
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their formal defects are not removed within 14 days from the date of the ZTM’s request to remove such defects shall not be considered.