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Dear Passengers!

To obtain a rapid response and to improve the quality of services provided by Zarząd Transportu Miejskiego (Public Transport Authority), please read the following rules concerning the process of making complaints and giving suggestions before sending them:

  • A letter sent by e-mail should contain a name and address of an applicant.
  • Responses to complaints and suggestions which meet the above requirement will be given in writing pursuant to Art. 14 § 1  of the Act of June 14, 1960 of the Administrative Code (consolidated text, Polish Journal of Laws of 2013, No. 267)
  • Pursuant to §8 of the Regulation of the Council of Ministers of January 8, 2002 on the reception and processing of complaints and requests (Polish Journal of Laws, No.5, item 46), complaints and requests which do not contain a name and address of an applicant shall be not considered by Zarząd Transportu Miejskiego. 
  • Pursuant to Art. 12 §2 of the Act of  June 14, 1960 of the Administrative Code (consolidated text, Polish Journal of Laws of 2013, No. 267), matters that do not require evidence, information or explanation are  dealt with immediately, in case of other  matters  a response shall be given within  30 days from the date on the writing.
  • Offensive e-mails will remain unanswered.
  • Personal details collected with a use of  contact form are processed in ZTM CORRESPONDANCE WITH APPLICANTS section pursuant to Art. 23 sec. 1 point 1 of the Act of August 29, 1997 on the Protection of Personal Data (consolidated text – Polish Journal of Laws of 2002, No. 101, item 926, as amended) to implement powers or fulfill obligations stipulated in Art. 63 §2 of the Act of  June 14, 1960 of the Administrative Code (consolidated text, Polish Journal of Laws of 2013, No. 267). Zarząd Transportu Miejskiego with its office in Warsaw (00-848), ul. Żelazna 61 (61 Żelazna Street) shall be a controller of the personal data.

Furthermore, to obtain a rapid and comprehensive response to questions concerning timetables, convenient connections, prices of tickets or to inform about irregularities in public transport functioning, especially those which require a rapid response on our part, we recommend using a 24-hour helpline under the Warsaw phone number 19 115 or visiting ZarząduTransportu Miejskiego website (Public Transport Authority of the capital city of Warsaw website).

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