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Address for correspondence

Response form:

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.

*/ mandatory field in the case of submitting claim, application and complaint - read below

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:

  • Grievances and claims submitted using a contact form with no first name, surname (name) and address shall be left without processing, the address is not identical to the email address.
  • Any submissions (including grievances and claims) concerning the activity of entities employed by ZTM to provide services can be addressed to those entities to be processed based on their competence.
  • Any liability for the quality of services provided, i.e. proper or improper transport provision, shall rest with the carrier (except for the cases stipulated in specific regulations). This is why they are competent to investigate a claim, i.e. initiation of any explanatory proceedings and providing an answer (Article 14, 62, 7–8 of the Transport Law of 15 November 1984 (uniform text, Journal of Laws 2017, item 1983) and § 4 of the Regulation of the Minister of Transport and Construction of 24 February 2006 on shipment status determination as well as the complaint procedure (Journal of Laws of 2006, no. 38, item 266)).

Information Clause

Please be informed that:

a) The Controller of your personal data contained in this request is Zarząd Transportu Miejskiego with its registered office at ul. Żelazna 61, 00-848 Warsaw (hereinafter referred to as “ZTM”);
b) ZTM appointed the Data Protection Officer. You can contact the Data Protection Officer via e-mail:;
c) Your personal data contained in this contact form shall be processed on the basis of your voluntary consent for the purpose of handling a case submitted in this contact form in connection with an enquiry/request/complaint/information;
d) Your personal data shall not be used for purposes other than those for which they were originally collected.

We also inform you that:
a) Personal data shall be kept by ZTM for a period necessary to achieve the above purposes specified in separate provisions of law;
b) You have the right to request access to and the right to rectify personal data if it is inaccurate or incomplete, in accordance with Article 13(2)(b) of Regulation (EU) No. 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (Official Journal EU L No. 119) (hereinafter referred to as the “GDPR”);
c) You have the right to request the deletion of data if the data are no longer necessary for the purpose for which they were collected; if the consent to the processing is withdrawn; if the objection to the processing is submitted; if the data is unlawfully processed; if the data must be deleted in order to comply with an obligation stemming from legal regulations; if the data is collected in connection with the provision of information society services to a child or if the processing of personal data is based on consent or an agreement by automated means, as provided for in Article 13(2)(b) of the GDPR;
d) You have the right to object to the processing of personal data, as provided for in Article 13(2)(b) of the GDPR;
e) You have the right to transfer the data, as provided for in Article 13(2)(b) of the GDPR;
f) You have the right to demand that the processing of the data be restricted if the data subject disputes its veracity; if the data is unlawfully processed and the data subject objects to its erasure, demanding instead a restriction; if the controller no longer needs the data for its purposes, but the data subject needs them to defend himself/herself or to pursue a claim; if an objection has been lodged, until it has been established whether legally valid grounds on the part of the controller take precedence over the grounds for objection, in accordance with Article 13(2)(b) of the GDPR;
g) You have the right to withdraw your consent to the processing of data by Zarząd Transportu Miejskiego at any time, in accordance with Article 13(2)(c) of the GDPR, whereby the withdrawal of consent shall not affect any processing carried out on the basis of the consent prior to its withdrawal, in accordance with Article 14(2)(d) of the GDPR;
h) You have the right to lodge a complaint with the supervisory authority competent for the protection of personal data in accordance with Article 13(2)(d) of the GDPR;
i) The provision of personal data is voluntary, but it is necessary to conduct correspondence related to the enquiry/request/complaint/information submitted in this contact form;
j) The Provision of personal data shall not be subject to automated processing which could affect your legal position or otherwise affect your rights and obligations.

Such requests may be submitted in writing to the address of the Personal Data Controller: Zarząd Transportu Miejskiego, ul. Żelazna 61, 00-848 Warsaw or by e-mail:

Trusted Profile

In order to protect the personal data processed by the Public Transport Authority, we kindly ask you to use the trusted profile in electronic communication regarding matters connected with sensitive data in particular (e.g. inquiries about the debt status).

Trusted profile is a free tool that allows you to confirm your identity on-line (it functions as an electronic signature). You can easily, quickly and safely send applications on various official portals with it.

A trusted profile can be established:

- on-line

  • through a bank account
  • through a qualified certificate

- at a confirmation point

  • confirmation points are various offices and banks. The application for establishing a trusted profile is sent via the Internet, and you confirm your data in person at any confirmation point (also abroad).

Detailed information on the issues related to trusted profile can be found on the website of the Ministry of Digital Affairs.


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