Citizen Charter

Delhi Transport Corporation

The 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.

Reliability And Punctuality Standard

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 maintaining frequency on different routes as against the actual demand. The Corporate office of the Corporation is DTC HQ, IP Estate, New Delhi, Telephone No.+91-11-23370236 (11 lines).

Technological Upgradation

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.

Controlling Pollution
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 now has the pride of its active contribution towards cleaning up the environment of the City by inducting Electric buses also.

The buses those found emitting excess smoke are immediately withdrawn from the road & put back only after necessary rectifications.

Customer Services

  • Special Hire Service: -Apart from the normal services, the Corporation also provides buses to the Citizen of Delhi on Special Hire for Seminars, functions etc as per laid down policy. 

    The booking of low floor buses (A.C. & Non- A.C. has been stopped for marriage related functions only, not for other purposes. Besides, the booking of Spl. Hire buses is done at corporate level i.e. Sc.House only, not at depots level.

    Office to approach:-

    DTC office at Sc.House, Phone No.+91-11-23752770.

    Prescribed rates for Spl. Hire services:-

    S.No. Particulars Low Floor Non A.C. Buses (Rs.) Low Floor AC buses (Rs.)
    1. Minimum charges per bus per day Rs.3000/- (excluding detention charges) Rs.8000/- (excluding detention charges)
    2. Charges per Km. (Garage to Garage) 60/- 75/-
    3. Detention charges per hour 400/- 800/-
    4. Night Charges per bus per night (between 2300 hours to 0400 hrs) 400/- 600/-
    5. Minimum cancellation charges per bus 750/- 1000/-
    6. GST or any other Govt. tax applicable
  • School Bus Service: - The Corporation provides the buses to schools within the territory of Delhi on Special Hire as per laid down policy.
  • Free/Concessional Passes: - DTC also offers Free Passes to different categories of Divyangjan/Persons with disability (like Deaf & Dumb, Blind, Ortho, Mental Illness) , war-widows & their dependents, eminent sport personalities, Freedom Fighters etc. and concessional Passes to various categories of commuters viz. Students, Senior Citizens, Family members of AAY/PR-S Card holder , Journalists, etc. 
  • To meet the transport requirement of the people, DTC has the target fleet of 5500 CNG buses and presently 3762 buses

  • To diversity & introduce a variety of services to specific needs of different segment of society. AC, Non-AC buses have been provided to commuters of Delhi.

  • IP-CCTV, Panic Button & AVTS has been installed for Safety & Security of Commuters & Passenger Information System (PIS) in DTC Buses

  • To equip all DTC buses with Speed Control Governors to make travelling safer for commuters & other road users.

Customer Information In order to ensure easy accessibility of the information of the commuters' use, the following facilities have been made available: -

  • Route/Time-tables: Displayed at Important Points/Terminals and time keeping booths.
  • Time Keeping-cum-Enquiry Booths: Manned with knowledgeable staff at bus Terminals to redress the problems of commuters on the spot.
  • Complaint/Suggestion Book: The commuters may ask the bus conductor for the same to record their complaints/suggestions, if any.
  • Central Control Room: Functions round the clock at DTC HQs IP Estate. Commuters may dial +91-11-23370209, +91-11-23370210, and +91-11-23370217, 23370422,8744073229 to have any information about DTC services.
  • DTC Website: The Website of the Corporation may be accessed at https://dtc.delhi.gov.in
  • Central Complaint Cell: The Commuters may lodge their complaints/grievances on Telephone No.1800118181, +91-8744073248, +91-11-23370304, +91-11-23370219, Helpline-011-41400400.

Pass Sections

With a view to do away with the difficulties being faced by the commuters in getting their passes made/renewed, the Corporation has computerized its pass sections. To facilitate the regular commuters of satellite-towns also, DTC is providing concessional bus pass. The Corporation has computerized pass sections at the following places: -

Scindia House Rohini Terminal Sector 22 Sarojini Nagar Depot Hauz Khas Terminal
Nand Nagari Depot Shahdara Terminal Delhi Gate Nehru Place Terminal
Timar Pur Kashmere Gate Red Fort Azad Pur Terminal
Peera Garhi Depot Punjabi Bagh Club Terminal Wazir Pur Depot Shadi Pur Depot
Lajpat Nagar (Opp. Central Market) Uttam Nagar Terminal Mehrauli Terminal Najafgarh Terminal
Hari Nagar Depot-I Mangol Puri Q BLK Terminal Hasan Pur Depot South Campus
Jamia Milia Islamia (University) North Campus Karol Bagh Terminal Kanjhawala Depot
Sultan Puri Bawana Depot JNU Burari
Alipur (SSNC) Seema Puri Depot IGI Airport Terminal Dwarka Depot-II
Babar Pur Tarminal Narela Terminal

Pass Section at Jheel (East Delhi) is the only pass section which is manually working.

Procedure for Pass Making at Pass Section Counters

Category Monthly Charges Requirements Period of Issue Pass
Students Destination & All Route Pass (AC/Non AC) Rs. 100/- The Application Form duly filled & affixed photo --both attested by the Signatory Authority of the School/College/Institution possesing DTC Pass Code, valid ID Card and the fee receipt issued by the School/College/Institution (Located in Delhi) Same Day
All Route (Special) (AC/Non AC) Rs.150/- Same Day
AAY/PR-S Family member All Route (Non AC) R.500/- AAY Certification/ i.e. Food Security card AAY/PR-S Cards documentation issued by competent authority of GNCTD. Same Day
General All Route Pass (Non AC) City service Rs. 800/- No document required. Same Day
ALL Route Pass AC (City Service) Rs.1000/- Same Day
Interstate (NCR) Passes on non AC Buses Same Day
Delhi - GGN(Non-AC) Rs. 1500/- Same Day
Delhi - Bahadurgarh(Non-AC) Rs. 1160/- Same Day
Delhi - Faridabad(Non-AC) Rs. 1800/- Same Day
Delhi - Ghaziabad(Non-AC) Rs. 1640/- Same Day
Delhi +NCR Airport(AC/Non-AC) Rs. 1800/- Same Day
Airport Express(AC/Non-AC) Rs. 1400/- Same Day
Senior Citizen (60 Years & above) All Route (Non AC) Rs. 50/- Residence proof of Delhi (such as Ration Card / Election ID Card / Aadhar Card / Passport) for Age proof Passport/ School Certificate/ Driving License/ Pension Book/ Radiological Report/ Birth Certificate, PAN Card. (Any one) Same Day
All Route (AC/Non AC) Rs. 150/- Same Day
Media Person (PIB) All Route ( Non AC) Rs. 100/- Accreditation Card issued by Press Information Bureau (PIB). Besides all City Service Buses, also valid in the DTC buses bound for Ghaziabad, Gurgaon, Faridabad, Bahadur Garh and Greater Noida. Same Day
All Route (AC/Non AC) Rs. 200/- Same Day
Media Person (DIP) All Route (AC/Non AC) Free Directorate of Information & Publicity (DIP). Besides all City Service Buses, also valid in the DTC buses bound for Ghaziabad, Gurgaon, Faridabad, Bahadur Garh and Greater Noida. Same Day
Divyangjan (Deaf & Dumb) (FP) All Route (AC/Non AC) Free Valid proof of Residence in Delhi, Disability Certificate issued by a Govt. Hospital, Certificate/ I-Card issued by the SDM or Unique Disability ID(UDID) card issued by Department of Empowerment, Minister of Social Justice & Empowerment, Govt. of india as a valid proof of Disability Document for issuing a free bus pass to the Divyangjan/person with disability. {Deaf & Dumb (60 decibel), Blinds (1/60 to 6/60 -- both eyes) and Physically Disabled (40% or above)} only are entitled. One escort is allowed to travel free with the blind disability Should be defined is person with disabilities Act ,1995 Same Day
Divyangjan (Blind) (FP) All Route AC/Non-AC in City/NCR Service only with one attendent charged half of the adult fare (Pass issued to blind persons only) Free Same Day
Divyangjan (Ortho) (FP) All Route (AC/Non AC) Free Same Day
Divyangjan (Mental illness) (FP) All Route (AC/Non AC)along with one attendant free (Pass issued to Mental illness persons only) Free Same Day
Freedom Fighter All Route (Non AC City & NCR) along with one attendant free(Pass issued to freedom fighter only) Free Valid Proof of Residence in Delhi, Pension Payment Order, for recipient of pension under "Swatantra Sainik Samman" Scheme and Bank Certificate Same Day
Widow of Freedom Fighters All Route (Non AC City & NCR) Free Valid Proof of Residence in Delhi, Pension Payment Order, for recipient of pension under "Swatantra Sainik Samman" Scheme and Bank Certificate. Same Day
War- widows & dependents All Route (Non AC) Free Valid proof of residence in Delhi & Certificate issued by Ministry of Defence. (War-widows/dependents children of the martyrs of 1962, 1965 & 1971 War only are entitled). Same Day
National Award Winners All Route (Non AC) Free Valid proof of residence in Delhi, Certificate of Award (Bharat Ratan, Padam Bhushan, Padam Vibhushan & Padam Shree only are entitled). Same Day
International Sports Persons All Route (Non AC) Free Valid proof of residence in Delhi, Certificate issued by Sports Authority of India and host country for representing India in any event in Asian & Olympic games. Same Day
MP / MLA / Member of MCD All Route (AC/Non AC) Free MP of Delhi / MLA of Delhi / Member of MCD Identity Card. Same Day
MP / MLA's attendant All Route (AC/Non AC) Free Identification Letter from concerned MP/MLA of Delhi on his/her Letter Head with attested photo. Same Day

The pass seekers of all above categories are required to pay a sum of Rs. 15/- in addition to above fees for printed laminated pass.

All the above category passes may also be applied online at https://dtcpass.delhi.gov.in/ and pass will be issued within the following timelines: -

  • 1. e-Bus Pass shall be sent through SMS via a link on Applicant's registered Mobile No./ Email within one working day and can be viewed by clicking the link delivered through SMS on the Applicant's Mobile No./ Email.
  • 2. Conventional Bus Pass (Printed bus pass) will be generated by the system and delivered at the Applicant's residence through Speed Post within 7 working days.
  • 3. For more FAQs, please visit https://dtcpass.delhi.gov.in/

For details of Officers & Important Telephone Numbers refer the Directory in the DTC website 


We also conduct Delhi Sight Seeing Tours (Delhi Darshan) daily with AC Bus from Scindia House. The fare is Rs.200/- for adult and Rs.100/- for the children between the age of 5- 12 years. However, the children are not entitled for seat in the bus. The Delhi Darshan ticket remains valid in all City Services on the pattern of DTC Daily Ticket. The time of journey is from 0915 to 17.45 hrs.

The Tourist bus starts from DTC Office Scindia House then pick-up tourists from Information Kiosk of Delhi Tourism Baba Kharak Singh Marg and thereafter from ITDC Office at Janpath for onward journey to the tourist places as per the following program.

Visiting Place

S.No. Visiting Place Halting Time
1. Red Fort 45 minutes
2. Raj Ghat (India Gate by Pass) 20 minutes
3. Birla Mandir 30 minutes
4. Qutab Minar 45 minutes
5. Lotus Temple 45 minutes
6. Humanyun’s Tomb 45 minutes
7. Akshardham Temple (Swami 
Narain Temple)
Dropping only

The following route is followed for site seeing Tour:-
Delhi Gate, Shanti Van, Tilak Marg, Akbar Road, Sansad Marg, Shanti Path, Siri Aurbindo Marg, Press Enclave Road, Outer Ring Road (Nehru Place), Modi Floor Mill, Ring Road Mathura Road, Lodhi Road, Pragati Maidan, Nizamuddin Yamuna Bridge, Laxmi Nagar, DDU Marg & Connaught Place. 

Note:- For Reservation and Enquiry, please contact on phone No.+91-11-2375769-75 Extn.244, Delhi Darshan counter, Scindia House, Connaught Place.

Citizen (Public) Grievances Redressal Mechanism

  • It is also added that HODs of DTC hear the grievances of citizens/ public from 11.00 to 13.00 hrs. daily and in their absence, next subordinate officer hears the grievances and take appropriate action.
  • A complaint cell is set up in Central Control Room, DTC HQs, IP Estate, New Delhi in which the complaints/grievances of public are being lodged/ registered round the clock. After receiving the complaints, necessary action is taken and intimated to the complainant/aggrieved. 
  • For attending grievances registered online at PGMS, CPGRAM, LG Portals & copies received from PGC & NHRC, a Nodal Officer has been nominated who receive the grievances/ complaints and forward these to the concerned departments for the disposal of grievance/ complaint within prescribed time limit of the respective portal. 
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