RTI for RSRTC — Rajasthan State Road Transport Corporation Bus Service, Accident and Consumer Complaint Records

Rajasthan State Road Transport Corporation (RSRTC) operates one of India's largest state bus networks, connecting more than 50,000 villages, towns, and cities across a state that spans desert plains, the Aravalli range, and the international border with Pakistan. For millions of daily commuters in Rajasthan — from residents of Jaipur and Jodhpur to passengers in remote hamlets of Barmer and Jaisalmer — RSRTC buses are the primary mode of affordable, long-distance public transport. Yet complaints about overcharging conductors, cancelled routes, poor fleet maintenance, and inadequate accident compensation have persisted alongside the network's growth. The Right to Information Act, 2005 gives every citizen a direct legal tool to access records, hold the corporation accountable, and move complaints beyond the front desk of the nearest depot. This guide explains precisely what information RTI can obtain from RSRTC, which office to approach, how to draft and file your application, and how to navigate the appeal process up to the Rajasthan State Information Commission (RSIC).

RSRTC as a Public Authority: Why RTI Applies

RSRTC was established under the Road Transport Corporations Act, 1950 and is owned entirely by the Government of Rajasthan. Under Section 2(h) of the RTI Act, 2005, any body owned, controlled, or substantially financed by a State Government — or constituted under a State law — is a "public authority" and is legally bound to respond to RTI applications. RSRTC satisfies all three criteria: it was constituted under a central statute as operationalised by the state government, is fully state-owned, and receives equity infusion, grants, and budgetary support from the Rajasthan exchequer. RSRTC must therefore designate a Central Public Information Officer (CPIO), respond to RTI applications within 30 days of receipt under Section 7(1) of the RTI Act, and maintain a First Appellate Authority (FAA) to hear appeals. Non-response within 30 days constitutes a deemed refusal under the Act, giving the applicant an immediate right of appeal.

RSRTC's Network: Routes, Geography, and Operational Scale

Understanding the geography of RSRTC's network helps applicants frame route-related RTI questions precisely.

Core city-to-city routes: RSRTC operates high-frequency Express, Deluxe, and Volvo AC services connecting Rajasthan's six largest cities — Jaipur, Jodhpur, Udaipur, Bikaner, Ajmer, and Kota — with each other. These corridors carry the highest passenger volume and operate multiple services per hour during peak times. The Jaipur–Ajmer corridor (approximately 135 km) is one of the busiest in the state, with ordinary and Deluxe services supplemented by Volvo AC coaches. The Jaipur–Jodhpur corridor (around 340 km) and Jaipur–Udaipur corridor (around 400 km) are served by overnight and day Volvo and Deluxe services.

Desert routes in western Rajasthan: RSRTC's most geographically demanding routes traverse the Thar Desert. In Barmer district, buses link the district headquarters with tehsil towns such as Sheo, Chohtan, Ramsar, Dhorimanna, and border-proximate settlements near the India–Pakistan boundary. In Jaisalmer district, routes connect Jaisalmer city with Pokaran, Ramgarh, Sam, Fatehgarh, and other remote points in the desert. These routes often operate under extreme summer heat (temperatures exceeding 50°C in May and June), and reliable schedule adherence is critical for passengers who have no alternative transport options. Cancellation records, frequency data, and fleet allocation data for these routes are exactly the kind of operational information RTI can extract from RSRTC's Traffic and Operations department.

Hill station routes to Mount Abu: RSRTC operates services to Mount Abu in Sirohi district, Rajasthan's only hill station. Routes from Sirohi, Abu Road, and direct services from Udaipur and Jodhpur traverse the Aravalli foothills and require buses with appropriate engine specifications and driver certification for mountain driving. RTI can obtain route timetables, the service type authorised for hill routes, and maintenance schedules applicable to buses operating in these conditions.

Inter-state routes: RSRTC operates services to neighbouring states including Delhi, Haryana, Uttar Pradesh, Gujarat, Madhya Pradesh, and Punjab under joint permit arrangements with the respective state transport corporations. For inter-state routes, RTI to RSRTC covers the Rajasthan corporation's share of operations; for the co-operating state corporation's records, a separate RTI application is required.

What RTI Can Obtain from RSRTC

Bus Route and Timetable Information

RSRTC's Traffic and Operations department maintains the master timetable for all routes across all depots and divisions. RTI can obtain:

• The current timetable for any route number or origin–destination pair, including all departure timings, service types (ordinary, Express, Deluxe, Volvo AC), and days of operation
• The number of scheduled trips per day and per week on any route
• Records of route cancellations, suspensions, or curtailments for a specified period, and the reason recorded by the depot manager or Traffic Superintendent for each cancellation
• Whether a route has been de-notified, amalgamated with another route, or had its frequency reduced — and the date of and authority for such changes
• The names and distances of all stops on a specified route, and whether any stops have been added or removed during a specified period

This category of information is entirely administrative and operational. None of it falls within any exemption under Section 8 of the RTI Act. RSRTC cannot refuse route timetable information on any valid legal ground.

Accident Compensation and Ex Gratia Payment Records

Accidents involving RSRTC buses are a persistent source of grievance for affected passengers and their families. When a bus accident occurs, RSRTC is required to conduct an internal inquiry, register the case, and process ex gratia payments or coordinate with insurance for compensation. These records are RTI-accessible.

Specific information to request:

• The accident case number and registration details for a specific incident — date, route, bus registration number, and location
• The names and designations of crew members (driver and conductor) on duty at the time of the accident, and whether any disciplinary or suspension action was taken against them after the inquiry
• The composition, terms of reference, and findings of the accident inquiry committee convened for a specific accident
• Whether an ex gratia payment was sanctioned for a named victim or legal heir — the quantum of payment, the date of sanction, the sanctioning authority, and the date of actual disbursement
• The total ex gratia payments made by RSRTC to accident victims during a specified financial year
• Whether the matter was referred to the Motor Accidents Claims Tribunal (MACT) by RSRTC, and the current status of such proceedings

Accident inquiry reports and ex gratia records are administrative documents held in RSRTC's insurance or welfare division. They are not protected by any exemption in the RTI Act and must be disclosed. If a family has been waiting months for compensation with no official update, an RTI application forcing RSRTC to state in writing whether a claim is registered, being processed, or has been rejected is an effective step toward accountability.

Employee Misconduct and Conductor Overcharging Records

Conductor overcharging — collecting excess fare and issuing no ticket or a ticket for a lesser amount — is among the most common passenger complaints against RSRTC. Passengers who have filed complaints with the depot manager, Vigilance Cell, or through RSRTC's consumer grievance mechanism can use RTI to establish what action was taken.

RTI can obtain:

• Confirmation that a specific complaint was received by the depot or vigilance cell, the complaint registration number, and the date of registration
• The Action Taken Report (ATR) prepared on the complaint — which officer investigated it, on what dates, and what evidence was collected
• Whether the conductor or crew member concerned was charge-sheeted, suspended, warned, or exonerated — and the order passed by the inquiry officer
• Aggregated data on the total number of overcharging complaints received by RSRTC (or a specific depot) during a financial year, and the number resulting in disciplinary action, dismissal, or exoneration

These records fall squarely within the category of public interest accountability information. RSRTC cannot invoke Section 8(1)(j) (personal privacy) to withhold the outcome of a disciplinary proceeding against a public servant in matters relating to the exercise of public duty. The Supreme Court of India and the Central Information Commission have consistently held that information concerning a public servant's conduct in the discharge of official duties is not protected by the privacy exemption.

Fleet Maintenance and Roadworthiness Records

Fleet maintenance records are particularly relevant in the aftermath of an accident attributable to mechanical failure, or in situations where passengers observe visibly defective buses being deployed on routes. RTI can access:

• The total fleet strength of RSRTC, categorised by service type and depot or division
• The number of buses off-road (under repair, maintenance, or breakdown) on a specific date or as an average during a financial year
• The prescribed maintenance schedule or maintenance policy in force for ordinary/express buses and for Volvo/AC buses — covering scheduled service intervals in kilometres or months
• The maintenance log for a specific bus (identified by registration number), including the dates and nature of maintenance carried out and any defects recorded
• The number of buses condemned or decommissioned during a financial year, the criteria for condemnation, and the total scrap value realised

Financial and Operational Data

As a public sector undertaking, RSRTC publishes annual reports and audited financial statements. These documents are public records. RTI can obtain certified copies of, or information extracted from, the following:

• Annual Report and audited balance sheet for specified financial years
• Revenue receipts, operating costs, employee wage bill, and fuel expenditure for specified financial years
• The total subsidy or grants received from the Government of Rajasthan during specified financial years
• Details of procurement tenders — bus purchases, tyre procurement, fuel supply agreements — including tender notice numbers, tender amounts, and winning bidder details for specified periods

How to File an RTI Application with RSRTC

Identify the Correct CPIO

RSRTC is organised into headquarters, divisional offices, and depot-level units. The CPIO at RSRTC headquarters in Jaipur (Sindhi Camp Bus Stand Area, Jaipur – 302006) is the appropriate authority for policy-level questions, corporation-wide statistics, and matters not clearly assigned to a specific depot or division. For depot-specific records — such as a complaint filed at a particular depot or an accident inquiry conducted at divisional level — the CPIO may be the Depot Manager or Divisional Controller at the concerned divisional headquarters. If you are unsure of the correct CPIO, address the application to the CPIO at RSRTC headquarters; under Section 6(3) of the RTI Act, the receiving CPIO must transfer the application to the correct authority within five days and inform you of the transfer.

Filing Online

RSRTC is a state public sector undertaking. Many applicants use the Central Government's RTI Online portal at rtionline.gov.in for filing RTI applications. Alternatively, the Rajasthan state RTI portal at rti.rajasthan.gov.in may also be available for state PSUs — check whether RSRTC is listed as a recipient on that portal at the time of filing. Online filing is the most efficient method: it provides an automatic acknowledgement with application number, a digital record of receipt, and an online tracking facility. The ₹10 fee is payable electronically.

Filing by Post

Send your application by registered post or speed post to the CPIO at RSRTC headquarters. Enclose a crossed Indian Postal Order (IPO) for ₹10 drawn in favour of "Accounts Officer, RSRTC" (verify the exact payee designation with RSRTC's published RTI rules before issuing the IPO). BPL cardholders are exempt from the fee — attach a self-attested copy of the BPL card. Retain the postal receipt as proof of dispatch and obtain a delivery confirmation. The 30-day response clock begins from the date of receipt at the CPIO's office.

Drafting the Application

Keep the application factual, specific, and brief. Identify each question with a number. For route queries, specify the route number or origin–destination pair. For accident queries, provide the date, location, and bus registration number if known. For complaint ATR queries, provide the date of the original complaint and any reference number. Avoid asking for opinions, recommendations, or action on your complaint — RTI is only for existing, recorded information. Use the sample draft above as a template.

The Appeal Process

First Appeal under Section 19(1)

If the CPIO does not respond within 30 days of receipt (or 48 hours for life/liberty matters), or if the response is incomplete or wrongly refused, file a First Appeal with the First Appellate Authority (FAA) designated by RSRTC — typically an officer senior to the CPIO, such as a General Manager or Director. The First Appeal must be filed within 30 days of the date of the CPIO's decision or the expiry of the 30-day period, whichever is applicable. There is no fee. Attach your RTI application, proof of delivery, and the CPIO's response if any. The FAA must decide within 30 days (extendable to 45 days with written reasons).

Second Appeal under Section 19(3) — Rajasthan State Information Commission

If the FAA also fails to provide a satisfactory response, file a Second Appeal before the Rajasthan State Information Commission (RSIC) under Section 19(3) of the RTI Act. The RSIC is the correct forum — not the Central Information Commission (CIC). RSRTC is a state public authority and the CIC has no jurisdiction over it. The Second Appeal must be filed within 90 days of the FAA's decision or the expiry of the FAA's period; the RSIC has discretion to condone delay on sufficient cause. The RSIC can direct disclosure of withheld information, impose a penalty of ₹250 per day (up to ₹25,000) on the CPIO under Section 20 of the RTI Act, and recommend departmental disciplinary action.

Practical Tips for RSRTC RTI Applicants

Accident victims and families: If RSRTC's crew was at fault and you have received no official update on the ex gratia claim, an RTI application is a powerful intervention. Ask specifically whether the accident was registered, whether an inquiry committee was constituted, whether the crew was found at fault, and what ex gratia amount has been sanctioned. A written RSRTC response admitting the accident and confirming crew fault is valuable evidence for a Motor Accidents Claims Tribunal (MACT) proceeding.

Passengers with overcharging complaints: Many passengers file oral complaints that are not registered. If you filed a written complaint — at the depot, through the helpline, or by post — and received no feedback, an RTI asking for the complaint registration number, the ATR, and the disciplinary outcome creates official accountability. If the CPIO responds that no such complaint was registered, that response itself is useful as evidence when escalating to the District Collector, the Rajasthan Consumer Forum, or the RSIC's consumer grievance mechanism.

Route-dependent commuters: Residents in areas where RSRTC has cancelled or drastically reduced services — particularly in remote districts such as Barmer, Jaisalmer, Sirohi, and Rajsamand — can use RTI to establish the historical frequency of cancelled services, the reasons recorded for cancellation, and whether any competing private permits were issued on the same route during the same period. This data is essential for a collective representation to the Divisional Controller or the Rajasthan government's Transport Department.

Volvo/AC bus policy queries: RTI can obtain the policy under which Volvo or AC services are operated on specific routes — including the basis on which premium fare is fixed, the cost of fuel consumption allocated, and the criteria for deciding which routes receive Volvo services. Citizens advocating for better connectivity to specific corridors have successfully used RTI data to demonstrate route viability and push for new services.

Rajasthan's public transport network is a critical public asset. RTI gives every passenger and citizen a structured, legally enforceable mechanism to access operational records, hold employees accountable, and push the corporation toward greater transparency in its management of routes, fleet, and passenger welfare.