Submit a complaint regarding public transport services

If you are unhappy in any way with the service of a public transport company, you have the right to submit a complaint within 2 months of the event to the Ministry of Transport and Road Safety.

We recommend first submit a complaint to the transport company, and if you don't receive a satisfactory response, submit a complaint to the Ministry of Transport and Road Safety within 2 months of the event.

Details to include in your complaint

• Full name
• ID number
• Mailing address
• Telephone number 
• A short description of the event
• Date, time and place of the event
• Relevant documents such as:
  • Ticket
  • Receipts of expenses incurred as a result of the inadequate service
  • Copies of former correspondence
  • Any other relevant documents

Also include in your complaint:

Taxis

• Taxi license plate number or taxi license (on the taxi's light on the roof of the taxi)
• Details of the taxi driver found the taxi on their taxi driver ID.
• If for a shared route taxi – line number

Bus

• Route number
• The bus license plate number
• Driver’s details

Israel Railways

• Date and time of journey
• Departure and arrival stations
• Waiting time
• Train number

The service is free of charge

How to submit the complaint

Submit a complaint regarding public transport online.

The following complaints will not be handled:

• Complaints submitted later than 2 months after the event
• Anonymous complaints
• Complaints being currently handled by the State Comptroller's office, the police or any other public authority
• Request for compensation

Notes

• You may be required to give testimony if your complaint requires further investigation. 
• If you are complaining regarding a traffic offense or collision, you should also contact the police and your insurance (if relevant).
• If you don't speak Hebrew, we recommend seeking help from a Hebrew speaker.