Gujarat launched QR code Scanned passenger feedback system

1.Official name: GSRTC Digital Passenger Feedback System

Launched: June 2026 by Gujarat State Road Transport Corporation

Inaugurated by: Gujarat Transport Minister at Ahmedabad Central Bus Station, Geeta Mandir

Reason: Part of Digital Gujarat + Jan Vishwas Act 2026 reforms to improve public service accountability. 

2. Exact Scale & Coverage

8,200+ buses: Covers Volvo, Sleeper, Gurjarnagari, Express, and Local services

125 bus stations: All A-category + B-category depots across Gujarat

Daily reach: ∼15 lakh passengers per day can access it

Languages: Gujarati, Hindi, English in the feedback form passenger. 

3.Instant routing: Feedback tagged to bus number + route + GPS location + time

Depot alert: Respective depot manager gets SMS/email within 5 mins if rating <3 stars

Resolution SLA: Minor issues = 24 hrs, Major issues = 72 hrs to resolve

Closure SMS: You get a text when your complaint is marked “resolved” with action taken

Dashboard: GSRTC HQ monitors live ratings for all 125 stations on a central screen. 

4 .PENALTIES for Staff Based on Feedback

Under the new rules, repeated low ratings trigger:

<3.0 average for a month: Conductor/driver counseling + retraining

<2.5 average: Memo + salary increment hold

Safety complaints: Immediate inquiry by RTO + suspension if proven. 

5. PASSENGER Benefits

No login needed: Just scan + submit. Takes ∼30 seconds

Anonymous option: You can skip phone number if you just want to rate

Track complaint: Get a token number via SMS to check status. 

6. Where to Find the QR Codes

In buses: Behind driver seat, near entry door, above windows

At stations: Ticket counters, waiting halls, canteen, near inquiry board

Look for: Blue GSRTC board with “આપનો અભિપ્રાય અમારા માટે મહત્વનો છે” + QR . 

7 .EARLY Results - First 60 Days

GSRTC released data in Aug 2026:

3.2 lakh feedbacks received

Top complaint: Cleanliness at 42%

Fastest resolved: AC not working, avg 18 hrs

Highest rated depot: Mehsana Bus Station at 4.6/5

Lowest rated route: Ahmedabad-Bhuj Express for punctuality  .