People's Bus Karachi Complaint: SMTA Toll-Free Number, Online GRM Form and Track by Reference Number

To complain about a People's Bus, Pink Bus or any other Sindh Mass Transit Authority service in Karachi, call the toll-free number 0800-07682 or file the online GRM complaint form on smta.gos.pk, then track it with the reference number on the "Track Complain" page. The form takes photos or video up to 10 MB, and every complaint moves through three stages: received, under review and resolved.

The Sindh Mass Transit Authority (SMTA) runs Karachi's People's Bus Service and its women's and electric schemes. GRM stands for grievance redress mechanism, its formal complaint system. We read the SMTA GRM complaint form, the tracking page and the contact page on 1 November 2026.

SMTA takes complaints by toll-free phone, online form and email

SMTA lists a toll-free number, 0800-07682, three office lines, 021-99332206, 021-99332207 and 021-99332209, the email info@smta.gos.pk, and the online GRM form. Only the online form gives you a reference number you can track.

A phone call is fine for something urgent on the road. For anything you want followed up, such as an overcharge or rude staff, use the form so there is a record.

The GRM form covers 15 kinds of complaint

The form's "Complaint Nature" menu has 15 options: service or operations, route or schedule, staff conduct, safety or security, fare or ticketing, facilities, gender, resettlement or compensation, environment, design, utilities, access, drainage and water, property, and others.

For a bus rider, the first five are the usual picks. A bus that skipped your stop is "Route / Schedule". A conductor who charged too much is "Fare / Ticketing". Harassment on board fits "Safety / Security" or "Gender".

The other categories are there because SMTA also builds bus corridors. Its site lists the Yellow Line, a World Bank funded bus rapid transit corridor, and the Green and Orange Lines. People living near those works can use the same form for property, drainage or compensation problems.

How to file a People's Bus complaint online

Open the GRM form, choose the nature of the complaint, describe what happened with the route, time and bus number if you have it, attach a photo or video, and submit. The form then gives you a reference number to track.

1. Note the route, the date and time, and the bus or stop.
2. Open the GRM form on smta.gos.pk.
3. Enter your name, email and contact number.
4. Pick the complaint nature from the menu.
5. Write what happened and attach a photo, PDF or video under 10 MB.
6. Type the security code and press Send Message.
7. Save the reference number that appears.

The form accepts JPG, PNG, PDF, MP4, MOV, AVI and WEBM files up to 10 MB. A short phone video of the incident is often the strongest evidence. SMTA asks you not to share sensitive personal information you do not need to.

Track an SMTA complaint with the reference number

Open SMTA's Track Complain page, enter your complaint reference number and the email or contact number you used on the form, type the security code and press Check Status. The page shows which of the three stages your complaint has reached.

The three stages are Received, Under Review and Resolved. SMTA does not publish a time limit for each stage on these pages. If a complaint sits at Under Review for a long time, call the toll-free number with your reference number ready.

Pink Scooty applications have a separate tracker, "Track Application", on the same site. That one works by application, not by complaint, and the details are in the Pink Scooty registration and tracking steps.

What to do if SMTA does not resolve it

Start with SMTA, because it runs the service. If nothing moves, you can raise it on the Pakistan Citizen's Portal, quoting your SMTA reference number and the date you filed.

For safety problems on any bus or van, such as overloading or a reckless driver, the general routes are in reporting an overloaded public van or bus. The People's Bus routes and fares themselves are set out in the People's Bus Service routes and fares.

Whatever the route, keep your reference number, the date you filed and any reply. A complaint with a number is far harder to ignore than a phone call nobody logged.

Common questions

What is the People's Bus complaint number in Karachi?

SMTA's toll-free number is 0800-07682. The office lines are 021-99332206, 021-99332207 and 021-99332209.

How do I track an SMTA complaint?

Use "Track Complain" on smta.gos.pk with your reference number and the email or phone number you used.

Can I attach a video to an SMTA complaint?

Yes. The form accepts MP4, MOV, AVI and WEBM videos, and photos or PDFs, up to 10 MB.

What does GRM mean on the SMTA site?

Grievance redress mechanism, SMTA's formal complaint system for its buses, schemes and projects.

Where is the SMTA head office?

D43/1 Shahra-e-Ghalib, Block 2 Clifton, Karachi. The email is info@smta.gos.pk.

How we verified this

What we checked, where we read it, and what we could not confirm.

Last checked 1 November 2026. We read the GRM complaint form, the Track Complain page, the contact page, the home page and the project pages on smta.gos.pk on 1 November 2026. The numbers, form fields, file limits, categories and stages come from those pages. We did not file a test complaint, so we could not confirm how fast SMTA replies or whether phone complaints get a reference number.