Artran's Ombudsman registers over 6,000 attendances between June 2024 and March 2025
Report points to progress in response time for complaints and highlights the main demands of users of intermunicipal passenger transport
The Regulatory and Control Agency for Public Transport Services of the State of Pará (Artran) released on Friday (25), the statistical bulletin of the agency's Ombudsman, referring to the period from June 2024 to March 2025. A total of 6,171 attendances were recorded for the population, including requests for information, complaints, reports, and requests for action.
The Ombudsman of Artran, Huascar Angelim, evaluates that the work of listening and the quick response to user demands have strengthened the Agency's performance and resulted in greater demand for the Ombudsman's services. "Our biggest concern was to ensure that users of waterway and road transport knew the Ombudsman's service channels. We needed to listen to act more precisely in solving the problems faced during trips. And it worked out great! We receive 30 to 40 messages a day through the messaging app, which shows that the population is more confident in our work,” he assesses.
The majority of attendances are related to requests for information, totaling 5,911 records. Complaints total 242 occurrences, followed by 14 reports and 4 requests for action.
Among the most recurring subjects are: free transport (1,522 records), intermunicipal half-fare card (1,433), non-compliance with travel schedules (309), and refusal of boarding for passengers with free transport (304). The report also points out cases of disrespect to users (291), route changes (142), and service interruptions (149), among other topics.
In regional distribution, the Guajará Integration Region concentrates the highest number of complaints (125), followed by the Tocantins (20), Guamá (17), and Marajó (7) regions. There are records in ten other regions, while 13 manifestations did not have the place of origin informed by users.
Regarding the service channels most used by users, the Call Center and WhatsApp led, with 5,064 attendances. The bus terminals recorded 1,003 manifestations, and the waterway terminals, 244. At Artran's headquarters, 27 in-person attendances were conducted. Email accounts for 348 records and the electronic form, 6.
In terms of transport type, the road modal is the most cited in user complaints (134), followed by the waterway (30) and the road-waterway (2). In 57 cases, the type of transport was not identified. The report also points to a positive evolution in the average response time to manifestations. In August 2024, this time was 69 days, but it dropped to 14 days in March 2025.
"Companies have already realized that the Ombudsman is with stricter oversight and action. Thanks to the dedicated work of our team, irregularities are decreasing. Previously, the average response time to complaints exceeded 100 days. In less than a year, we managed to reduce this period to less than 20 days; a concrete proof that Artran's Ombudsman is committed to improving service to users,” highlights the ombudsman.
He also points out the relocation of the Ombudsman’s office at the Belém Bus Terminal as another important point for improving service to the population. “Previously, the sector operated in the basement, which made it difficult to assist people with low vision or wheelchair users. Today, the office is on the ground floor, in a climate-controlled environment and equipped with a computer to serve everyone with more comfort and dignity,” he concludes.
About Artran's Ombudsman - Artran's Ombudsman is a direct channel between users and Artran and aims to provide information and seek solutions for situations related to public transport services offered by regulated, supervised, and controlled companies by the Agency. Users can request information, make reports, complaints, and compliments about the services that are under the Agency's responsibility.
Service channels:
Phone: (91) 98418-6173 (on business days, from 8 am to 2 pm)
Email: [email protected]
Electronic form available on the website: www.artran.pa.gov.br
Postal correspondence: Rua dos Timbiras, 1907
