{"id":44374,"date":"2026-11-02T11:23:42","date_gmt":"2026-11-02T09:23:42","guid":{"rendered":"https:\/\/www.sindicaturabarcelona.cat\/?p=44374"},"modified":"2026-11-02T11:23:45","modified_gmt":"2026-11-02T09:23:45","slug":"la-sindicatura-insta-tmb-a-revisar-les-butlletes-de-denuncia-i-a-prevenir-conductes-hostils-envers-les-persones-usuaries","status":"publish","type":"post","link":"https:\/\/www.sindicaturabarcelona.cat\/ca\/la-sindicatura-insta-tmb-a-revisar-les-butlletes-de-denuncia-i-a-prevenir-conductes-hostils-envers-les-persones-usuaries\/","title":{"rendered":"La Sindicatura insta TMB a revisar les butlletes de den\u00fancia i a prevenir conductes hostils envers les persones usu\u00e0ries"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\"><strong>La defensoria de la ciutadania barcelonina adverteix que el format actual de les butlletes pot generar confusi\u00f3 i reclama tamb\u00e9 mesures per evitar actuacions inadequades del personal d&#8217;atenci\u00f3.<\/strong><\/h2>\n\n\n\n<p>La Sindicatura de Greuges de Barcelona ha em\u00e8s dues resolucions adre\u00e7ades a TMB en qu\u00e8 reclama millores tant en la informaci\u00f3 que es facilita a les persones usu\u00e0ries durant els procediments d&#8217;inspecci\u00f3 com en el tracte dispensat pel personal del servei.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>La Sindicatura alerta que les butlletes de den\u00fancia poden generar confusi\u00f3<\/strong><\/h2>\n\n\n\n<p>Una de les resolucions analitza una queixa relacionada amb una percepci\u00f3 m\u00ednima imposada durant una inspecci\u00f3 de t\u00edtols de transport. La percepci\u00f3 m\u00ednima \u00e9s la sanci\u00f3 o el rec\u00e0rrec econ\u00f2mic de 100 euros que s&#8217;aplica als usuaris del transport p\u00fablic a Catalunya quan viatgen sense bitllet v\u00e0lid o sense validar-lo. Tot i considerar ajustada a dret l&#8217;actuaci\u00f3 de TMB pel que fa a la den\u00fancia, <a href=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/202609_Dret-mobilitat_disconformitat-amb-una-multa-per-no-haver-validat-el-titol-de-transport-a-lautobus-i-les-condicions-de-la-butlleta-de-denuncia_26Q288.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">la Sindicatura conclou que la butlleta utilitzada presenta mancances que poden dificultar-ne la comprensi\u00f3<\/a>.<\/p>\n\n\n\n<p>La distribuci\u00f3 de la informaci\u00f3 i la coexist\u00e8ncia de diferents opcions de pagament en un mateix document poden generar dubtes sobre els tr\u00e0mits que cal seguir, fet que podria afectar els drets de les persones usu\u00e0ries. <strong>La Sindicatura subratlla que es tracta d&#8217;una q\u00fcesti\u00f3 que transcendeix el cas concret i que pot tenir incid\u00e8ncia sobre el conjunt de la ciutadania que utilitza el transport p\u00fablic<\/strong>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"851\" height=\"92\" src=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/image-9.png\" alt=\"\" class=\"wp-image-44375\" srcset=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/image-9.png 851w, https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/image-9-800x86.png 800w, https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/image-9-768x83.png 768w\" sizes=\"auto, (max-width: 851px) 100vw, 851px\" \/><\/figure>\n\n\n\n<p>Per aquest motiu, <strong>recomana a TMB revisar el disseny i el contingut de les butlletes per fer-les m\u00e9s clares, accessibles i comprensibles<\/strong>, amb l&#8217;objectiu de refor\u00e7ar les garanties de les persones usu\u00e0ries i facilitar-ne l&#8217;exercici dels drets.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Mesures per evitar conductes hostils en l&#8217;atenci\u00f3 a la ciutadania<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/www.sindicaturabarcelona.cat\/wp-content\/uploads\/202609_Dret-mobilitat_tracte-hostil-reiterat-emprat-per-un-conductor-dautobus-de-TMB-contra-un-passatger_26Q540.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">En una segona resoluci\u00f3 tamb\u00e9 vinculada a TMB<\/a>, la Sindicatura analitza la queixa d&#8217;una persona usu\u00e0ria que denunciava haver rebut un <strong>tracte inadequat i actituds hostils per part d&#8217;un conductor d&#8217;autob\u00fas amb qui coincidia habitualment<\/strong>.<\/p>\n\n\n\n<p>Despr\u00e9s d&#8217;estudiar el cas, la instituci\u00f3 conclou que la resposta de TMB no va ser prou efica\u00e7 i assenyala <strong>contradiccions entre les conclusions de la investigaci\u00f3 interna i les explicacions facilitades a la persona afectada<\/strong>. La Sindicatura considera que aquestes situacions poden deteriorar la confian\u00e7a de la ciutadania en el servei p\u00fablic.<\/p>\n\n\n\n<p>Per aix\u00f2, recomana a TMB adoptar mesures organitzatives i formatives per prevenir la reiteraci\u00f3 de conductes inadequades, refor\u00e7ar els mecanismes de supervisi\u00f3 interna i promoure actuacions que afavoreixin la resoluci\u00f3 de les controv\u00e8rsies i la restauraci\u00f3 de la relaci\u00f3 amb les persones usu\u00e0ries. La Sindicatura recorda que una bona administraci\u00f3 no es limita al compliment formal de la normativa, sin\u00f3 que tamb\u00e9 requereix informaci\u00f3 entenedora, transpar\u00e8ncia i un tracte respectu\u00f3s envers la ciutadania.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La defensoria de la ciutadania barcelonina adverteix que el format actual de les butlletes pot generar confusi\u00f3 i reclama tamb\u00e9 mesures per evitar actuacions inadequades del personal d&#8217;atenci\u00f3. La Sindicatura [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":44378,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"drets":[1438,1447],"class_list":["post-44374","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","drets-ciutat-habitable-i-sostenible","drets-dret-a-la-mobilitat"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>La Sindicatura insta TMB a revisar les butlletes de den\u00fancia i a prevenir conductes hostils envers les persones usu\u00e0ries - Sindicatura de Greuges de Barcelona<\/title>\n<meta name=\"description\" content=\"La defensoria de la ciutadania barcelonina adverteix que el format actual de les butlletes pot generar confusi\u00f3 i reclama tamb\u00e9 mesures per evitar actuacions inadequades del personal 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