Thane Municipal Transport [TMT] — Bus driver and conductor horrible behaviour for customers

Complaint Regarding Misconduct on Route 61 - Thane Railway Station to Haware City
To Whom It May Concern,
I am writing to formally complain about the recurring misconduct of bus drivers and conductors on Route 61 (Thane Railway Station to Haware City and return), which I commute on daily.
Drivers frequently deviate from the designated route, sometimes stopping at Kasarvadavli or changing direction at D-Mart. Furthermore, conductors consistently display unprofessional and abusive behavior towards passengers.
My complaint specifically pertains to an incident that occurred today, Thursday, May 30, 2025, around 8:30 PM at Thane Railway Station. The conductor, identified as Kavita Kishor Dinkar, disregarded the established queue system and instructed all commuters to rush for seats. This led to chaos, and I personally sustained an injury and lost my shoe in the ensuing scramble.
When I confronted Ms. Dinkar about her actions, she responded rudely, stating, "If you have a problem, go with an auto-rickshaw; don't come to our bus." Following this, she became preoccupied, resulting in numerous passengers traveling without purchasing tickets.
Adding to the issue, the bus driver, presumably in a hurry to conclude his duty, drove recklessly on this heavily congested route. This haste also led to another unauthorized route deviation, turning left from D-Mart.
Such behavior from public transport staff is unacceptable and compromises passenger safety and comfort. I request a thorough investigation into this matter and appropriate action be taken against the individuals involved to prevent similar incidents in the future.
Sincerely,
Sheetal Keswani