A total of 792 complaints have been filed by passengers against BRTS (Bus Rapid Transit System) drivers over four years with Ahmedabad Janmarg Ltd (AJL), which operates BRTS services in Ahmedabad. 

In 2024, within six months, 85 complaints were filed of drivers operating buses improperly, 71 related to inappropriate behaviour towards passengers, and 8 complaints over mistreatment of passengers, along with other complaints that took the total complaints to 174. 

Over four years, only one driver from the company was removed from duty. Despite the numerous complaints filed by passengers, Janmarg has not taken any significant action.

AJL, under the Amdavad Municipal Corporation (AMC), operates over 250 buses on routes spanning a total of 88 kilometres across the city. These buses are managed by private contractors. For passengers to lodge complaints regarding driver’s behaviour or other issues, AJL has provided toll-free numbers, WhatsApp numbers, control centre numbers, and email IDs.

Advocate Atik Syed had requested for information of the complaints received by Janmarg over the years, in which it was revealed that passengers often file complaints regarding injuries, driver misconduct, improper driving, or mistreatment. In cases where a driver is found committing a serious offence at a traffic junction, the driver may be suspended for a day or two by the operations branch.