Vijaya had boarded the KSRTC bus from Bengaluru to Tumakuru on October 24, 2018. The conductor, after issuing a ticket till HMT bus stop in the outskirts of Tumakuru, failed to stop the vehicle. Upon her insistence, the bus was stopped 400 meters away from the bus stop.

After alighting from the bus, the petitioner could not cross the highway to reach another side of the road and had to reach the destination by taking the service of autos. After her calls to KSRTC helpline went in vain, she approached Tumakuru District Consumer Disputes Redressal Commission.