Look at what DMV employees do with their monopoly. If you make people feel unappreciated, upset and powerless then your business should fail.
It usually does, but thanks to monopoly, it doesn’t.
What they put people through would never fly in the private sector. It comes down to one main issue. Power. Whenever power is in play abuse will likely follow.
If your job has policies that make no sense or you’re tasked to do things that don’t make sense then fix them. Even if you have a monopoly, how hard is it to be a decent human being?