[Resolved]  IRB Infrastructure — tall collection & bad behaviour

Dec 05, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 30.11.2018 relating to traffic congestion experienced by you while traveling on NH No 8 at Charoti Toll Plaza, registered under ‘Indian Consumer Complaints Forum’ portal.

At the outset, we sincerely apologize for inconvenience caused to you. We hereby inform that the matter has been investigated by us and would like to clarify as under:

1. We are experiencing shortfall of lanes at Charoti Toll Plaza and the same is brought to notice of competent authority.

2. We understand that you had asked for exemption form the payment o[censored]ser fee, which was refused by toll staff as your vehicle doesn’t under exemption category. The refusal of exemption led to some altercations between yourself and toll staff.

3. We would like to inform you that there is no rule/notification from competent authority for non-collection o[censored]ser fee in the event of long queue of vehicles.

4. From our side, we would like to assure you that there is conscious and continuous effort by us to avoid delay to commuters in crossing toll Plaza at all times. Please note the following arrangement made by us for fast clearance of traffic at Toll Plaza:
a) Deployment of additional trained manpower with handheld ticketing ahead of toll booths.
b) Provision of hand held RFID tag readers.
c) Provision of reversible lanes.
d) Provision of sufficient change & small denomination notes.

5. We would also like to inform that any misbehavior by our personnel is strictly dealt by us and we have instructed our plaza team yet again to ensure proper conduct by our personnel. Please note that we provide periodical training for the job to our personnel including behavioral training to ensure quality services.

6. Once again, we sincerely regret any inconvenience caused to you and highly appreciate your feedback as it will help us to improve our services.

For any further assistance or clarification, please feel free to write back to us.

Thanking you & assuring you of our best services at all times.

Thanks & Regards,
Customer care – IRB Infrastructure Developers Ltd.