[Resolved] IRB Infrastructure — toll charges in-spite of excess traffic leading to wait time for more than 10 minutes

Priya Soares

from Mumbai, Maharashtra

Address:

400076

Dear sir,

On 10th november 2018 my family was travelling from pune to mumbai via the express way. At the main talegaon toll, there was a wait time of more than 10 minutes just to cross the toll. I have read your rules which says that any wait time at tolls exceeding 3 minutes should not be charged. We were still forced to pay rs 230 at the booth. Why do you make rules you cannot adhere to? Kindly reply. I am attaching proof of my wait time (Video) and receipt. Kindly take action.

P. S. Have receipts and video which can be produced as proof but unable to attach currently as file size too large as per capacity of your website

Thank you,

Regards
Priya soares
Resident of mumbai

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Jan 8, 2019

Complaint marked as Resolved

IRB Infrastructure customer support has been notified about the posted complaint.

Verified Support

Dec 05, 2018

IRB Infrastructure Customer Care's response Dear Madam,

Greetings!

We are in receipt of your email dtd: 27.11.2018 relating to delay in crossing Talegaon Toll Plaza on Mumbai-Pune Expressway, registered under ‘Indian Consumer Complaints Forum’ portal.

At the outset, we sincerely apologize for inconvenience caused to you. In this regard, we hereby inform that the matter has been investigated by us and clarify as under:
1. There was relatively higher traffic on 10.11.18 in comparison to regular days/weekends on account of Diwali holidays leading to traffic build-up at plaza which caused delay to you.

2. Please note that we are carrying out toll operations at aforesaid toll plaza as per the guidelines of Maharashtra State Road Development Corporation Ltd. and notifications issued by Govt. of Maharashtra.
With respect to your query relating to waiting time, we would like to inform that there is no such provision to exempt vehicles in case waiting time is more than 3 minutes.

3. User fee (Rs.230/-) for car category for full stretch was collected from you which was correct & valid as per Notification issued by Govt. of Maharashtra.

4. We would like to assure you that there is conscious and continuous effort by us to avoid delay to user in crossing toll Plaza at all times. Please note the following arrangements made by us to mitigate the delay & for fast clearance of traffic:
a) Deployment of additional manpower with ‘Hand Held Devices’ ahead of toll booths.
b) Deployment of Hand Held RFID Devices to read the fastag in case the same is not read by overhead readers.
c) Provision of change and small denomination notes to facilitate users.

5. 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.
Sincerely,

Customer care – IRB Infrastructure Developers Ltd.