National Highways Authority Of India [NHAI] — Complaint Regarding Unacceptable Conduct at Khed Shivapur Toll Plaza, Pune

Address:

Pune

I am writing to express my utmost dissatisfaction and concern regarding the appalling behavior exhibited by the staff at the Khed Shivapur toll plaza during my recent visit today.

Upon my return journey from Narayanpur, I encountered distressing conduct from the toll personnel, which I feel compelled to address:

False Claims Regarding Fastag Balance: Initially, the toll operator alleged insufficient funds in my Fastag account despite my display of a balance of Rs. 730. Despite my attempts to clarify and even recharge an additional Rs. 200, the individual adamantly refused to acknowledge the updated balance, resorting to verbal abuse.

Baseless KYC Non-Compliance Accusations: Furthermore, I was accused of not completing my KYC requirements for Fastag, despite possessing approved KYC status on the Fastag application. This unwarranted accusation added to the already distressing situation.

Moreover, the toll personnel insisted on a cash payment of Rs. 230 for allegedly not having a Fastag, which I rightfully declined. Their refusal to cooperate and their use of aggressive language compounded the ordeal. I must emphasize that throughout the encounter, I remained composed and cooperative, considering the presence of my family.

I vehemently objected to their demand for cash or the surrender of my mobile phone or identification documents. Such requests, particularly in a confrontational manner, raised serious safety and privacy concerns.

Despite my persistent requests to park and discuss the matter peacefully, they insisted on their unreasonable demands, detaining my vehicle for an agonizing 20 minutes. The ordeal left my entire family in a state of fear and anxiety.
PLease note I recieved an sms at 7:18pm today (19th Feb 2024) about deduction of Rs 115 at Khed Shivapur toll and time mentioned about deduction was 4:37 PM
As a law-abiding citizen and a regular taxpayer for the past two decades, I find such treatment utterly unacceptable and distressing.

I seek guidance on the appropriate channels to file a formal complaint against the reprehensible conduct demonstrated by the toll plaza personnel.

I am also keen to understand the legal basis, if any, for their request to surrender personal belongings such as mobile phones and identification cards.

This harrowing experience underscores the urgent need for accountability and reform within toll plaza operations to ensure the safety, dignity, and fair treatment of commuters. I earnestly await your prompt response and resolution of this matter.
My vehicle number : MH14Ck0862
Time of incident : 4:05 pm to 4:40 PM on 19th Feb 2024

Yours sincerely,
Pradip Bele
[protected]