[Resolved]  IRB — I m complaining about toll tax

Jul 02, 2018

IRB Infrastructure Customer Care's response Dear Sir / Madam,
Greetings,
This is in response to your complaint received through an email dtd: 01.07.2018 registered under ‘Indian Consumer Complaints Forum’ portal, relating to misbehavior of toll staff with you at Padgha Toll Plaza. In this context, we wish to clarify as under :
Please be informed that Toll Plaza under reference is not operated by IRB as such we regret our inability in addressing your grievance.
You are advised to kindly take up the matter with Concern Authority.
Assuring you of our best services at all times.
Thanks & Regards,
Customer care – IRB Infrastructure Developers Ltd.

Jul 02, 2018

IRB Infrastructure Customer Care's response Dear Sir,

Please ignore above reply, we will respond to your complaint shortly
Customer care – IRB Infrastructure Developers Ltd.

Jul 04, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings,
This is with reference to your complaint dtd: 02.07.2018 registered under ‘Indian Consumer Complaints Forum’ portal relating to free passage of local registration vehicles & rude misbehavior of toll staff at Choryasi Toll Plaza.
At the outset, we sincerely apologize for any trouble or inconvenience caused to you. We hereby inform that the said incidence has been investigated by us and clarify as under:
1. We are carrying out toll operations as per guidelines of ‘National Highways Authority of India’. User fee at toll plazas is collected as per National Highways Fee (Determination of Rates and Collection) Rules, 2008 and notification issued by Ministry of Road Transport and Highways. It may be noted that there is no exemption from payment o[censored]ser Fee to any person except as specified in aforesaid Notification.

2. As per said notification, there is provision of issuing discounted Monthly Passes to persons residing within distance of 20 KM of toll plaza.

3. Most of the vehicles with local registration have Monthly Pass, which is either affixed on windshield of the vehicles or displayed by user while crossing the toll plaza. These passes are recognized by toll staff as a routine matter and such vehicles are allowed to pass without stopping to manage traffic efficiently. In many cases, RFID Tags are also affixed on these local vehicles which are automatically validated by overhead readers for passage of such vehicles without stopping.

4. From this, it might have appeared to you that local vehicles are allowed to pass without paying user fees. It may be further noted that valid receipts are issued for every transaction at our toll plazas.

5. We did not find any record of misbehavior by our staff and accordingly deny your allegations that our staff had threatened, abused or misbehaved with you. However, we highly appreciate your feedback as it will assist us in improving our services.

Please note that we have deployed qualified, trained & efficient staff for toll operations and they are provided periodical training for the job including behavioral training to ensure quality 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.