IRB Infrastructure Complaints & Reviews

Aug 21, 2019

IRB Infrastructure Customer Care's response Dear Sir,

With reference to your mail, we had tried to trace out the locations of tea outlet all along the Expressway but nowhere any tea outlet was found. In your complaint, there is no clarity about the exact location . We also do not have your contact no for necessary verification.

As the location has not been mentioned, Ahmedabad, Vadodara and Ring road Toll plazas were checked for unauthorized selling of tea etc., but no such encroachment was found. Only Authorized Highway Nest is operational (as per MOU of NHAI and M/s Amul) on the expressway for the benefit of commuters . Private shops at mainline toll plazas are outside the ROW and as such there is a no encroachment by Private shops on the Expressway. Our Patrolling teams are vigilant 24*7 to check any unauthorized occupation on NE-1."

Customer Care

IRB Infrastructure Developers Ltd.

Aug 14, 2019

IRB Infrastructure Customer Care's response Dear Madam,

Please share toll receipt copy & fastag deduction amount SMS of bank for further investigation.

Customer care

IRB Infrastructure Developers Ltd.

Sep 06, 2019

IRB Infrastructure Customer Care's response Dear Sir,

With reference to your trailing mail on dtd. 06.08.2019, it is to inform that there is no digs(potholes) in road in Kamrej to Kim section except work of improvement of four laning to six laning of Kamrej-Chalthan section of NH-8(48)including Six nos Black Spot awarded to M/s Unique Construction & SCIW J/V (EPC) by NHAI and work is under progress near Kamrej Sugar @Km.241.00 to Village Dhoran Pardi @Km.243.650 by them.
Damage road near Kamrej Sugar @Km.241.00 to Village Dhoran Pardi @Km.243.650 both side is part of this stretch. As per supplementary agreement with NHAI, we have handed over the said section to M/s Unique Construction & SCIW J/V (EPC) and we are not responsible for any kind of maintenance in this stretch.
Hence you are requested to contact appropriate authority, please.
For information please.
Thanking you and assuring our best co operation at all the times.

Customer Care

IRB Infrastructure Developers Ltd.

Aug 03, 2019

IRB Infrastructure Customer Care's response Dear Sir,

We have received your email dated 01/08/2019, Please share your Fastag toll amount deduction snap shot
for further process.
Otherwise you may kindly file chargeback request with your Fastag bank by attaching Toll Receipt & SMS snap.
For your information we have initiated disciplinary action against Mr, Rakte, issued him strict warning letter.

Assuring for best services all the time

Thanking you,

Customer Care
IRB Infrastructure Developer Ltd

Aug 06, 2019

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!

We are in receipt of your email dtd: 31.07.2019 relating to double payment o[censored]ser fees through Cash and Fastag at 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. We hereby inform that the matter has been investigated by us and clarify as under:

1. We have verified our accounts and confirm that we have received an additional amount of Rs.138/- and the same can be refunded.

2. It may be noted that details of valid Fastag on a vehicle is automatically captured while crossing toll plaza and accordingly payment is deducted. If the person at toll booth fails to notice the same, cash payment is asked. It is advisable to inform about Fastag affixed on the vehicle before making cash payment.

3. You are requested to contact your Fastag issuing bank to raise a chargeback request for refund of this amount. The same shall be credited to your bank account.

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.

Aug 03, 2019

IRB Infrastructure Customer Care's response Dear Sir,

Please share Fastag amount deduction SMS snaps for further process.

OR You may file online chargeback request with Fastag bank by attaching SMS snaps, for double debit.

Please feel free to write back to us.

Assuring you best services all the time.

Thanking you,

Customer Care

IRB Infrastructure Developer Ltd.

Thanking

Jul 26, 2019

IRB Infrastructure Customer Care's response Dear Sir/Madam,

Please share date & time of passing toll plazas( Toll receipts), so that we can investigate in the matter & able to take stern action on errant staff. We always respect all armed forces personnel.

Thanking you,

Customer Care

IRB Infrastructure developers Ltd.

Jul 24, 2019

IRB Infrastructure Customer Care's response Dear Sir,

We are in receipt of email dated 23/07/19,
At the outset we sincerely apologies for the inconvenience caused to you.
We request you to kindly share the copy of toll receipt to take appropriate action on errant staff.

Thanking you,
Customer Care, IRB Infrastructure Developers Ltd.

Aug 01, 2019

IRB Infrastructure Customer Care's response Dear Sir/Madam,
Greetings!
We are in receipt of your email dtd: 23.07.2019 relating to misbehavior by toll staff at Kusgaon (Varsoli) Toll Plaza on OLD Mumbai Pune Natinal Highway #4, registered under ‘Indian Consumer Complaints Forum’ portal.

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

1. Please note that we are carrying out toll operations as per the guidelines of ‘Maharashtra State Road Development Corporation’ at aforesaid toll plaza and notification issued by Govt. of Maharashtra.
2. Please note that as per said Notification, there is no exemption to any person/vehicle except as mentioned in the said notification.
3. We understand that you had asked for exemption from the payment o[censored]ser fee, however, the same was refused by toll staff. We further understand that refusal to pay user fee led to some altercations between you and toll staff.
4. We would like to inform that, there are many cases where Fastag/Monthly Passes are affixed on the windshield of the vehicles. Many a times, Monthly Passes or Return Passes are displayed from inside the vehicle. These Fastags are read automatically and passes are recognized by toll staffs who allow such vehicles to pass without stopping such vehicle to avoid delay/inconvenience to other vehicles.
5. Please note that we provide periodical training for the job to our personnel including behavioral training to ensure quality services and any misbehavior by our personnel is strictly dealt by us. Though we have not found any evidence of misbehavior by our toll staff, we have instructed our plaza team yet again to ensure proper conduct by our personnel.
6. We once again regret the inconvenience caused to you and highly appreciate your feedback as it will help us to improve our services.
Thanking you and assuring you of our best services at all times.

Yours sincerely,
Customer Care IRB Infrastructure Developers Ltd.

Jun 24, 2019

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!

We are in receipt of your email dtd: 18.06.2019 relating to double payment o[censored]ser fees through Cash and Fastag at 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. We hereby inform that the matter has been investigated by us and clarify as under:

1. We have verified our accounts and confirm that we have received an additional amount of Rs.138/- and the same can be refunded.

2. It may be noted that details of valid Fastag on a vehicle is automatically captured while crossing toll plaza and accordingly payment is deducted. We do not have any role in inclusion or removal of Fastag data. In limited cases, due to technical issues tag is not verified immediately and the person at toll booth asks for cash payment.

3. You are requested to contact your Fastag issuing bank to raise a chargeback request for refund of this amount. The same shall be credited to your bank account.

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.

Jun 20, 2019

IRB Infrastructure Customer Care's response Dear Sir,

We have received your email, as you have not shared toll receipt & Fastag debit amount SMS, we are unable
to investigate in this issue.

Please share toll receipt & SMS snap shot for further action.
Thanks & Regagrds,
Customer Care
IRB Infrastructure Developers Ltd.

Jun 24, 2019

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!

We are in receipt of your email dtd: 15.06.2019 relating to double payment o[censored]ser fees through Cash and Fastag at Khalapur Toll Plaza on Mumbai Pune Expressway, 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 clarify as under:

1. We have verified our accounts and confirm that we have received an additional amount of Rs.138/- and the same can be refunded.

2. It may be noted that details of valid Fastag on a vehicle is automatically captured while crossing toll plaza and accordingly payment is deducted. We do not have any role in inclusion or removal of Fastag data. In limited cases, due to technical issues tag is not verified immediately and the person at toll booth asks for cash payment.
3. You are requested to contact your Fastag issuing bank to raise a chargeback request for refund of this amount. The same shall be credited to your bank account.

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.

Jun 13, 2019

IRB Infrastructure Customer Care's response Dear Sir,

We have received your email dated 11/06/19 regarding local concession at Somatane Phata, as you have not mentioned your vehicle registration number & full name, we are unable to trace records at toll plaza.

Please above details for further action.

Thanks & Regards,
Customer Care -IRB Infrastructure Developer Ltd

Jun 28, 2019

IRB Infrastructure Customer Care's response Dear Sir,
Greetings !
We are in receipt of your email dated 09/06/2019, We regret for any inconvenience caused to you.
As you have not attached toll receipt & exact time of travelling we are unable to investigate in matter.

Please share above details for further action/investigation.

Thanks & Regards,

Customer Care

IRB Infrastructure Developers Ltd.

Jun 24, 2019

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!

We are in receipt of your email dtd: 03.06.2019 relating to double payment o[censored]ser fees through Cash and Fastag at Khalapur Toll Plaza on Mumbai Pune Expressway, 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 clarify as under:

1. We have verified our accounts and confirm that we have received an additional amount of Rs.138/- and the same can be refunded.

2. It may be noted that details of valid Fastag on a vehicle is automatically captured while crossing toll plaza and accordingly payment is deducted. If the person at toll booth fails to notice the same, cash payment is asked. It is advisable to inform about Fastag affixed on the vehicle before making cash payment.

3. You are requested to contact your Fastag issuing bank to raise a chargeback request for refund of this amount. The same shall be credited to your bank account.

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.

Jun 05, 2019

IRB Infrastructure Customer Care's response Dear Sir,

Greetings!

We are in receipt of your email dtd: 02.06.19, regarding double payment o[censored]ser fee at Vadodra Toll Plaza on Ahmedabad -Vadodora Expressway, NE1.

At the outset, we sincerely regret for any inconvenience caused to you. We have investigated the matter would like to clarify as under.

1. We are carrying out toll operations at aforesaid toll plaza as per Concession Agreement executed with ‘National Highways Authority of India’ (NHAI) and guidelines issued by NHAI from time to time.
2. Please note that there is no provision of issuing duplicate toll receipts in the system since you had lost the toll receipt issued from Anand Toll Plaza, however a payment o[censored]ser fee is requested at Vadodara Toll Plaza which was correct and valid as per notification.

Thanking you & assuring you of our best services at all times.
Thanks & Regards,
Customer care – IRB Infrastructure Developers Ltd.

May 18, 2019

IRB Infrastructure Customer Care's response Dear Sir,

We are in receipt of your email dtd: 18.05.2019 relating to harsh behavior & no service for drinking water.

As you have not shared toll receipt, we are unable to investigate the matter.

Please share toll receipt, it will help us for detailed investigation and further action.

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

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

May 20, 2019

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!

We are in receipt of your email dtd: 12.05.2019 relating to double payment o[censored]ser fees through Cash and Fastag at Tamalwadi Toll Plaza on Solapur- Yedshi Highway, registered under ‘Indian Consumer Complaints Forum’ portal.

1. We are carrying out toll operations at aforesaid toll plaza as per Concession Agreement executed with ‘National Highways Authority of India’ (NHAI) and guidelines issued by NHAI form time to time.
2. As per Govt.Notification No.S.O.2506(E), (copy enclosed for ready reference), there is no exemption for any person or vehicle except as provided in the said Notification.
3. It may be noted that vehicles with MH25 registration are not exempted at Tamalwadi Toll Plaza as per said notification. However, there is provision of discounted Monthly Pass for local residents (residing nearby toll plaza) for their non-commercial vehicles subject to fulfilling the conditions mentioned therein.
4. To avail this facility on Fastag (i.e. registration of Fastag as Local Tag), vehicle user needs to submit proper documents viz, vehicle registration documents, proof of residence etc. at Toll Plaza Administration Office. After verification of documents and if documents are found in order, Fastag is registered under Local Tag by the Toll Plaza. This usually takes 2-3 working days after submission of documents.
5. Apart from registration of ‘Fastag as local tag’, we have no role in payment processing under Fastag as it is automated process and payment is processed as per said notification. It appears that proper details were not shared with you by the Fastag selling agency.
6. In case you are eligible for local monthly pass as per user fee notification, you are requested to visit Tamalwadi Toll Plaza with required documents.



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

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

May 07, 2019

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 06.05.19, regarding single Journey charged from Fastag for local registration vehicle registered under ‘Indian Consumer Complaints Forum’ portal.
At the outset, we sincerely regret the inconvenience caused to you. In this regards, we would like to clarify as under:
1. We are carrying out toll operations at aforesaid toll plaza as per Concession Agreement executed with ‘National Highways Authority of India’ (NHAI) and guidelines issued by NHAI form time to time.
2. As per Govt.Notification No.S.O.2424 (E), (copy enclosed for ready reference), there is no exemption for any person or vehicle except as provided in the said Notification.
3. It may be noted that vehicles with registration of Surat are not exempted at Choryasi Toll Plaza as per said notification. However, there is provision of discounted Monthly Pass for local residents (residing nearby toll plaza) for their non-commercial vehicles subject to fulfilling the conditions mentioned therein.
4. To avail this facility on Fastag (i.e. registration of Fastag as Local Tag), vehicle user needs to submit proper documents viz, vehicle registration documents, proof of residence etc. at Toll Plaza Administration Office. After verification of documents and if documents are found in order, Fastag is registered under Local Tag by the Toll Plaza. This usually takes 2-3 working days after submission of documents.
5. Apart from registration of ‘Fastag as local tag’, we have no role in payment processing under Fastag as it is automated process and payment is processed as per said notification. It appears that proper details were not shared with you by the Fastag selling agency.
6. In case you are eligible for local monthly pass as per user fee notification, you are requested to visit Choryasi Toll Plaza with required documents.

Thanking you & assuring you of our best services at all times.
Thanks & Regards,
Customer care – IRB Infrastructure Developers Ltd.