IRB Infrastructure Complaints & Reviews

Jan 03, 2019

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 15.12.2018 relating to exemptions in the payment o[censored]ser fee for college vehicles at Vasad Toll Plaza on NH8, registered under ‘Indian Consumer Complaints Forum’ portal.
In this regards, we would like to clarify as under :
1. We are carrying out toll operations at aforesaid toll plazas as per the guidelines of the National Highways Authority of India (NHAI). User fee at toll plaza is collected as per National Highways Fee (Determination of Rates and Collection) Rules, 2008 and notification issued by Ministry of Road Transport and Highways (MoRTH), Government of India.

2. Please note that all concessions/discounts (including monthly passes) are governed by the notification issued by MoRTH for the Project. As per the notification issued by MoRTH for the said Project, there is no provision of exemption/concession in the payment o[censored]ser fee to any person/vehicle except as provided in the said notification.

3. Please note that there is no provision of any exemption/concession for educational institution mentioned by you as per said notification. Therefore, we regretfully inform our inability to consider your request for any exemption/concession from payment o[censored]ser Fee.

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

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.

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.

Dec 01, 2018

IRB Infrastructure Customer Care's response We are in receipt of your email dtd: 27.11.2018 relating to install speed breakers on service lane of the highway in front of Shagun society, Dehuroad, registered under ‘Indian Consumer Complaints Forum’ portal.

We hereby inform that the matter has been investigated by us and clarify as under:

1. The specific stretch of road does not fall under purview of MIPL (IRBIDL) or its clients viz Maharashtra State Road Development Corporation ( MSRDC ).

2.The location mentioned by you falls on NH4 under NHAI. You may raise this issue to concern authorities.

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.

Dec 12, 2018

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

We are in receipt of your email dtd: 21.11.2018 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.230/- 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. Toll staff doesn’t have any role in the same. In limited cases, the person at toll booth fails to notice the Fastag and ask for cash payment. 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 charge-back 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.

Nov 22, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 18.11.2018 relating to delay while crossing at Boriach Toll Plaza, registered under ‘Indian Consumer Complaints Forum’ portal.

At the outset, we sincerely apologize for inconvenience caused to you. In this regard, we would like to clarify as under:

1. Please note that we are experiencing shortfall of lanes at the said location which at times results in traffic during peak hours. The delay caused to you in crossing toll plaza was due to shortfall of lanes.

2. The issue of shortfall in number of lanes was brought to the notice of relevant authorities and subsequent to required approvals work for construction of additional lanes is under progress and will be completed shortly.

3. Please also note the following arrangements made by us to mitigate the delay & for fast clearance of traffic during peak hours:
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 Over Head Reader fails to read the same.
c) Provision of change and small denomination notes to facilitate users.

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.

5. Please note that we are carrying out toll operations at aforesaid toll plaza as per the guidelines/notifications of Ministry of Road Transport and Highways (MoRTH) & National Highway Authority of India (NHAI).

6. With respect your query relating to waiting time, we would like to inform that there is no such provision to exempt the vehicles in case waiting time is more than 3 minutes. (Please find attached the clarification issued by NHAI in this regard, which is self-explanatory)

7. 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.

Oct 24, 2018

IRB Infrastructure Customer Care's response Dear Sir,

Greetings!

We are in receipt of your email dtd. 21.10.18, regarding delay & misbehave by toll staff at Kheda Toll Plaza on NH-48, registered under ‘Indian Consumer Complaints Forum’ portal. In this context, we would like to clarify as under:

At the outset, we apologize for any inconvenience caused to you. We would like to inform that the matter has been investigated by us and also viewed the CCTV Footage & like to clarify as under:

1. On 21.10.2018, you have arrived at aforesaid Toll Plaza around 10.20 am. Vehicle ahead of your car in that lane at ticket window had given Credit Card for payment o[censored]ser Fees. However, due to some technical issues, the card payment was getting rejected. The said vehicle kept insisting for card payment resulting in delay which caused inconvenience to you & other travelers of that lane.

2. You got down from your vehicle to enquire for delay with toll staff which led to some altercations between yourself and toll staff.

3. We understand that ID Cards and NHAI Notification clarifying the waiting period was promptly provided as per your requirement. We have not found any evidence of misbehavior by our staff.

4. We would 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.

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

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

Oct 16, 2018

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

We are in receipt of your email dtd: 12.10.2018 in Marathi, relating to improper work of loading / unloading of railing MS sheets on Mumbai Pune Expressway & National Highway No.4, registered under ‘Indian Consumer Complaints Forum’ portal.

At the outset, we sincerely apologize for any inconvenience caused to you. In this regard, we wish to inform as under:

1. The work of “providing and fixing Metal Beam Crash Barrier” is being implemented by MSRDC through separate agency and not IRB. It may be noted that IRB has no role in this work.

2. You are requested to contact MSRDC at the following address for any complaint related to the said work:

Maharashtra State Road Development Corporation
MSRDC Camp Office, New Administrative Bldg.
1st floor, Opp Council Hall, Pune-411001. ………………..

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.

Nov 02, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings !
We are in receipt of your email dtd: 12.10.2018 relating to double deduction o[censored]ser fees through fastag account at Talegaon & Khalapur Toll Plazas on Mumbai Pune Expressway, registered under ‘Indian Consumer Complaints Forum’ portal.

At the outset, we sincerely apologize for any inconvenience caused to you. In this regard, we would like to clarify as under:

1. It may be noted that User Fee for car category Mumbai-Pune (via- Khalapur connector and Talegaon toll plazas) is Rs 173/-

2. In case of cash payment, entire amount is paid at the time of entry from first plaza (as the destination is specified by user) and no amount is required to be paid at the time of exit from other plaza. However, in case of Fastag, Rs.115 is collected at Khalapur connector (as destination is not known) and balance Rs.58 is collected at Talegaon.

3. In your case Rs.115 was rightly deducted at Khalapur connector. However, for Talegaon system had erroneously calculated Rs.138 instead of Rs.58 and excess amount of Rs.80 was collected from you. You are requested to raise a chargeback request for Rs.80 with your tag issuing bank/agency.

4. It is not clear from your complaint if any cash payment was also made by you. In case you had made any payment in cash, we request you to provide copy of toll receipts for further investigation. You can email the same at [protected]@irb.co.in

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

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

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

Nov 02, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings !
We are in receipt of your email dtd: 12.10.2018 relating to double deduction o[censored]ser fees through fastag account at Talegaon & Khalapur Toll Plazas on Mumbai Pune Expressway, registered under ‘Indian Consumer Complaints Forum’ portal.

At the outset, we sincerely apologize for any inconvenience caused to you. In this regard, we would like to clarify as under:

1. It may be noted that User Fee for car category Mumbai-Pune (via- Khalapur connector and Talegaon toll plazas) is Rs 173/-

2. In case of cash payment, entire amount is paid at the time of entry from first plaza (as the destination is specified by user) and no amount is required to be paid at the time of exit from other plaza. However, in case of Fastag, Rs.115 is collected at Khalapur connector (as destination is not known) and balance Rs.58 is collected at Talegaon.

3. In your case Rs.115 was rightly deducted at Khalapur connector. However, for Talegaon system had erroneously calculated Rs.138 instead of Rs.58 and excess amount of Rs.80 was collected from you. You are requested to raise a chargeback request for Rs.80 with your tag issuing bank/agency.

4. It is not clear from your complaint if any cash payment was also made by you. In case you had made any payment in cash, we request you to provide copy of toll receipts for further investigation. You can email the same at [protected]@irb.co.in

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

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

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

Oct 24, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 30.09.2018 relating to misbehavior by toll staff at Khalapur Toll Plaza on Mumbai Pune Expressway, 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 and CCTV Footage is also viewed by us and clarify as under:

1. On 30.09.2018, your vehicle number MH46 BA 3441 entered in lane # E01 and demanded exemption from payment o[censored]ser fee by showing some visiting card. Since you were not eligible for exemption as per Notification issued by ‘Maharashtra State Road Development Corporation’, exemption was denied by on duty staff which led to some altercations between yourself and toll staff. We understand that User Fee was subsequently paid by you.

2. We firmly deny your allegations that our staff was in drunken state. Please note that as per company rules, duty is not assigned to any staff if they are found under influence of alcohol and strict action is taken if anyone reports for duty under influence of alcohol.

3. We have not found any evidence of misbehavior by our toll staff hence deny all the allegations made by you.

4. 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. Any misbehavior by our personnel is strictly dealt by us.


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

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

Oct 25, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 24.09.2018 relating illegal shops between Bareja ta Dascroi di Ahmedabad, registered under ‘Indian Consumer Complaints Forum’ portal.

At the outset, we sincerely apologize for any inconvenience caused to you. In this regard, we would like to clarify as under:

1. Illegal shops/tents from above locations has been removed, photographs of the aforesaid location are attached for your reference.
2.We endeavor to ensure that there are no illegal encroachments on NHAI property and keep removing
such encroachments time to time.

3.We highly appreciate your feedback as it will help us to improve our services.

We request your feedback you & assuring you of our best services at all times.

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

Oct 23, 2018

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

We are in receipt of your email dtd: 26.09.2018 relating to double payment o[censored]ser fees through Debit card and Fastag Account at Talegaon & 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. In this regard, we would like to clarify as under:

1. The information provided is insufficient. We request you to provide Tag details, vehicle number and copy of toll receipt/transaction time for debit card payment to verify the same

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.

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.

Oct 25, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 24.09.2018 relating illegal shops between Bareja ta Dascroi di Ahmedabad, registered under ‘Indian Consumer Complaints Forum’ portal.

At the outset, we sincerely apologize for any inconvenience caused to you. In this regard, we would like to clarify as under:

1. Illegal shops/tents from above locations has been removed, photographs of the aforesaid location are attached for your reference.
2.We endeavor to ensure that there are no illegal encroachments on NHAI property and keep removing
such encroachments time to time.

3.We highly appreciate your feedback as it will help us to improve our services.

We request your feedback you & assuring you of our best services at all times.

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

Sep 20, 2018

IRB Infrastructure Customer Care's response Dear Ma’am,
Greetings!
We are in receipt of your email dtd: 19.09.2018 relating to rude behavior of toll staff & delay in crossing toll plaza, registered under ‘Indian Consumer Complaints Forum’ portal.

In this regard, we wish to clarify as under :

1. You have mentioned Versova Toll plaza, Bhyender Mumbai in your complaint. As toll plaza under said reference does not exist and you have not mentioned details related to your trip, we are not able to investigate the same further.

2. Please note that ‘Ghodbunder Toll Plaza’, near ‘Fountain Hotel’ (adjoining to Varsova Bridge), is operated by us and Car & Govt. State Transport Buses are exempted from payment of toll charges at ‘Ghodbunder Toll Plaza’.

3. In case your complaint pertains to ‘Ghodbunder Toll Plaza’ as mentioned above, you are requested to provide journey details (viz date, time, name of staff etc) to investigate further.


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

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

Sep 21, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 18.09.2018 regarding complaint relating to toll exemption not given to you on ‘Free Pass (Stickers)’ issued by Mantralaya, Mumbai only for a limited period during Ganesh Festival, at Talegaon Toll Plaza on Mumbai Pune Expressway, registered under ‘Indian Consumer Complaints Forum’ portal.

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

1. On duty employee working on dtd : 17.09.18 in the lane was a trainee supervisor. While all plazas were communicated to allow passage of vehicle with pass, the said supervisor was not clear on same and therefore exemption was denied by him. Accordingly, user fee of Rs.173/- (from Talegaon to Khalapur Connector -Khopoli) was recovered from you.

2. A disciplinary action has been initiated against the errant supervisor as he decided to recover user fee instead of taking clarifications from his seniors.

3. Please note that, Plaza Manager is available between 9:30 am to 6:30 pm, however, a senior staff (Shift Incharge) is deployed at Toll Plaza who can be contacted round the clock for any assistance.

4. Once again, we sincerely regret any inconvenience caused to you and highly appreciate your feedback as it will help us to improve our services. We further request you to kindly share details of your bank account with us so that Rs.173/- can be refunded.


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

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

Nov 20, 2018

IRB Infrastructure Customer Care's response Dear Sir,

This is for your information that refund of Rs.230/- in the form of cheque has been drawn, kindly share your postal address with pin code & your contact number, to send cheque to your residence/office.
Thanks & Regards,
Customer Care
IRB infrastructure Developers Ltd.
[protected]/6471 - Mr. Pandey & Dhavade

Sep 25, 2018

IRB Infrastructure Customer Care's response Dear Sir,

Greetings!

We are in receipt of your email dtd: 17.09.2018 relating to double deduction o[censored]ser fees through Cash as well as Fastag account at Talegaon Toll Plaza on Mumbai Pune Expressway.

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. In very limited cases, it so happens that the person at toll booth fails to notice the Fastag and ask for cash payment. 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.

Sep 12, 2018

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

We are in receipt of your email dtd: 07.09.2018 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.

Sep 14, 2018

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

We are in receipt of your email dtd: 03.09.2018 relating traffic congestion experienced by while to traveling by NH no 8 between Navsari and Bharuch as there is regular traffic jam near Kamrej at two diversions near Surat, registered under ‘Indian Consumer Complaints Forum’ portal.

At the outset, we sincerely apologize for inconvenience caused to you. In this regard, we would like to clarify as under:

1. The ongoing work in Kamrej-Chalthan section, is not carried out by IRB and is being undertaken by ‘National Highways Authority of India (NHAI)’ through its authorized agency. .
2. The traffic congestion at aforesaid point is not arising due to any inefficiency of toll plaza operations and can be attributed to insufficient lanes for traffic movement at those locations.
3. It may be noted that the agency undertaking the said work is responsible for management of traffic at that point.
4. In view of the above, the issue can be taken up directly with NHAI or the agency undertaking said work.
5. 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.


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.