IRB Infrastructure Complaints & Reviews

Sep 03, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 31.08.18, regarding single Journey charged from Fastag for GJ 05 registration vehicle registered under ‘Indian Consumer Complaints Forum’ portal. In this context, 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 GJ05 registration 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. With respect to your complaint regarding non-compliance of your complaints, we would like to inform that we haven’t received any complaint from you earlier. Please note that all complaints are responded by us within reasonable time.
7. 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.

Aug 23, 2018

IRB Infrastructure Customer Care's response Dear Sir,

Greetings!

We are in receipt of your email dtd.20.08.18, regarding delay at Rajendra Nagar Entry & Kokapet Exit Toll Plaza (ORR Nehru project Hyderabad), registered under ‘Indian Consumer Complaints Forum’ portal.

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

1. Please note that we are experiencing shortfall of lanes at these locations which at times results in traffic during peak hours. The same has also been brought to the notice of relevant authorities.
2. To mitigate the same & for fast clearance of traffic during peak hours, we have made following arrangements :
a) Deployment of additional manpower.
b) Provision of change and small denomination notes to facilitate users.
3. 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.
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.

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

Sep 03, 2018

IRB Infrastructure Customer Care's response Dear Madam,
Greetings !
We are in receipt of your complaint dtd: 14.08.18, regarding deduction o[censored]ser fees through Cash & 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. Please note that the user fee for car is Rs.230/- at Khalapur Toll Plaza for full stretch (Mumbai to Pune) and Rs.138 for partial stretch (Mumbai-Lonavala). Users while paying cash have discretion to obtain receipt for Khlapur/Lonavala and users who have paid Rs.230/- in cash at Khalapur are not required to pay anything at next Toll Plaza at Talegaon enroute to Pune. However, for Fastag partial payment (i.e. Rs.138/- up to Loanavala) is collected at Khalapur and difference amount is collected at Talegaon.
2. We have verified our accounts and confirm that we have received an additional amount of Rs.138/- and the same can be refunded.
3. 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.
4. 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 29, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd. 11.08.18, regarding abusive language of toll staff at Charoti Toll Plaza, 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. In this regard, we would like to clarify as under:
1. Toll booth system at toll plaza doesn’t accept return receipt after its validity is over. You will appreciate that toll staff cannot do anything beyond what is permissible by system.
2. To investigate the matter properly we request you to please share some details of journey viz lane / booth no, date & time or provide scan copy of toll receipt.

3. 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.

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.

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

Aug 17, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings!
We are in receipt of your email dtd: 08.08.2018 relating to toll exemption not given to defense persons at 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 and wish to inform you that we hold our armed forces in high esteem and have highest of regards for defense personnel.

In context of toll (User Fee) at Mumbai-Pune Expressway, we would like to clarify as under:

1. User Fee for Mumbai Pune Expressway is governed by Notification No.PSP.2000/CR-106(II)/Road-8 dtd:09.08.2004 issued by Government of Maharashtra (copy enclosed for ready reference)

2. As per said notification only defense vehicles are exempted from payment o[censored]ser fee. There is no exemption for the private/personal vehicles of defense personnel as per aforesaid notification. Accordingly user fee was requested from you by toll staff. You will appreciate that toll staff cannot do anything beyond what is permissible under notification.

3. 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.

4. As you have not shared your journey details (viz name of toll plaza, date & time of incident etc.) with us we are unable to investigate the alleged misbehavior.

5. Request you to kindly share above details with us which will be enable us to investigate further.


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

Thanks & Regards,

Aug 06, 2018

IRB Infrastructure Customer Care's response Dear Sir,

Greetings!

We are in receipt of your email dtd.24.07.18, regarding arrogant behavior of toll staff at Dundigal Toll Plaza (ORR Nehru project Hyderabad), registered under ‘Indian Consumer Complaints Forum’ portal. In this context, we would like to clarify as under:

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

1. You had approached exit toll booth and exit receipt was issued as after scanning the entry receipt as required by you. However, subsequently you changed your plan and asked for Return Journey Toll Receipt.

2. It was informed by the toll staff that the receipt once issued cannot be cancelled. This led to altercation between yourself and toll staff. You will appreciate that toll staff cannot do anything beyond what is permissible by system. We understand that attendant had rightly guided you about the system.

3. 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.

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.

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

Aug 03, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings !
We are in receipt of your email dtd : 20.07.18, regarding high deduction of amount from Fastag at Vasad Toll Plaza on NH8 Gujarat, 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. Fastags are issued by bank and configuration of local monthly pass on Fastag is additional activity which needs to be undertaken as per process defined by regulatory authorities. You will appreciate that Tag issuing person ought to have informed the same while issuing the Fastag.

2. However, we understand that local monthly pass has already been configured on your Fastag as per applicable notifications after it was brought to our notice. Our plaza manager has already contacted you to inform the same.

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 08, 2018

IRB Infrastructure Customer Care's response Dear Sir,
Greetings !
We are in receipt of your email dtd :19.07.18, regarding deduction o[censored]ser fees through Cash & Fastag debit 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.

Jul 19, 2018

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

We are in receipt of your email dtd: 12.07.2018 relating to misbehavior by toll staff & non-issuance of toll receipt 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 the matter has been investigated by us and clarify as under:

1. We have checked transaction details from our records and observed that you had entered Expressway through Talegaon Toll Plaza and Rs.138/- was deducted from fastag account.

2. While passing through Khalapur Toll Plaza, your tag was not valid (due to insufficient balance), which was brought to your notice by toll staff. Accordingly, you were requested to pay Rs.138/- by cash as per tariff applicable at the said plaza.

3. It may be noted that payment processing under Fastag is automated mechanism and cannot be interlinked with partial cash payment for two connected plazas. Also the person at one plaza will not have any access of Fastag transactions at another plaza.

4. We understand that the toll staff had rightly demanded Rs.138/- as per applicable tariff and there was no any incidence of misbehavior. 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.

5. We also understand that a valid toll receipt for Rs.138/-was issued to you. We strictly ensure issuance of valid toll receipt for every cash/card transaction and payment may be denied if a valid receipt is not issued.

6. It may be further noted that we have deployed senior personnel at each toll plaza for escalation and resolution of any issue immediately. Complaint book has also been provided at each toll plaza for registration of the complaint.

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.

Jul 07, 2018

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

We are in receipt of your email dtd: 05.07.2018 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 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.

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.

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.

Jun 08, 2018

IRB Infrastructure Customer Care's response Dear Sir,

Greetings !

We are in receipt of your email dtd :04.06.18, regarding double debit at Talegaon Toll Plaza on Mumbai Pune Expressway, registered under ‘Indian Consumer Complaints Forum’ portal. In this context, we would like to clarify as under:

1. Firstly, we sincerely regret the inconvenience caused.
2. The given information is incomplete, we are unable to verify the details.
3. Please share copy of toll receipt & last four digit of your Credit Card with us to verify the transaction details.
4. To get the refund, you are requested to kindly get in touch with your tag issuing Bank and raise a charge-back for excess amount debited in your account.
5. This is for your information and assuring you of our best services at all times.


Thanking you

Nitin V Bansode
Head Toll Operations
IRB Infrastructure Developers Ltd

Jun 01, 2018

IRB Infrastructure Customer Care's response Dear Sh.Avinash Sir,

1. Please refer to your email dated 27 May 2018.
2. Your call was received by CCR at 00: 58 hrs on 27 May 2018, regarding assistance required as the fuel in your car had finished.
3. Despite repeated queries by the CRO, your location was not identified though it was clear that you were traveling towards Ahmedabad.
4. Subsequently, at 02:00 hrs, your location was provided by Ring Road Toll Plaza and Section 2 patrolling team was sent to recover your vehicle and drop from Ch 26+750 RHS to Reliance Petrol Pump.
5. The avoidable delay occurred due to deficiency of communication between the affected parties. Notwithstanding the above, we have addressed the issue and counselled the CRO/concerned staff, so that such incidents are not repeated.

This is for your information please.

Regards

Anuj Kumar Singh
GM

May 30, 2018

IRB Infrastructure Customer Care's response Dear Mr Ravalji Ravindrasingh (ID 10950)

We are in receipt of your of complaint registered on the Portal of Indian Consumer Complaints Forum on dtd. 16/5/2018, relating to your employment/rejoining. In this context, we would like to clarify as under :

1. Since the complaint is not pertaining to Highway Usages as a toll paying customer, it is related to your employment /rejoining, for the same you are requested to kindly contact IRB HR department with prior intimation.
2. The contact numbers are as under :
(022) – 67336400
[protected]

3. Please note that for employment terms & conditions company policy prevails.

Thanking you

Nitin V Bansode
Head Toll Operations
IRB Infrastructure Developers Ltd,

May 31, 2018

IRB Infrastructure Customer Care's response Dear Mr. Rajneesh

We are in receipt of your email dtd :13.05.18, regarding rude behavior of staff at Ladpalwan Toll Plaza Amritsar, registered under ‘Indian Consumer Complaints Forum’ portal. In this context, we would like to clarify as under:

1. Firstly we sincerely regret for inconvenience caused to you,
2. We have investigated your complaint.
3. We have observed that on dtd : 13.05.18 you had purchased return toll ticket in the morning from booth No.W03 on which you had completed your return journey in the evening.
4. At 08.00 p.m. on 13.05.18 again you had shown same return toll ticket for crossing toll plaza.
5. Since as per Govt. Notification No.S.O.1846 (E), copy enclosed, Return Toll Ticket is valid for “Two One Way Journey within a day” our staff requested you to pay again.
6. This leads to some verbal exchanges of words between yourself & toll staff.
7. ‘Complaint Register’ was demanded by you, which was promptly arranged by toll staff.
8. You had registered your complaint in ‘Complaint Register’ and complaint no. was 326.
9. We are carrying out toll operations at aforesaid toll plaza under the guidelines of ‘National Highways Authority of India’.
10. As per aforesaid notification facility of multiple journey toll ticket does not exists.
11. We have deployed qualified and efficient staff who are trained for the job and amicable customer behavior.
12. We deny all your allegations that our staff had misbehaved with you.
13. This is for your information and assuring you of our best services at all times.

Thanking you
Nitin V Bansode
Head Toll Operations

May 31, 2018

IRB Infrastructure Customer Care's response Dear Mr. Dishant

We are in receipt of your email dtd: 11.05.18, regarding vehicles having registration no GJ 05, allowed to pass without paying toll, registered under ‘Indian Consumer Complaints Forum’ portal. In this context, we would like to clarify as under:

1. Please be informed that we are carrying out toll operations at aforesaid toll plaza under the guidelines of ‘National Highways Authority of India’.
2. As per Govt.Notification No.S.O.2424 (E), copy enclosed, there is no exemption to any individuals except that are permitted in aforesaid Notification.
3. At the same time, there is provision of issuing discounted Monthly Passes for the local residents for their non commercial vehicles, residing within the radius of 20 KM’s.
4. Most of the vehicles having registration no GJ 05 are having Monthly Passes & some vehicles are taking ‘Return Journey’ toll tickets.
5. They have affixed Monthly Passes on the windshield of their vehicles & Return Passes are also visible, shown from inside the vehicle, same shall be recognized by toll staff and allowed such vehicles to go at an instant to avoid any inconvenience to other vehicles that are already standing in the queue of that lane.
6. From this, you may be thought that GJ 05 vehicles are allowed to go without paying toll fees.
7. This is for your information and assuring you of our best services at all times.

Thanking you

Nitin V Bansode
Head Toll Operations