IRB Infrastructure — regarding workers at varsoli toll plaza

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.