[Resolved] IRB Surat Dahisar Tollway Pvt. Ltd. — break 3 minute rule at toll plaza

Rohit Pansuriya

from Ahmedabad, Gujarat

Address:

Navsari, Gujarat

Recently i have cross irb surat dahisar tollway pvt. Ltd. Boriach toll plaza then i have saw that we have stay more than 3 minit in toll pay line but when i talk to tall plaza service men for waiting of more then 3 minit at toll plaza then they told me that it have no any kind of rules you must pay toll. It is a strongly wrong action taken by toll plaza so i have complained about this rules. More then 100 cars waiting in this toll plaza and taken more than 10 minit to pay toll plaza. I want to justice.

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Dec 24, 2018

Complaint marked as Resolved

IRB Infrastructure customer support has been notified about the posted complaint.

Verified Support

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.