National Highways Authority Of India [NHAI] — Complaint regarding delay and misbehavior at bhagan toll plaza, sonipat (Lane-1, may 1, 2025, 6:50 pm)

Dear Sir/Madam,

I am writing to bring to your attention a distressing incident that occurred at the Bhagan Toll Plaza, Sonipat (Haryana) on May 1, 2025, around 6:50 PM in Lane-1.

Our vehicle, which belongs to Kar Sewa Trust, was traveling with the saintly head of our Gurudwara Sahib. As per NHAI rules, such vehicles engaged in religious and charitable activities are exempt from toll payment. However, we were subjected to an unnecessarily long delay — over 15 minutes — in the queue, which violates the maximum permissible wait time at FASTag toll plazas.

What was more upsetting was the rude and uncooperative behavior of the toll staff. Despite respectfully explaining the nature of our travel and exemption status, the staff refused to listen and behaved in a disrespectful and hostile manner. One of the staff members even said, “We are orphans; we don’t believe in any trust, ” which was completely unprofessional and insensitive.

Looking forward to your prompt response and action.