National Highways Authority Of India [NHAI] — long waiting queue @ chaukadi toll booth (km163) nh28

Waiting at the highways need to be formalized by passing a gr regarding the waiting period at keystone due to congestion and lack of efficiency from the toll official personals and mismanagement from the nhai of supporting toll contractor. We also want to know that when we contacted the personal at the toll plaza they told that they don't have any gr or notification regarding the waiting period of a vehicle which doesn't have to pay toll due to loss of time or excess waiting at toll plaza. Please give us feedback or provide the guidelines where this information can be collected.
I would like you to know that we had to wait 40 minutes in line to get to toll plaza.