National Highways Authority Of India [NHAI] — Not obligatory to the rule of 10sec at toll plaza of NHAI

At Mandi Toll Plaza(Bharuch, Gujarat) being waited for more than 10 secs in 100 mts range but when asked for free toll as per guidelines of NHAI Toll Plaza Rule, the toll manager did not validated free toll and communicated through obstruct language and tried to misguide the citizen !
Are rules made just to be displayed or are they being really implemented !
Hope concerned authority takes a view on such incidents.