National Highways Authority Of India [NHAI] — physical and verbal abuse by staff

Address:

Karnal, Haryana

On17/10/18 around 1715 hrs at gharaunda toll plaza, lane 10, staff asked me to go out of the lane and use another lane (Although i was the second commuter in line). On asking what’s the problem and reason to reverse all the way back, staff member mr rohit said, “the first commuter needs to arrange for a pass and hence i have to get out of the lane. At my request about being concessional as it’s hard to drive 30-40 meters while reversing and not to mention the judder bars would make it even harder, was told that should follow his command or won’t be allowed to cross the plaza. I responded to complaint about this behaviour but staff was not bothered about it. I have to get out of the car to arrange for phone number and what followed afterwards was even shocking. I was greeted with a flithy abuse (Can’t even describe what he said), and on my retaliaton i was highhanded by same person.
My blood was boiling that being a tax paying commuter why should i tolerate this behaviour?
When i tried to catch mr rohit who was trying to run away i was mob attacked by fellow staff members, one in particular mr sanjeev who was voilent as hell.
My parents and wife tried to intervene but was of no use and as a result my mother received a broken thumb, father was insulted and i received bruises and unbearable insult.
At the scene, toll plaza manager mr varun arrived who defended his staff’s behaviour without even listening to my side of story.
Police arrived at the scene and witnessed the abusive behaviour by staff sanjeev (Who was threatening me even in front of police officers) and mr varun who even refused me to lodge a complaint in logbook.
At police officer’s request my complaint was lodged and video footage was checked but the camera angle couldn’t cover the scene.
When i tried to lodge fir against the abusive behaviour toll plaza manager, staff members sanjiv and rohit all apologised to my family and forced me not to raise a police complaint as it may harm their families.
My parents got convinced with their emotional blackmail and refused to raise a legal complaint against them.
Now i am only left with one question, as per nhai guidelines issued in february 2016, which recommends the behavioural training of the toll plaza staff has been taken seriously or just being ignored like other rules?

This threatening behaviour clearly displays the rowdy attitude of the concessionaires and lack of respect for the commuters and law and order.