**Summary:**
On August 23, 2025, the Ministry of Road Transport and Highways (MORTH), through the National Highways Authority of India (NHAI), terminated a contract with a toll collection agency and debarred the agency from participating in bids for one year. This action was taken in response to an incident on August 17, 2025, at the Bhuni Toll Plaza on the Meerut-Karnal section of NH709A, where toll staff misbehaved with army personnel.
In addition to the contract termination and bidding debarment, NHAI imposed a penalty of Rs. 20 lakhs on the toll collecting agency, Ms Dharm Singh. The agency's performance security of Rs. 3.66 crores will be encashed to cover repair and replacement costs for damaged equipment and infrastructure at the Bhuni Toll Plaza.
NHAI issued a Show-Cause Notice to Ms Dharm Singh, seeking an explanation for the incident. The agency's response was deemed unsatisfactory, and the agency was found to be in direct violation of contract obligations due to misconduct by toll staff, physical altercation, damage to public property, and disruption of fee collection operations.
To prevent similar incidents in the future, NHAI has instructed all toll collection agencies to take strong action against employees who engage in unruly behavior with road users and public representatives. NHAI has also directed toll collection agencies to provide training to toll plaza staff on appropriate behavior towards National Highway users. NHAI previously organized training on "Enhancing Customer Interaction and Communications Skills at Toll Plazas."
NHAI emphasizes its commitment to providing a seamless travel experience on National Highways and affirms that unruly behavior by toll plaza staff towards National Highway users will not be tolerated. Release ID: 2160194.
Key Entities Referenced
Ministry of Road Transport Highways: The Indian government ministry responsible for the development and maintenance of national highways.
NHAI: National Highways Authority of India, the agency responsible for the development, maintenance and management of National Highways in India.
Army Personnel: Members of the Indian Armed Forces who were involved in an incident at a toll plaza.
Bhuni Toll Plaza: The specific toll plaza where the incident involving misbehavior with army personnel occurred. Located on Meerut Karnal section.
Meerut Karnal: A section of road where the Bhuni Toll Plaza is located.
NH709A: The specific National Highway number where the Bhuni Toll Plaza is located.
Ms Dharm Singh: The toll collecting agency that was issued a show-cause notice.
National Highways: Roads maintained by central government
Ministry of Road Transport & Highways
NHAI Terminates the Contract and Debars Toll
Collection Agency from Participation in Bids for One
Year for Misbehaving with Army Personnel
Issues Strict Instructions to All Toll Collection
Agencies to Take Action Against Their Employees
Who Indulge in Unruly Behavior with Road Users &
Public Representatives
Posted On: 23 AUG 2025 7:19PM by PIB Delhi
NHAI has terminated the contract and debarred the toll collection agency from participation in bids for one
year for misbehaving with army personnel by toll staff deployed at Bhuni Toll Plaza on Meerut-Karnal
th
section of NH-709A on 17 August 2025. In addition, NHAI has imposed a penalty of Rs. 20 lakhs on the toll
collecting agency and the performance security of the agency amounting to Rs. 3.66 crores will be encashed
towards repair/ replacement cost of the damaged equipment and infrastructure at the Bhuni Toll Plaza.
A ‘Show-Cause Notice’ was issued to the toll collecting agency M/s Dharm Singh, seeking an explanation
about the incident. The reply from the agency was not found to be satisfactory. The agency was found to be
in direct violation of contract obligations involving misconduct by toll staff, physical altercation, damage to
public property and disruption of fee collection operations.
To avoid recurrence of such incidents in the future, NHAI has instructed all toll collection agencies to take
strong action against their employees who indulge in such behavior with the road users and public
representatives. NHAI has also issued directions to all toll collection agencies to provide training to toll plaza
staff for good behavior with the National Highway users. NHAI had organized a training for all toll plaza staff
on the topic ‘Enhancing Customer Interaction and Communications Skills the Toll Plazas.’
NHAI is committed to providing seamless travel experience on the National Highways and unruly behavior
by the toll plaza staff with National Highway users cannot be tolerated under any circumstances.
***
SR/GDH/SJ
(Release ID: 2160194)