Parliament Question: Complaints against Toll Plazas

GOVERNMENT OF INDIA MINISTRY OF ROAD TRANSPORT AND HIGHWAYS LOK SABHA UNSTARRED QUESTION NO. 807 ANSWERED ON 23rd JULY, 2026 COMPLAINTS AGAINST TOLL PLAZAS 807. SHRI K C VENUGOPAL: Will the Minister of ROAD TRANSPORT AND HIGHWAYS सड़क परिवहन औि िाजमार्ग मंत्री be pleased to state: (a) the number of complaints registered by commuters against toll plazas on National Highways across the country during the last three years, State-wise particularly on staff misbehaviour, physical assault and long waiting times; (b) the total number of show-cause notices issued, financial penalties imposed or contract terminations executed by the National Highways Authority of India (NHAI) against concessionaires and toll-operating agencies found violating standard operating procedures during the last three years; (c) whether the Government proposes to suspend toll collection on National Highways that are under construction, if so, the details thereof; and (d) whether the Government has conducted regular compliance audits to verify if toll plazas are providing mandatory basic amenities, if so, the details thereof? ANSWER THE MINISTER OF ROAD TRANSPORT AND HIGHWAYS (SHRI NITIN JAIRAM GADKARI) (a) Complaints regarding staff misbehaviour, physical assault, and long waiting times at fee plazas are received and addressed in a timely 1manner. Appropriate action is taken to resolve the issues and ensure effective redressal of the complaints. The State-wise details of such complaints received during the last three years are at Annexure A. (b) The details of show cause notices issued to tolling Contractors, penalties imposed and termination of contracts during the last three years are at Annexure B. (c) The collection of user fee commences only upon issuance of the Completion Certificate/Provisional Completion Certificate and the safety report certifying that the concerned section of the National Highway is fit for operation. User fee at Fee Plazas on National Highways (NHs) is levied and collected only after the publication of the respective user fee notification in the Gazette of India, in accordance with the provisions of the National Highways Fee (Determination of Rates and Collection) Rules, 2008 and the terms and conditions stipulated in the respective Concession Agreements. Further, as per the provisions of the NH Fee Rules, 2008, the applicable user fee is reduced during the period of upgradation of National Highway projects, and no annual revision of the user fee is carried out until completion of the upgradation works, as under: (i) Reduction of applicable user fee to 30% on stretches where two-lane highways with paved shoulders but below four lane configuration being upgraded to four lane or more lanes configuration. (ii) Reduction of applicable user fee to 75% on stretches where upgradation of four lane highways being upgraded to six lane or above configuration. (d) Regular inspections and monitoring of User Fee Plazas are conducted through executing authority, in accordance with the provisions of the Contract/ Concession Agreement and extant operational guidelines. Compliance with prescribed requirements such as ambulance, crane, patrol vehicles, toilets, drinking water, illumination, lane equipment, CCTV surveillance, Variable Message Sign (VMS), FASTag infrastructure, public information display boards and other mandatory facilities is periodically reviewed through inspections, audits and reports. Wherever 2deficiencies are observed, corrective directions are issued and contractual action, including imposition of penalties or other measures as per the provisions of the Contract/Concession Agreement, is taken against the defaulting agency, wherever warranted. 3ANNEXURE A ANNEXURE REFERRED TO IN REPLY TO PART (a) OF LOK SABHA UNSTARRED QUESTION NO. 807 FOR ANSWER ON 23rd JULY, 2026 ASKED BY SHRI K C VENUGOPAL REGARDING COMPLAINTS AGAINST TOLL PLAZAS. ---------------------------------------------------------------------------------------------------------------- The details of complaints received relating to staff behaviour, physical assault and excessive waiting time (through 1033, PG, Rajmarg Yatra App, email, written etc.): Name of the Total Complaint Total Complaint No. of complaints states/UTs resolved Pending Andhra Pradesh 3389 3389 0 Assam 3587 3587 0 Bihar 4424 4402 22 Chhatisgarh 1608 1608 0 Delhi 19461 19423 38 Gujarat 11026 11006 20 Himachal Pradesh 908 908 0 Jammu & Kashmir 1597 1597 0 Jharkhand 1100 1100 0 4Karnataka 4884 4879 5 Kerala 3630 3630 0 Madhya Pradesh 3596 3589 7 Odisha 2647 2637 10 Punjab 4532 4506 28 Rajasthan 8837 8837 0 Tamil Nadu 2811 2804 7 Telangana 1764 1763 1 Uttar Pradesh 8697 8691 6 Uttarakhand 966 966 0 West Bengal 1536 1531 5 5ANNEXURE B ANNEXURE REFERRED TO IN REPLY TO PART (b) OF LOK SABHA UNSTARRED QUESTION NO. 807 FOR ANSWER ON 23rd JULY, 2026 ASKED BY SHRI K C VENUGOPAL REGARDING COMPLAINTS AGAINST TOLL PLAZAS. ------------------------------------------------------------------------------------------------------------------ The details of show cause notices issued to tolling Contractors, penalties imposed and termination of contracts during last 3 years: Contracts Total number of show terminated for such Penalties imposed in cause notices issued violations during the Rs./Cr. (in last 3 years) (in last 3 years) said period(in last 3 years) 146 5.53 Cr. 3 ***** 6