In response to an incidence of violence and inappropriate behaviour with users of the National Highway at Sirmandi Toll Plaza on the Rajasthani Amritsar-Jamnagar segment, NHAI has taken severe action against Riddhi Siddhi Associates. On May 5, 2024, there were allegations of assault and inappropriate behaviour by toll operator staff.
The NHAI quickly looked into the matter and sent the company a “Show Cause” Notice. But the toll operating agency’s response was thought to be inadequate. The agency behaved violently and inappropriately against highway users, in breach of both the terms of the contract and the NHAI Standing Operating Procedure. Hence, M/s. Riddhi Siddhi Associates has been disqualified by NHAI from pre-qualified bidder status for a term of three months.
The NHAI’s contract agreement with toll operators requires strong discipline and decency in behaviour, and it expressly forbids misconduct or misbehaviour with the public. For the purpose of reducing altercation events at toll plazas and guaranteeing the safety of both commuters and toll operators, the NHAI developed comprehensive Standard Operating Procedures (SOP) last year.
In order to maintain a safe and smooth travel experience on National Highways, NHAI has recently taken strong action against organisations that engage in violence and inappropriate behaviour towards drivers at toll booths.
The National Highways Authority of India (NHAI) has taken strict action against a toll-operating agency for alleged misbehavior with highway users. The agency has been debarred from further operations after repeated complaints of misconduct by toll plaza staff, highlighting the government’s commitment to ensuring a safe and hassle-free experience for commuters.
Reason for Action
Several highway users lodged complaints against the toll-operating agency, citing instances of rude behavior, overcharging, and unprofessional conduct by staff at multiple toll plazas. Reports of altercations, delayed transactions, and poor grievance redressal mechanisms further worsened the situation, prompting NHAI to intervene.
NHAI’s Response and Measures Taken
NHAI conducted an inquiry and found substantial evidence supporting the allegations. As a result:
- The agency has been debarred from participating in future toll operations under NHAI.
- Staff involved in the misconduct have been blacklisted to prevent re-employment in highway operations.
- Toll plaza management has been directed to implement strict behavioral guidelines for employees.
- Surveillance mechanisms, including CCTV monitoring and real-time grievance redressal systems, have been strengthened to prevent future incidents.
Ensuring a Better Commuter Experience
NHAI has reiterated its commitment to improving the quality of service at toll plazas by enforcing stricter regulations on toll-operating agencies. Measures such as digital payment facilitation, increased automation, and third-party audits are being explored to minimize direct interactions and reduce instances of misconduct.
Way Forward
This action serves as a warning to other toll-operating agencies to maintain professional standards and adhere to ethical practices. By ensuring accountability, NHAI aims to make highway travel safer, smoother, and more user-friendly for all commuters. The authority has encouraged road users to report any similar grievances for prompt action.
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