NHAI Penalises Toll Collectors in 250 Cases Over False FASTag Deductions
The National Highways Authority of India (NHAI) has ramped up its efforts to tackle these erroneous transactions. In the past, motorists who had parked their vehicles or were nowhere near a toll plaza often received messages for toll deductions from their FASTag wallets, triggering confusion and frustration. Many such instances were attributed to errors in toll operators’ manual entry of vehicle numbers or issues with FASTag readers.
In response, the NHAI has cracked down on these discrepancies, issuing penalties to toll operators and making a substantial impact on the frequency of such incidents. According to officials, over 250 cases of false FASTag deductions have already been penalised, with fines of Rs 1 lakh imposed on each violation. These penalties have significantly curbed the problem, with the number of complaints dropping by almost 70%. While nearly 30 crore FASTag transactions occur across the national highway network each month, only about 50 legitimate complaints are now being registered with the Indian Highways Management Company Limited (IHMCL). The surge in complaints about false deductions has led many customers to take their grievances to social media platforms, where they share their experiences in the hope of getting a resolution. For those affected, the NHAI has made it easier to report such issues. Customers can lodge complaints by calling the toll-free number 1033 or emailing falsededuction@ihmcl.com. Once a complaint is received, each case is thoroughly investigated, and if the claim is found to be genuine, the customer is promptly refunded the deducted amount. Moreover, a fine of Rs 1 lakh is levied on the responsible toll operator.
The root cause of these errors, as outlined by IHMCL officials, stems from the manual entry of vehicle numbers by toll operators, especially when FASTag readers fail to recognise the tag or when tags are carried by drivers in their wallets instead of being affixed to the windshield. These operational errors have been exacerbated by occasional miscommunication or a lack of attention to detail during transactions, leading to incorrect toll charges being applied. While the technology behind FASTag is intended to simplify toll collection and reduce human error, such instances highlight the challenges in ensuring seamless operation across India’s vast highway network. The introduction of heavy fines for these errors has instilled a sense of accountability among toll operators, and the decline in complaints indicates that the measures are having the desired effect. This action aligns with the larger push for a more efficient and transparent toll collection system, which not only helps in reducing congestion at toll plazas but also promotes digital payments and greater accountability in the highway sector. As the number of FASTag users continues to rise and the government pushes for a digital-first approach in infrastructure management, the NHAI’s initiative offers a promising glimpse into how regulatory bodies can leverage penalties and technological oversight to maintain the integrity of public systems. With over 30 crore FASTag transactions taking place each month across the national highways, the ongoing efforts to ensure accuracy and fairness in toll charges will be crucial in promoting trust in the system.
For now, the NHAI’s steps to curb false deductions offer some reassurance to motorists. However, as digital payment systems become more prevalent, ensuring smooth operations will require continued vigilance, technological upgrades, and an unwavering commitment to customer satisfaction.
