SRINAGAR: All 1,597 complaints received from Jammu and Kashmir regarding staff behaviour, physical assault and excessive waiting time at National Highway toll plazas over the last three years have been resolved, the Centre informed the Lok Sabha on Thursday.
In a written reply to Unstarred Question No. 807 raised by Shri K C Venugopal, Union Minister for Road Transport and Highways Nitin Jairam Gadkari said complaints received through the 1033 helpline, the Rajmarg Yatra App, Public Grievance portal, email and written representations are addressed promptly and appropriate action is taken to ensure effective grievance redressal.
According to data placed before Parliament, Jammu and Kashmir recorded 1,597 complaints, all of which have been disposed of, leaving no pending cases
Nationally, several states continue to have unresolved complaints. Bihar has 22 pending complaints, Delhi 38, Gujarat 20, Punjab 28, Odisha 10, Karnataka 5, Madhya Pradesh 7, Tamil Nadu 7, Uttar Pradesh 6, West Bengal 5 and Telangana 1, while a number of other states have cleared all complaints.
The Minister also informed the House that the National Highways Authority of India (NHAI) issued 146 show-cause notices to tolling contractors during the last three years. Financial penalties amounting to Rs 5.53 crore were imposed, while three contracts were terminated for violations of contractual obligations and operational procedures.
On toll collection, Gadkari clarified that user fees are collected only after the issuance of a Completion Certificate or Provisional Completion Certificate, along with a safety certification declaring the highway fit for operation. Toll collection also begins only after the relevant user fee notification is published in the Gazette of India, in accordance with the National Highways Fee (Determination of Rates and Collection) Rules, 2008 and the applicable concession agreements.
The Minister said the Government already provides toll concessions while highways are being upgraded. User fees are reduced to 30 per cent on stretches where two-lane highways with paved shoulders are being widened to four lanes or more. On four-lane highways being expanded to six lanes or above, users pay 75 per cent of the applicable toll during the construction period. Annual revisions in toll rates are not carried out until the upgradation work is completed.
Gadkari further said regular inspections and compliance audits of toll plazas are carried out by the executing authorities. These inspections verify the availability of mandatory facilities, including ambulances, cranes, patrol vehicles, toilets, drinking water, lighting, CCTV surveillance, FASTag infrastructure, variable message signs, lane equipment and public information boards.
Where deficiencies are detected, corrective directions are issued and contractual action, including financial penalties and other measures permitted under concession agreements, is taken against the defaulting agencies, the Minister added.
