On-Spot Grievance Redressal

• Toll plazas are required to maintain a complaint register for user issues.
  
• Users can report overcharging, wrong deductions, or lane mismanagement on-site.
  
• A toll supervisor is designated to address and resolve such complaints.
  
• In most cases, immediate resolution is provided with manual correction.
  
• All grievances are logged and reviewed by toll plaza management.
  

Helpdesk and Customer Support

• Users can contact toll plaza helpdesks or highway helplines for complaints.
  
• FASTag-related issues can be directed to the respective bank’s support service.
  
• Contact numbers are displayed at toll booths for public access.
  
• Feedback can be submitted via toll system websites or SMS.
  
• Each complaint is assigned a reference number for tracking and follow-up.
  

Escalation to NHAI or Road Authority

• If the issue is unresolved, users may escalate it to the National Highways Authority of India.
  
• Complaints can be submitted through NHAI’s official grievance portal.
  
• State road authorities handle disputes for state highway tolls.
  
• Written complaints must include vehicle details, toll location, and evidence.
  
• Authorities are responsible for investigating and responding within a set time.
  

Legal and Contractual Remedies

• In cases involving fraud, illegal tolling, or contractual breach, legal action may be taken.
  
• Users can file cases with consumer forums or civil courts for compensation.
  
• Toll contractors are bound by the concession agreement and legal provisions.
  
• Penalties may be imposed on operators for non-compliance or repeated violations.
  
• Legal enforcement is handled under the National Highways Act or applicable state laws.
  

Monitoring and Audit-Based Resolution

• Regular audits of toll operations help identify systemic issues.
  
• Dispute trends are monitored for corrective policy measures.
  
• Toll operators must respond to audit objections and compliance reviews.
  
• Authorities use audit data to penalize or warn erring contractors.
  
• Persistent complaints can lead to contract review or revocation.