Identification of Excess Toll Collection

• Excess toll may be collected due to system errors or incorrect vehicle classification.
  
• Manual or electronic overcharges are flagged during audits or user complaints.
  
• Mistakes in FASTag deduction or rate misapplication can also result in excess toll.
  
• Surveillance and toll software help identify such inconsistencies.
  
• Toll staff are trained to detect and report abnormal charge patterns.
  

Refund to the Affected User

• If overcharging is verified, a refund is issued to the vehicle owner.
  
• Refunds for FASTag users are processed through the linked bank or wallet.
  
• The user must provide transaction proof, vehicle number, and toll location.
  
• Refunds are usually credited within a few business days.
  
• Manual toll overcharges can be corrected on the spot at the plaza.
  

Accountability of Toll Operators

• Toll contractors are responsible for avoiding excess collection.
  
• If found guilty of repeated violations, they may face financial penalties.
  
• Contractual terms include provisions for refund and disciplinary action.
  
• Toll plazas are required to maintain transaction records for audit review.
  
• Operators must address user grievances as per service standards.
  

Monitoring by Regulatory Authorities

• NHAI and state highway authorities monitor toll collections regularly.
  
• They review discrepancies through audits, inspections, and user feedback.
  
• Excess toll findings are documented in compliance reports.
  
• Authorities can mandate mass refunds or compensation for affected users.
  
• Action may include warnings, fines, or suspension of toll operations.
  

Corrective Measures and Policy Enforcement

• Rate boards at toll plazas must clearly display vehicle-wise charges.
  
• Automated classification and digital billing are promoted to prevent errors.
  
• Authorities periodically update software and staff training programs.
  
• Public complaints are analyzed to improve toll accuracy and accountability.
  
• Continuous monitoring helps maintain fairness in toll collection practices.