The Electronic Toll Collection (ETC) system, facilitated by FASTag, has streamlined toll payments on national highways, enhancing the travel experience for road users. However, recent reports indicate a significant number of complaints regarding incorrect toll deductions through FASTags, highlighting areas that require immediate attention and improvement.
Overview of FASTag Complaints
- Inaccurate Toll Deductions Without Travel Over 1.5 lakh complaints have been reported where toll taxes were deducted despite no travel being undertaken. These instances have raised concerns among vehicle owners about the reliability of the FASTag system.
- Excessive Toll Charges Approximately 1.26 lakh road users reported being charged more than the set toll rates through FASTag. This discrepancy in toll charges indicates possible system errors or mismanagement at toll plazas.
- Barrier Issues Despite FASTag Another significant issue faced by over 1.68 lakh vehicles was being denied passage through toll plaza barriers despite having FASTags. This situation not only causes inconvenience but also questions the efficiency of the FASTag system.
- High Volume of Complaints The last financial year recorded over 8.66 lakh complaints on the NHAI helpline number, averaging about 2400 complaints daily. These figures highlight the urgent need for system improvements and better customer service.
Role of IHMCL
The Indian Highways Management Company Limited (IHMCL), a public enterprise under the Ministry of Road Transport and Highways, primarily addresses toll-related issues and complaints on national highways. The company’s latest report for the financial year 2022-23 sheds light on the extent of challenges faced by FASTag users.
The rising number of complaints regarding incorrect toll deductions through FASTags points towards systemic issues that need immediate resolution. While FASTag has revolutionized toll collection by saving time and reducing traffic at toll plazas, these issues undermine its effectiveness and user trust.
IHMCL’s report and the feedback from road users should serve as a catalyst for enhancing the system’s accuracy, transparency, and customer support. Addressing these challenges is crucial for maintaining the integrity and efficiency of India’s electronic toll collection system.
