CCTV a must to tap into toll operators irregularities

Even as the National Highways Authority of India (NHAI) has instructed operators of toll plazas to conform to the rules laid down by it, many toll plazas have not installed CCTV cameras, leading to several irregularities, including failure to provide a receipt, to the vehicle owners/drivers. 

This often leads to altercation between toll plaza staff and drivers of the vehicles. Further, the road users are also provided old toll fee receipts, on occasions.

Sources said that most of the time, the toll collectors neither return the change, nor give a receipt for the toll collected and alleged that the change goes straight into their pockets “When I proceeded to Chennai from Tiruchy, the toll collectors did not provide the receipts. When I asked for one, the toll collector gestured to me to move my vehicle, as other vehicles blared horns. However, I kept arguing for receipt and at last he relented and gave me the receipt,” said K Bharani, employed in a private firm in Chennai. He also added that even though such toll plazas are operated by contractual agencies, money should not be misused. 

The NHAI through contracting agencies is running 43 toll plazas, covering 2,298.215 km. The Tamil Nadu Road Developing Company (TNRDC) operates three toll plazas on the ECR. At present, all the NHAI toll plazas are operated by contracting agencies. A retired NHAI official, speaking on conditions of anonymity, said that if the staff at the toll plaza cabins do not give receipts, the drivers could immediately complain to the supervisor or they can dial to the complaints number. 

“Since many government officials seek exemption from the toll fee, the staff can take advantage of it and cheat on this ground, without providing receipts to the road users,” he said. However, the loss of revenue will only be for contractual agencies, which should take up maintenance works in NH roads, he added. “To prevent such kinds of malpractice, the concerned officials should install CCTVs to record collectors’ actions so that we can be aware of the fact that how much money should have Been collected so far which could have been used for the welfare of the city and flyover maintenance. Further, the officials should ensure that right people should be employed in the toll collecting works,” said Daniel Robinson, programme manager, Chennai City Connect. He also suggested that technology should be improved. 

“Drivers can be provided smart cards or there can be automated system in the toll plazas like other developed countries,” he added. A supervisor of toll plaza said that they are monitoring all the toll collectors. “Some drivers, after paying toll fee, are moving their vehicles hastily without getting receipts and we are not responsible for such incidents,” he claimed. “If money directly goes into collectors’ pockets, we will suffer loss and it will affect maintenance works,” he pointed out. 

Guidelines given: G Athipathi, Project Director, NHAI, Chennai region, told DT Next that NHAI has given guidelines to the toll plaza operators. 

“Drivers can register a complaint with our website or dial complaint number, if the toll collectors do not issue receipts. We have also instructed the staff at toll plazas to maintain cordial relations with the drivers,” he said and added that NHAI is frequently issuing circulars on installing CCTVs to the toll operators.