Heavy Penalty and Debarment
Along with contract termination, NHAI has imposed a financial penalty of ₹20 lakh on the agency, identified as M/s Dharm Singh. Additionally, the authority will encash the agency’s performance security of ₹3.66 crore to cover the repair and replacement costs of damaged equipment and infrastructure at the toll plaza.
A show-cause notice was earlier issued to the agency. However, its reply was deemed unsatisfactory. The toll operator was found guilty of multiple contract violations, including misconduct by staff, physical altercation, damage to public property, and disruption of fee collection services.
In a statement, NHAI reiterated its commitment to ensuring a safe and seamless travel experience for commuters on national highways. The authority emphasized that unruly behavior by toll staff with highway users, including defense personnel and public representatives, will not be tolerated under any circumstances.
NHAI has directed all toll collection agencies to take immediate disciplinary action against employees who misbehave with road users. Agencies have also been instructed to ensure professional conduct at toll plazas, recognizing their role as the face of India’s highway infrastructure.
Focus on Staff Training
To prevent the recurrence of such incidents, NHAI has asked operators to prioritize staff training. The authority recently organized a specialized session on “Enhancing Customer Interaction and Communication Skills at Toll Plazas,” aiming to improve how staff interact with highway users.
The training highlighted the need for courteous behavior, conflict resolution, and respect for commuters, particularly defense personnel who are exempt from toll charges. NHAI stressed that professional conduct is a critical part of its larger vision for modern, user-friendly highways across India.
Public Response and Wider Implications
The incident has reignited discussions about accountability in toll operations and the treatment of uniformed personnel. Citizens and advocacy groups have welcomed the swift action taken by NHAI, seeing it as a strong deterrent to future misconduct.
By coupling punitive measures with proactive training, the authority aims to set higher service standards at toll plazas across the country. The move also underscores the government’s message that while infrastructure expansion remains a priority, ensuring respect, safety, and smooth experiences for road users is equally critical.