The complaints primarily relate to staff behaviour, physical assault and excessive waiting time at toll plazas, and are addressed in a timely manner through appropriate grievance redressal mechanisms.
| Photo Credit: K. MURALI KUMAR
A total of 4,884 complaints relating to staff misbehaviour, physical assault and excessive waiting times at National Highway toll plazas were registered in Karnataka during the last three years, according to data by the Ministry of Road Transport and Highways.
Of these, 4,879 complaints have been resolved, while five cases remain pending, indicating a resolution rate of over 99.8%.
The figures were shared by Union Minister for Road Transport and Highways Nitin Gadkari in response to an unstarred question raised in the Lok Sabha on July 23 regarding complaints against toll plazas on national highways.
According to the ministry, complaints are received through multiple channels, including the 1033 National Highway helpline, the Rajmarg Yatra App, the Public Grievance portal, email and written representations. The complaints primarily relate to staff behaviour, physical assault and excessive waiting time at toll plazas, and are addressed in a timely manner through appropriate grievance redressal mechanisms.
Top States
Among the States, Delhi recorded the highest number of complaints at 19,461, followed by Gujarat (11,026), Rajasthan (8,837) and Uttar Pradesh (8,697). Karnataka’s tally of 4,884 complaints was higher than neighbouring Kerala (3,630), Tamil Nadu (2,811) and Telangana (1,764).
The ministry also disclosed enforcement action taken against toll-operating agencies over the last three years in the country. It stated that 146 show-cause notices were issued to toll contractors, financial penalties amounting to ₹5.53 crore were imposed, and three contracts were terminated for violations of contractual obligations and operational guidelines. However, the ministry did not provide a State-wise breakup of these actions.
How complaints are handled
Explaining how complaints are handled, a senior NHAI official said that every complaint lodged by commuters against a toll plaza is registered and examined promptly. “The authority follows a zero-tolerance policy towards staff misbehaviour, physical assault and harassment. Complaints are reviewed using available evidence, including geo-tagged photographs and other supporting material submitted by commuters. If the allegations are found to be genuine, appropriate action is initiated against the toll operator. In cases involving worker brutality or serious misconduct, the user fee collection contract of the toll-operating agency may be cancelled immediately,” official said.
The official added that the NHAI protocols also require toll plaza managers and local authorities to register a First Information Report (FIR) in incidents involving physical violence.
Published – July 28, 2026 06:01 am IST
