Complaints of incorrect toll deductions related to Fastag are increasing across the country. Many vehicle owners report that their vehicles are parked at home, yet toll tax is deducted from their accounts. Many such experiences have been shared on social media. Although the NHAI promises to provide refunds upon complaint, complaints are often not resolved promptly.

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A Jaipur Case That Caught Attention

A similar incident occurred with Ashok Saini of Jaipur in August 2022. On August 20, he received a message on his mobile phone stating that his car had crossed the Daulatpura toll plaza at 9:42 am and a ₹55 charge had been deducted. According to Ashok, his car was parked at home at the time and had not been moved. He had issued the Fastag through PayTM Bank. Following this fraud, he filed a complaint directly with the Consumer Commission.

Consumer Commission Admits Negligence by Toll Management

The bench comprising Chairman GL Meena and members Supriya Agarwal and Ajay Kumar, hearing the case, found that there was clear negligence on the part of the toll plaza management. The Commission ordered a fine of ₹45,000 on the toll manager, along with nine percent interest on the ₹55 wrongly deducted from the date of the complaint until the decision. This decision is considered to strengthen consumer rights.

How Wrong Toll Deductions Happen

Sometimes, the scanning machine at the toll plaza fails to read the Fastag installed on a vehicle. In such situations, to avoid long queues, employees manually note down the vehicle number. Due to haste or negligence, one or two digits are sometimes entered incorrectly, resulting in a deduction from another vehicle owner’s account. This problem had become widespread previously, leading NHAI to impose fines of up to ₹1 lakh on toll operators for a single error.

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Why this case is important for consumers

This case from Jaipur proves that if you face an incorrect toll deduction, approaching the consumer court can be an effective solution, rather than simply complaining and waiting. The court not only refunds the wrongly deducted money but also fines the negligent manager. Such decisions play a vital role in preventing future cases.