NHAI Penalises Agency for Misconduct at Bhuni Toll Plaza

26 Aug 2025 CW Team

The National Highways Authority of India (NHAI) has terminated the contract of the toll collection agency at Bhuni Toll Plaza on the Meerut–Karnal section of NH-709A and debarred it from participating in bids for one year, following misconduct by toll staff towards army personnel on 17 August 2025.

In addition to the termination, NHAI has imposed a penalty of Rs 20 million on the agency, M/s Dharm Singh, and announced that its performance security amounting to Rs 366 million will be encashed to cover the cost of repairs and replacement of damaged equipment and infrastructure at the plaza.

A show-cause notice was earlier issued to the agency, but its reply was deemed unsatisfactory. The company was found in direct violation of contract obligations, including misconduct by staff, physical altercations, damage to public property, and disruption of toll collection operations.

To prevent similar incidents in the future, NHAI has directed all toll collection agencies to take strict disciplinary action against staff who misbehave with highway users or public representatives. Agencies have also been instructed to provide regular training to toll plaza employees on customer interaction and communication skills. NHAI itself had recently organised such a programme to improve service standards.

Reaffirming its commitment, NHAI stated that ensuring a seamless travel experience on national highways remains a priority, and unruly behaviour by toll plaza staff towards highway users will not be tolerated under any circumstances.

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