4,884 complaints against National Highways toll booths in Karnataka in three years; only five cases remain pending

Complaints mainly relate to staff behaviour, physical assault and excessive waiting time at toll booths and are dealt with in a timely manner through appropriate grievance redressal mechanisms. | Photo credit: K. MURALI KUMAR

According to data from the Ministry of Road Transport and Highways, a total of 4,884 complaints of employee misconduct, physical assault and excessive waiting time at toll booths on national highways have been registered in Karnataka in the last three years.

Of these, 4,879 complaints have been resolved while five cases remain pending, showing a resolution rate of over 99.8%.

The figures were disclosed by Union Minister for Road Transport and Highways Nitin Gadkari in response to an unstarred question raised in the Lok Sabha on July 23 on complaints against toll booths on national highways.

According to the ministry, complaints are received through various channels, including the 1033 National Highway hotline, Rajmarg Yatra App, Public Grievance Portal, email and written statements. Complaints mainly relate to staff behaviour, physical assault and excessive waiting time at toll booths and are dealt with in a timely manner through appropriate grievance redressal mechanisms.

The best states

Among the states, Delhi recorded the highest number of complaints with 19,461, followed by Gujarat (11,026), Rajasthan (8,837) and Uttar Pradesh (8,697). With 4,884 complaints, Karnataka was higher than neighboring Kerala (3,630), Tamil Nadu (2,811) and Telangana (1,764).

The ministry also published the enforcement measures it has taken against toll authorities in the country over the past three years. It noted that 146 preliminary notices were issued to toll contractors, financial penalties of ₹5.53 crore were imposed and three contracts were terminated for breach of contractual obligations and operational guidelines. However, the Ministry did not ensure the state separation of these events.

How complaints are handled

Explaining how complaints are handled, a senior NHAI official said that every complaint lodged by commuters at the toll plaza is immediately registered and reviewed. “The Authority maintains a zero tolerance policy towards employee misconduct, physical assault and harassment. Complaints are assessed using available evidence, including geo-tagged photographs and other supporting materials submitted by commuters. If the allegations are found to be true, appropriate action is taken against the toll operator. In cases involving employee brutality or serious misconduct, the official may immediately terminate the toll collection agreement.

The official added that NHAI protocols also require toll managers and local authorities to register a First Information Report (FIR) in case of incidents involving physical violence.

Published – 28 Jul 2026 06:01 IST