NHAI’s Toolkit to Address Violent Motorists at Toll Plazas
Issue: Frequent violent altercations between toll plaza workers and motorists, often leading to physical confrontations.
Recent Incident: A video went viral showing an altercation between toll plaza workers and a motorist couple on National Highway 44 in Haryana’s Sonepat.
Reasons:
Disputes over FASTag issues or reluctance to pay toll fees.
Previous incidents include a worker shot dead over a refusal to pay Rs 27 at Kherki Daula toll plaza in 2011.
Remedies introduced by NHAI:
Body Cameras: Mandatory for toll-booth workers to de-escalate conflicts and record proof.
Gender Balance: Deployment of women staff during day shifts.
Training: Behavioral training and anger management for toll staff.
Documentation: Use mobile cameras for recording altercations.
Professional Conduct: Only senior toll staff to handle escalated situations; immediate police intervention when required.
Uniform Mandate: Toll agency staff should always wear NHAI-prescribed uniforms with visible names.
Safety Measures:“Overpowering” aggressive motorists without resorting to violence and seeking safe locations during dangerous situations.
Emphasizing Politeness: Toll staff to use “polite insistence” and avoid provocative language.
Economic Significance: Toll collection is crucial for NHAI’s development model. Post the introduction of FASTags in February 2021, toll collections surged, reaching around Rs 48,000 crore in 2022-23.
Dive into the discussion! Discover more on SRIRAM’s social media platforms.
Get It Right With SRIRAM’s
Share:
Get a call back
Fill the below form to get free counselling for UPSC Civil Services exam preparation
