Delhi commuter stops to pay toll at plaza, booth staff behaves badly, NHAI orders agency to pay Rs 15 lakh and stop operations within two days

National Highways Authority of India (NHAI) has imposed a Rs 15 lakh penalty on the agency collecting toll at Delhi's Bijwasan Fee Plaza after complaints of misbehaviour by its personnel towards road users. The authority has also directed the operator, Riddhi Siddhi Associates, to hand over the toll plaza to a new agency by November 14, 2026.

The action follows an incident reported on November 5 at the fee plaza on NH-248BB. NHAI has also issued a show cause notice proposing to bar the agency and its owners or directors from participating in future NHAI tenders for one year.

What happened at Bijwasan toll plaza?

The incident involved personnel deployed by Riddhi Siddhi Associates at the Bijwasan Fee Plaza. Following the incident with a road user, NHAI took action against the agency responsible for collecting user fees and managing staff at the toll plaza.


Under its contract, the fee collection agency is responsible for ensuring proper conduct, discipline and behaviour among its personnel deployed at the plaza.

NHAI said the incident reflected a failure by the agency to ensure discipline, proper supervision and compliance with its contractual obligations.

NHAI imposes Rs 15 lakh fine, issues debarment notice

Apart from the financial penalty, NHAI has initiated action that could prevent Riddhi Siddhi Associates and its owners or directors from participating in future tenders for one year.

The show cause notice seeks the agency's response to the proposed one-year debarment. Separately, an IANS report citing the official statement said NHAI has debarred the agency from participating in ongoing and future tenders for one month.

The authority has also set November 14, 2026, as the deadline for the agency to hand over the fee plaza to the new operator.

How can commuters report toll plaza complaints?

NHAI has a 'Toll Plaza Feedback' facility on its Rajmargyatra mobile application, through which National Highway users can share their experiences.

Users can rate their experience, select options relevant to their journey and add remarks about the toll plaza.

Annual pass holders receive a notification through the application after crossing a National Highway toll plaza, inviting them to submit feedback. Other road users can access the feature through the app's menu and report their experience at any toll plaza.

NHAI said the facility is intended to help improve the experience of National Highway users.

(With IANS, PTI inputs)