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Toll plazas ignoring NHAI guidelines
Almost every toll plaza in the State lent a deaf ear to the NHAI guidelines released to the companies operating them. Some companies say that they are busy finalising the bids while the officials responsible to implement the rules are expecting the companies to tie the bell for themselves.
- There are 28 toll plazas in the State
- A majority of the companies managing the toll plazas are not following the code of conduct issued by NHAI
- The code specifies wearing standard uniform displaying company logo and also a cap
- Staff should undergo mandatory training
- Toll plaza users complain over the arrogant behaviour of staff
Ongole/Nellore/Vizianagaram: Almost every toll plaza in the State lent a deaf ear to the NHAI guidelines released to the companies operating them. Some companies say that they are busy finalising the bids while the officials responsible to implement the rules are expecting the companies to tie the bell for themselves. There are 28 toll plazas in Andhra Pradesh, covering Sullurpet to Ichapuram, Pullur to Bagepally and SV Puram to Pullur.
A few companies operate multiple toll plazas in the State, based on their contract to build the roads. The National Highways Authority of India (NHAI), which administers the highways where these toll plazas are placed, receives a number of complaints on the billing and behavior of the toll plaza staff. To put an end to the complaints and introduce uniformity in operations, the NHAI has issued guidelines to implement Code of Conduct to all the toll plaza operators.
According to the code of conduct, all toll plaza staff should wear a standard uniform and undergo mandatory training. Their uniform should contain a sports cap with logo of operating company, full sleeves shirt and trouser, security belt with logo of the company, fluorescent safety jacket, black safety shoes and identity card. The staff must also possess training certificate to be produced to NHAI officials during surprise checks. The company must maintain a register with attendance and pre-job training details of the staff.
The NHAI issued a standardised model of receipt, and asked the company to see the receipt is printed in bilingual or trilingual and in 8cm x 12cm size. It ordered that the toll plaza companies must display a square board with 1.1 m in length, in green background to display the rates of single journey, return journey and monthly pass for various types of vehicles in a standard layout. However, a majority of the toll plazas didn’t start implementation of the code of conduct in the State, even after 10 days of the deadline given by the NHAI.
In Nellore district, toll plazas ignored the new guidelines of the National Highways Authority of India (NHAI). The district is having around 200 km highway from Kavali to Tada and the jurisdiction has been divided into two parts from Tada to Nellore and Nellore to Kavali. Swarna Toll Way Private Limited has been entrusted the job of maintaining 3 plazas in the southern part and Soma Toll Ways Private Limited is managing plazas in the northern part.
When The Hans India visited a toll plaza run by Swarna Toll Way at Venkatachalam, it was found that the staff members were using dress code designed by the security agency and the Toll Way staff members were also having their own uniform. But, the companies say they are just in a stage to finalise the providers of accessories and uniform to start the process of implementation. Balajee, HR Manager of Simhapuri Expressway Limited, which is operating three toll plazas at Bollapalli, Tangutur and Musunur in Prakasam and Nellore districts said, “We are in search of various contractors to provide the accessories like caps, shoes and ID cards insisted by the NHAI.
The tailors for stitching the uniform are also not finalised. For the receipt, we need to receive a quote from software providers to make changes in the billing system. It may take till the end of March to implement the changes demanded by the NHAI.” On the other hand, the users of the toll plazas feel that the staff should be trained in the aspects of customer care and hospitality, than the companies providing uniforms and accessories.
Ram Kumar, a user said, “The main problem the users face at the toll plazas is the arrogance of the staff. They should be trained in speaking with the customers, handling the counters and responding to requests of the users. Also, we request the toll plaza managements to provide drinking water for children at least, as the days are getting hotter very much before the onset of summer.”
