The situation at Ban Toll Plaza on the Jammu-Srinagar National Highway is a glaring example of the blatant disregard for the NHAI guidelines. Despite clear directives intended to streamline traffic flow and reduce commuter inconvenience, long queues, poor service, and even coercion by toll personnel have become the norm. These are violations of the established protocols and a severe disservice to the thousands of daily commuters, tourists, and pilgrims who rely on this critical route. In May 2021, specific guidelines were issued to limit the waiting time at toll plazas to a maximum of 10 seconds per vehicle, even during peak hours. The guidelines also mandated that vehicles should not queue beyond 100 meters from the toll booth. To enforce this, yellow lines were to be painted at a distance of 100 meters from the booth in each toll lane. However, vehicles often wait well beyond the 100-meter mark, and the mandatory yellow lines are conspicuously absent, making it impossible for commuters to hold the toll operators accountable.
The situation is further aggravated by the use of outdated and inefficient technology. Instead of using high-quality cameras that can instantly read FASTags, the personnel at Ban Toll Plaza rely on hand-held devices, which are time-consuming and often malfunction. The use of force and abusive language by the toll plaza staff, as reported by numerous commuters, is completely unacceptable. All this causes undue hardship to the public. It is high time that NHAI takes strict action against the operators of Ban Toll Plaza. The situation demands immediate intervention to ensure that the toll plaza operates as per the guidelines. Commuters should not have to endure long waits and mistreatment while paying for a service that is meant to facilitate, not hinder, their journey. The NHAI must step up its enforcement mechanisms to ensure that the guidelines are followed rigorously and those responsible for these violations are held accountable. Only then can the promise of a seamless and safe journey on the National Highways be fulfilled.
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