Lok Sabha Question No. 543 (UNSTARRED), answered on 2021-02-04
Subject: FASTag System at Toll Plazas
Ministry: ROAD TRANSPORT AND HIGHWAYS
Asked by: Dayanidhi Maran

be pleased to state:

- (a) whether the Government is aware of media reports of long queues at Toll Plazas despite implementation of FASTags across the country and if so,  the  details  thereof  along    with    the    reaction    of    the    Government thereto;
- (b)    the    comparison    of    time    taken    to    pass    through  toll    points including  waiting  time  before  and  after implementation of FASTag;
- (c)    whether  complaints    have    been    raised    about  failures  in  FASTag
- system and if so, the details thereof; and
- (d)  the  steps  being  taken  to  improve  efficiency  of FASTag  system?

## ANSWER

## THE MINISTER OF ROAD TRANSPORT AND HIGHWAYS

(SHRI NITIN JAIRAM GADKARI)

(a) Cases of queues arise in 'FASTag lanes' at fee plazas due to vehicles not fitted with 'FASTag' or vehicles without valid, functional 'FASTag' entering  into  it.  In  the  hybrid  lane,  which  accepts  cash,  queues  arise because of non-FASTag vehicles. Sub-rule (3) of Rule 6 of the National Highways  Fee  (Determination  of  Rates  and  Collection)  Rules,  2008,  as amended,  provides  that  vehicles  not  fitted  with  'FASTag'  or  vehicles without valid, functional 'FASTag' have to pay double the applicable fee upon entering a FASTag lane at the fee plaza.

## GOVERNMENT OF INDIA

## MINISTRY OF ROAD TRANSPORT AND HIGHWAYS

## LOK SABHA UNSTARRED QUESTION NO. 543

ANSWERED ON 4 TH  FEBRUARY, 2021

## FASTAG SYSTEM AT TOLL PLAZAS

## 543.  SHRI DAYANIDHI MARAN:

## Will the Minister of ROAD TRANSPORT AND HIGHWAYS

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(b) On arriving at the pay-axis of the toll booth, fee payment via FASTag can be done within 5 seconds, whereas in cash payment, it usually takes more  than  40  seconds.  Waiting  time  in  FASTag  lanes  has  significantly reduced after implementation of FASTag, which will further improve as the system gets more operationalised. However, the waiting time in the hybrid  lane,  which  accepts  cash,  is  relatively  longer  because  of  nonFASTag vehicles. (c)  A  robust  customer  redressal  mechanism  has  been  put  in  place  to address  various  customer  complaints.  National  Highways  Authority  of India (NHAI) has set up a dedicated Toll-free Helpline (1033) round the clock for complaints related to FASTag. Additionally, all member banks are mandatorily required to set up a dedicated Customer Care number to address FASTag customers' complaints or queries. (d)  The  Government  has  taken  various  progressive  measures  for  the adoption of FASTag, increasing efficiency of the FASTag programme and providing  a  smooth  customer  experience.  In  order  to  ensure  easy availability  of  FASTag  to  vehicle  owners,  multiple  channels  like  banks, petrol  pumps,  e-commerce  websites,  etc.  have  been  engaged.  The facility of instant recharge via UPI on various UPI -enabled Apps such as BHIM, Google Pay, PhonePe, Paytm, etc. has been provided. My FASTag App has been developed as a one-stop solution for FASTag customers, with facility to check real time balance status of FASTag. Further, NHAI is resorting to upgradation of the fee plaza system  to facilitate real time transaction processing.

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