The Bangalore District Consumer Disputes Redressal Commission recently ordered the NHAI and JAS Toll Road Company Limited to compensate a commuter who was charged an additional 10 in toll fees.
The Commission, while awarding 5,000 in compensation, noted that consumers expect authorities to acknowledge their mistake and rectify it within a reasonable timeframe.
The NHAI and the toll company were accused by the complainant of collecting excess fees and failing to address the complaint, despite efforts to rectify the error. The complainant claimed that he was charged 40 instead of the usual 35 toll fee for a Karnataka highway on two separate occasions.
The Commission’s president, B Narayanappa, and members Jyothi N and Sharavathi SM noted that the NHAI and the toll company did not appear to have any intention of addressing the complaint.
The complainant had initially sent a legal notice to the toll company after being overcharged for the toll fee. However, despite this, the company failed to correct the error and repeated the overpayment collection a few months later. As a result, the complainant approached the Commission for resolution.
Upon examination, the Commission found that the toll fees were clearly stated to be 35, not 40, and thus, the NHAI and the company provided inadequate service. The Commission also acknowledged that such mistakes can happen and that consumers do not expect perfection.
“All they expect is the responsible authority acknowledging their redress and correct the error in the reasonable form of time,” the order stated.
As the NHAI and the toll company were unable to resolve the complainant’s issue, the Commission found that inadequate service had been provided.
As a result, the Commission directed them to pay the complainant 10, along with 5,000 in compensation for the mental and physical distress caused, and 3,000 to cover litigation expenses.
