The National Highways Authority of India (NHAI) has terminated the contract of the toll collection agency and debarred it from participating in bids for one year after its staff misbehaved with army personnel at the Bhuni Toll Plaza on the Meerut–Karnal section of NH-709A on 17th August 2025.
In addition, NHAI has imposed a penalty of ₹20 lakh on the agency and decided to encash its performance security of ₹3.66 crore to cover the cost of repairing and replacing damaged equipment and infrastructure at the plaza.
The action follows a ‘Show-Cause Notice’ issued to the toll collecting agency, M/s Dharm Singh, whose reply was found unsatisfactory. The agency was held responsible for misconduct by staff, physical altercation, damage to public property, and disruption of toll operations, all in violation of contractual obligations.
To prevent recurrence, NHAI has directed all toll agencies to take strict disciplinary measures against erring staff and to provide training in customer interaction and communication skills. Recently, NHAI organized a training program for toll plaza staff on ‘Enhancing Customer Interaction and Communication Skills at Toll Plazas’.
Reiterating its commitment, NHAI emphasized that it is dedicated to ensuring a seamless travel experience on National Highways and that unruly behavior by toll staff will not be tolerated under any circumstances.
