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The National Highways Authority of India (NHAI) has terminated the contract of the user fee collection agency operating the Bara toll plaza in Barabanki district following an incident in which toll personnel allegedly assaulted a lawyer. The authority has also issued a show-cause notice proposing stringent punitive measures, including debarment from future contracts and forfeiture of a ₹5.3 crore bank guarantee.
The action stems from an incident reported on January 14 on the Lucknow–Sultanpur stretch of NH-731, where a dispute at the toll plaza escalated into physical violence. NHAI officials said the episode constituted a grave breach of contractual obligations and raised serious concerns over commuter safety and discipline at toll facilities.
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Contract terminated, penalties proposed
In its notice to the user fee collection agency, NHAI cited failure to ensure orderly conduct and adequate supervision of personnel deployed at the toll plaza. The authority has proposed debarring the agency from participating in any NHAI tenders or contracts for a period of one year, subject to due process.
Additionally, NHAI has initiated steps to encash and forfeit the performance security and bank guarantee amounting to ₹5.3 crore submitted under the existing agreement. Officials said the proposed measures are intended to enforce accountability and deter similar incidents across the national highway network.
Zero tolerance for misconduct
NHAI underscored that toll plazas are critical public interfaces and that contractors are contractually bound to ensure staff interact with road users in a lawful, courteous and non-confrontational manner. Any deviation, particularly incidents involving violence or intimidation, invites immediate and stringent action.
Officials noted that the reported assault reflected a breakdown in supervision, discipline and adherence to contractual norms. “Such behaviour amounts to a serious violation of the agreement and undermines public confidence in toll operations,” an official familiar with the matter said, adding that the authority follows a zero-tolerance policy for misconduct at toll plazas.
Police action and local impact
Following the incident, local police registered a case against multiple toll workers. Arrests were made as investigations commenced to establish individual roles and responsibility. The episode triggered protests by members of the legal fraternity, who temporarily disrupted toll operations in protest against the alleged assault.
Traffic movement at the plaza was affected for several hours amid heightened tensions, prompting intervention by the local administration and law enforcement agencies to restore normalcy. Operations were later resumed under heightened security and oversight.
Wider message to toll operators
Officials said the decisive action against the Bara toll plaza operator sends a clear message to all concessionaires and user fee agencies operating on national highways. Contractors, they stressed, will be held fully responsible for the conduct of their staff and for maintaining a safe, orderly environment for commuters.
NHAI is also reviewing monitoring and compliance mechanisms at toll plazas, including staff training, grievance redress systems and real-time supervision, to prevent recurrence of such incidents. The authority is considering additional safeguards to ensure swift intervention when disputes arise at toll points.
Commitment to user safety
Reiterating its commitment to highway user safety, NHAI said compliance with contractual obligations is non-negotiable. Toll plazas, officials emphasized, must function in a transparent, disciplined and user-friendly manner, reflecting the standards expected of public infrastructure services.
Any incident that compromises the dignity, safety or convenience of road users will be met with firm enforcement action, the authority said. The case, officials added, will be pursued to its logical conclusion, including completion of debarment proceedings and recovery of financial guarantees, in line with established procedures.
The development underscores a tougher enforcement stance by highway authorities aimed at strengthening accountability and ensuring that national highways remain safe and accessible for all users.
About the author – Ayesha Aayat is a law student and contributor covering cybercrime, online frauds, and digital safety concerns. Her writing aims to raise awareness about evolving cyber threats and legal responses.
