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New Delhi: The National Highways Authority of India (NHAI) has taken strict action against the operating agency at Delhi’s Bijwasan toll plaza following allegations of employee misbehavior with a motorist. The authority imposed a financial penalty of Rs 15 lakh on Riddhi Siddhi Associates, the agency responsible for toll collection and plaza operations. Additionally, NHAI has directed the firm to hand over operations of the toll plaza to a new agency by November 14, 2026. The authority has also proposed barring the agency and its owners or directors from participating in future tenders for one year.
The disciplinary action stems from an incident that took place on November 5 at the Bijwasan fee plaza located on National Highway-248BB. Staff deployed by the agency at the site were accused of misbehaving with a road user. After the complaint surfaced, NHAI took serious cognizance of the matter and initiated formal proceedings against the operator.
Agency Held Accountable for Staff Conduct
According to NHAI, the mandate of a toll collection agency extends beyond merely collecting fees from passing vehicles. The firm is equally responsible for monitoring the discipline, conduct, and daily functioning of the personnel deployed at the plaza. Under the terms of the contract, the operator must ensure that staff members maintain proper and respectful behavior toward all road users.
The authority observed that the Bijwasan incident reflects a clear failure on the part of the agency to supervise and maintain discipline among its workforce. Ensuring courteous treatment of commuters and drivers is a binding contractual obligation for any operating firm. Based on this breach of contractual duties, NHAI levied the Rs 15 lakh monetary fine on the agency.
Notice Issued for One-Year Tender Debarment
Alongside the financial penalty, NHAI has issued a show-cause notice to Riddhi Siddhi Associates. The notice outlines a proposal to debar the agency, along with its owners or directors, from bidding in the authority’s future tenders for a period of one year. The firm has been asked to submit its explanation and respond to the proposed ban.
However, a report citing a separate official statement also indicated that the agency has been barred from participating in ongoing and future tenders for one month. This highlights a distinction between the immediate one-month restriction and the proposed one-year debarment. A final decision on the one-year ban will be taken after reviewing the agency’s response to the show-cause notice and completing due process.
Operations to Be Handed Over by November 14
NHAI has set a strict deadline for the exit of the current operator, instructing Riddhi Siddhi Associates to transfer control of the Bijwasan toll plaza to a new agency by November 14, 2026. The firm must relinquish all responsibilities related to toll collection and plaza management within this stipulated timeframe. Once the handover is complete, a new operator will assume charge of the facility.
To help commuters report such issues directly, NHAI offers a Toll Plaza Feedback feature on the Rajmargyatra mobile application. Motorists can use the app to rate their experience, select specific complaint categories, and submit detailed remarks regarding staff behavior or plaza facilities. Annual pass holders receive an automatic prompt on the app after crossing a national highway toll plaza, while other drivers can access the feature through the application menu. NHAI stated that the Bijwasan action underscores its commitment to improving commuter experience and enforcing strict contractual accountability across highway toll plazas.
