Prathamesh
Last Name
Parkar
Mailing Address
Excellence Residency 102, Sector 5 Plot no 53, Ulwe Navi Mumbai 410206
Email ID
prathamesh12@yahoo.com
Mobile Number
8828839689
Complaint Details
I am writing to express my dissatisfaction and concern regarding a recent experience at the Ulwe Toll of Atal Setu. Despite being equipped with a functioning FastTag,
I, along with several other commuters, was subjected to a significant delay on 04/04/2024 . After waiting for approximately 15 minutes in the FastTag lane, we were informed that the machine was not operational and were instructed to reverse our vehicles to join the cash lane. This not only caused inconvenience but also raised safety concerns as reversing in such conditions is risky and could potentially lead to accidents.
It is imperative to understand that as taxpayers and compliant users of FastTag, we expect a certain level of efficiency and reliability in the toll collection process. The malfunctioning of machines and inadequate backup solutions reflect poorly on the management of the toll operations. If the machinery is known to be unreliable, it becomes the responsibility of the toll management to ensure that alternative arrangements are in place to prevent hindrance to the commuters.
Moreover, I was taken aback by the fact that the FastTag lane was closed in the morning, with only the cash lane operational. This decision not only defeats the purpose of FastTag but also causes unnecessary delays for regular commuters. The rationale behind such an operational choice remains unclear and seems unjustifiable.
Adding to the inconvenience was the unprofessional behavior encountered from one of the toll collectors, who lacked the necessary knowledge and etiquette when dealing with customers. Being informed that "FastTag lane and cash lane is similar" is not only incorrect but also indicative of a lack of proper training and understanding of their role.
Given these issues, I urge the concerned authorities to take immediate action to:
Ensure that all FastTag machines are in working condition or promptly repaired if they malfunction.
Keep FastTag lanes operational at all times to facilitate smooth traffic flow.
Train toll booth operators adequately to ensure they possess both the knowledge and the demeanor to interact professionally with commuters.
I hope that my feedback will be taken seriously and that swift action will be taken to improve the situation, thereby restoring the trust and confidence of the public in the toll management system.
I, along with several other commuters, was subjected to a significant delay on 04/04/2024 . After waiting for approximately 15 minutes in the FastTag lane, we were informed that the machine was not operational and were instructed to reverse our vehicles to join the cash lane. This not only caused inconvenience but also raised safety concerns as reversing in such conditions is risky and could potentially lead to accidents.
It is imperative to understand that as taxpayers and compliant users of FastTag, we expect a certain level of efficiency and reliability in the toll collection process. The malfunctioning of machines and inadequate backup solutions reflect poorly on the management of the toll operations. If the machinery is known to be unreliable, it becomes the responsibility of the toll management to ensure that alternative arrangements are in place to prevent hindrance to the commuters.
Moreover, I was taken aback by the fact that the FastTag lane was closed in the morning, with only the cash lane operational. This decision not only defeats the purpose of FastTag but also causes unnecessary delays for regular commuters. The rationale behind such an operational choice remains unclear and seems unjustifiable.
Adding to the inconvenience was the unprofessional behavior encountered from one of the toll collectors, who lacked the necessary knowledge and etiquette when dealing with customers. Being informed that "FastTag lane and cash lane is similar" is not only incorrect but also indicative of a lack of proper training and understanding of their role.
Given these issues, I urge the concerned authorities to take immediate action to:
Ensure that all FastTag machines are in working condition or promptly repaired if they malfunction.
Keep FastTag lanes operational at all times to facilitate smooth traffic flow.
Train toll booth operators adequately to ensure they possess both the knowledge and the demeanor to interact professionally with commuters.
I hope that my feedback will be taken seriously and that swift action will be taken to improve the situation, thereby restoring the trust and confidence of the public in the toll management system.
Application Id
56601004
Division
Status
Reply Comment
Thank you for sharing your detailed feedback regarding your recent experience at the Ulwe Toll Plaza. We sincerely apologize for the inconvenience and frustration caused. Your concerns regarding the malfunctioning FastTag system, lane management, and staff behaviour are valid and deeply regrettable. Please be assured that we are reviewing the incident and will take immediate steps to ensure FastTag lanes remain fully operational, staff are better trained, and such delays and miscommunications are avoided in the future. We value your feedback and thank you for helping us improve our services.
Department Name
Engineering Division
Complaint Type
Comment (Forward to another department)
Please do needful.
