Did Anyone Face the Wrong Deduction from FASTag?

Introduction

Uniquely sharing my experience with the FASTag deduction system, I had once encountered an issue where both my outbound and return journeys were incorrectly billed as a single trip, leading to an overcharge. My story is not an isolated incident and highlights the challenges many face with digital toll payment systems.

The Incident

I encountered a problem on 27 May 2021 when I made a round trip between Nadiad and Ahmedabad. The toll charges for a single journey between these two cities are typically Rs. 80. However, the FASTag system incorrectly deducted Rs. 110 for the round trip. This is despite the actual charge for two journeys being only Rs. 160 (Rs. 80 x 2).

Commencing the Complaint

Upon discovering this discrepancy, I notified HDFC Bank, the Fastag wallet service provider, and NPCI, the digital platform provider for Fastag, via phone calls and emails along with accompanying documentary evidence. Despite the apparent error, no satisfactory resolution was provided by these entities.

Escalating the Issue

After months of fruitless correspondence, I decided to take the matter to the District Consumer Redressal Commission Nadiad Kheda Gujarat in December 2021. Both the parties involved, HDFC and NPCI, retained legal representation. This led to nearly two dozen hearings being held over an extended period.

Resolution and Public Awareness

Around July 2023, the Honorable Court delivered a favorable judgment. Both parties were ordered to pay a fine of Rs. 3000 and to have the overcharged amount refunded, including interest. Although the disputed amount was relatively small, filing the case serves as a significant example and a call to action for increased vigilance among the public.

Press Note for Widespread Awareness

The court issued a press note aimed at increasing public awareness. It was designed to serve as a guide for future users to be more alert and discerning when dealing with digital payment systems like FASTag.

Conclusion

This event underscores the importance of robust grievance redressal mechanisms and public awareness in ensuring fair and transparent functioning of digital toll payment systems. It is hoped that such incidents will contribute to improving the overall experience for users in the provision of highway infrastructure payments in India.

Key Points

FASTag: Digital toll payment system in India. Nadiad: A city in Gujarat, India. Ahmedabad: The largest city in Gujarat and the sixth largest in India.