March 8, 2024, New Delhi: The FASTag roll out was expected to reduce the interface between the vehicle user and toll personnel. Where it works, the FASTag has made the passage through toll gates more efficient. However, there are many man-made glitches in the system which many a times lead​​ to delays, long queues and even frayed tempers. Several incidents, reported or narrated over the last couple of years, show that many confrontations continue between toll personnel and vehicle users. Gates not opening leading to delays and people being charged even though they have not travelled on the toll road are among the many complaints. Hopefully the NHAI will next address these issues too.

Some of the problems can be addressed by vehicle owners like ensuring that no tapes are put on the FASTags or it is not pressed too hard while sticking on the windshield thus damaging the chip, which means the RFID readers are unable to decipher the required information. This can also happen if the positioning of the FASTags on the windshield is wrong. There are problems when people travel with low balance or whose account has been blacklisted. Despite wanting to clear the toll, such vehicles end up having to queue up to pay the toll.

Another bane is the VIP culture with people dropping names to avoid the toll. Every such incident can lead to serpentine queues at the toll booths. While it is easy to blame the drivers or owners of vehicles for delays at the toll booth, the staff manning at the toll are often known to add to the chaos by not ensuring smooth passage. Social media has many reports of harassment faced at the toll booths due to lack of professional services, cameras to scan the FASTag not working or the barricade not functioning. After hundreds of complaints were received on the LocalCircles platform in the last 6 months about various aspects of FASTag, LocalCircles has conducted a survey to quantify the key issues faced by people. The survey received over 28,000 responses from citizens located in 312 districts of India. 68% respondents were men while 32% respondents were women. 49% respondents were from tier 1, 29% from tier 2 and 22% respondents were from tier 3, 4 and rural districts.

76% FASTag users have faced one or more issues at the tolls in the last 3 years

The survey first asked FASTag users about whether they faced any issues in the last 3 years. It asked them, “Did you face issues with FASTag at tolls in the last 3 years?” Out of 16,629 FASTag users who responded to this query 76% stated “yes” and remaining 24% stated “no”. Which goes to show that 3 in 4 FASTag users have faced one or more issues at toll gates.

1 in 4 FASTag users surveyed faced issues with tag reader at booth while 1 in 5 experienced duplicate debit of toll charges or balance reduction without usage

The survey next asked FASTag users, “What are all the issues you have faced with FASTag at tolls in the last 3 years?” Some among 12,638 respondents to this query indicated more than one issue. While 34% gave no clear response and opted for “can’t say”; 25% complained that FASTag “reader at booth was not working and had to pay twice the amount in cash”; 20% revealed that FASTag balance reduced without usage”; 18% stated there were “multiple instances of duplicate debit of toll charges; 11% stated that the FASTag card was found to be “not working and had to pay twice the amount in cash”; and 28% indicated that there “other issues” with the FASTag. Altogether, the emerging picture is that 1 in 4 FASTag users surveyed have faced issues in the last 3 years from double debit of toll charges to card readers not working resulting in having to pay twice the amount due to their balance being reduced without usage.

77% users prefer using FASTag because of the convenience it offers and will continue usage even if cash charges are made same as FASTag

Absence of long queues at many toll booths suggest that despite problems in some places, all is not bad. The survey next asked “Given the way FASTag currently works, if cash toll charges were made the same as FASTag toll charges, what would you prefer to use?” Out of 11,835 who responded to the query 77% indicated their preference for “FASTag”; 13% of respondents indicated that they prefer “cash or UPI onsite” and 10% of respondents gave no clear response, opting for “can’t say”. To sum up, even if toll charges via cash/ UPI are made the same as FASTag, 77% users will prefer using FASTag only because of the convenience it offers.

In summary, the fact that 76% of FASTag users have faced problems over the last 3 years does not speak highly of a system that was supposed to ease movement of vehicles without creating chaos at the tolls, resulting in heated exchange between the drivers/ vehicle owners and the toll employees. More than 20% of those surveyed have faced varying issues like double debit of toll charges, card readers not working resulting in having to pay twice the amount due, balance being reduced without usage, among other issues. It is not enough to create good roads, whether four, six or eight lanes if the toll system doesn’t operate properly as every glitch can cost time and loss to the vehicle user besides penalizing them in other ways. It is not always that the toll personnel are at fault but when equipment like the scanner/ card reader does not work properly or the barricade doesn’t operate automatically, it is not only the vehicle owner who suffers but also the government. Thus it is essential that the Government takes prompt action against any kind of violation and harassment of vehicle owners but also safeguard the toll staff against any unfair practices. However, all is not negative, as the survey shows that 77% users prefer using FASTag only because of the convenience it offers and even if cash charges for tolls were made same as FASTag they will continue using the service.

LocalCircles will share the survey results with the concerned authorities so the issues highlighted by FASTag users can be addressed.

\'Readers not working, duplicate debit\': 76% of FASTag users faced problems over last 3 years, finds surveyMar 07, 2024 Among the key issues that users faced were - readers not working, duplicate debit, balance reduction without usage. https://www.businesstoday.in/india/story/readers-not-working-duplicate-debit-76-of-fastag-users-faced-problems-over-last-3-years-finds-survey-420555-2024-03-07?utm_source=btweb_story_sharearticleBT