The Aryavarth Express
Agency (Karnataka): The introduction of FASTag, an electronic toll collection system, was intended to streamline the process of passing through toll gates and reduce the interaction between vehicle users and toll personnel. While the system has undoubtedly made toll payments more efficient in many cases, a recent survey conducted by LocalCircles, India’s leading community social media platform, has shed light on the numerous issues faced by FASTag users over the past three years.
The survey, which garnered over 28,000 responses from citizens across 312 districts in India, revealed that an astonishing 76% of FASTag users have encountered one or more problems at toll gates since the system’s implementation. The most common issues reported include malfunctioning tag readers at toll booths (25%), duplicate debits of toll charges (18%), and balance reduction without actual usage (20%).
These findings raise concerns about the efficiency and reliability of the FASTag system, which was designed to ease the movement of vehicles and reduce chaos at toll plazas. The National Highways Authority of India (NHAI) has been urged to address these issues promptly to ensure a smoother and more user-friendly experience for FASTag users.
While some problems can be attributed to user error, such as improper placement of FASTags on windshields or traveling with low account balances, the survey results suggest that a significant portion of the issues stem from technical glitches and lack of professional services at toll booths. Social media platforms are rife with complaints about harassment faced by vehicle owners due to malfunctioning cameras, non-functional barricades, and unprofessional behavior by toll staff.
The LocalCircles survey further delved into the specific issues encountered by FASTag users. Among the 12,638 respondents who reported problems, 25% complained that the FASTag reader at the booth was not working, forcing them to pay twice the amount in cash. Another 20% reported that their FASTag balance reduced without actual usage, while 18% experienced multiple instances of duplicate debits of toll charges. These findings suggest that one in four FASTag users surveyed have faced issues ranging from double debits to card readers not working, resulting in them having to pay twice the amount due to their balance being reduced without usage.
Despite the problems faced by many users, the survey also revealed that the convenience offered by FASTag remains a significant draw for most people. When asked about their preferred mode of toll payment if cash charges were made the same as FASTag charges, an overwhelming 77% of the 11,835 respondents indicated that they would still opt for FASTag. This suggests that the majority of users are willing to overlook the occasional issues in favor of the overall convenience provided by the electronic toll collection system.
The survey’s demographic breakdown ensures a representative view of the FASTag user base in India, with 68% male and 32% female respondents from various tier cities and rural districts. As India’s premier community social media platform, LocalCircles plays a crucial role in empowering citizens to raise concerns and drive policy interventions.
The survey results serve as a wake-up call for the government and the NHAI to take swift action in addressing the issues highlighted by FASTag users. It is not enough to create good roads and infrastructure if the toll system does not operate smoothly, as every glitch can lead to time loss, financial penalties, and frustration for vehicle owners. The authorities must ensure that the necessary equipment, such as scanners and card readers, function properly and that toll staff are adequately trained to handle any issues that may arise.
Moreover, the government must take prompt action against any violations and harassment faced by vehicle owners while also safeguarding toll staff against unfair practices. By addressing these concerns and ensuring a more reliable and user-friendly FASTag system, the government can encourage wider adoption of electronic toll collection and reduce the chaos often witnessed at toll plazas.
LocalCircles plans to share the survey results with the relevant authorities to facilitate the resolution of the issues highlighted by FASTag users. By working together to improve the FASTag system, the government and citizens can contribute to a more efficient and hassle-free toll collection process, ultimately benefiting the nation’s highway infrastructure and the overall driving experience.
The LocalCircles survey on FASTag usage in India has brought to light the various challenges faced by users over the past three years. While the convenience of electronic toll collection remains a significant draw, the high percentage of users encountering issues such as malfunctioning readers, duplicate debits, and balance reduction without usage underscores the need for urgent action by the authorities. By addressing these concerns and continuously improving the FASTag system, India can move closer to achieving a seamless and efficient toll collection process that benefits both the government and the citizens.