Penalty Imposed Despite Sufficient FASTag Balance; NHAI Ordered to Refund Amount

The Chandigarh Consumer Commission has directed the National Highways Authority of India (NHAI) and an online payments bank to refund a ₹100 penalty and provide compensation to a motorist, after the penalty was wrongly charged despite the motorist having a sufficient balance in their FASTag account.

If you use FASTag for highway travel, this news is relevant to you. There are instances where, despite having funds in a FASTag account, a toll plaza may incorrectly indicate a low balance and impose an additional penalty. In one such case, the Chandigarh Consumer Commission ordered the NHAI and an online payments bank to refund a ₹100 FASTag penalty that had been wrongfully collected.

Notably, at the time the penalty was imposed, the motorist had a balance of ₹210 in their FASTag wallet. The Commission also directed that an additional ₹4,000 be paid to the motorist for mental agony and litigation costs, bringing the total amount to be received to ₹4,100.

According to a report by The Indian Express, the incident took place on June 17, 2022. The complainant was traveling from Chandigarh to Jalandhar when, at the Behram toll plaza, they were charged the toll fee along with an additional penalty of ₹100. At that time, the FASTag system indicated an insufficient balance in the wallet.

However, the motorist maintained that there was a balance of ₹210 in the FASTag wallet at the time. Despite this, a total of ₹200—comprising the toll fee and the penalty—was deducted. Citing an NHAI circular from February 2021, the motorist argued that the charge was improper. Subsequently, they filed a complaint with the Consumer Commission, seeking a refund of the ₹100, as well as compensation for mental agony and the recovery of litigation expenses.

Bank Cited Minimum Balance Requirement

During the hearing, the online payments bank argued that it is mandatory to maintain a security balance of at least ₹150 in a FASTag account. According to the bank, this amount cannot be used directly for toll payments. Meanwhile, the NHAI did not appear before the commission, leading to the initiation of ex-parte proceedings against it.

What to do if an incorrect amount is deducted via FASTag?

Take a screenshot of the balance available in your FASTag wallet.
Keep your transaction history and the toll plaza receipt safe.
File a complaint with the bank or service provider that issued your FASTag.