New Delhi: While the FASTag system has undoubtedly revolutionised highway travel by eliminating long queues at toll plazas, it has also brought along a new set of digital hiccups. Vehicle owners occasionally find themselves dealing with unwarranted toll deductions—sometimes receiving a deduction message while their car is parked safely at home, or facing double charges at a single toll gate.
If you have experienced an incorrect FASTag deduction, there is no need to panic. The National Electronic Toll Collection (NETC) system has a structured grievance redressal mechanism to help users claim their refunds.
Most wrongful deductions occur due to technical glitches in the RFID scanners installed at toll plazas. Issues arise when the scanner fails to read the vehicle number accurately, processes the same transaction request twice, or charges a user digitally even after they were forced to pay in cash due to a scanner malfunction.
To initiate a refund, the first step is to contact the bank that issued your FASTag. Most banks provide a dedicated customer care number, mobile app, and online portal for lodging complaints. You will need to provide crucial details, including your vehicle registration number, the date and time of the transaction, and the exact amount deducted. Once a complaint is registered, the issuing bank contacts the acquiring bank of the respective toll plaza through the NETC system to process the chargeback.
Alternatively, users can dial the National Highways Authority of India (NHAI) helpline number, 1033. This toll-free helpline registers complaints regarding incorrect deductions, malfunctioning scanners, and toll plaza staff refusing to accept FASTag. You can also escalate the issue by sending an email to the Indian Highway Management Company Limited (IHMCL) nodal officer at [email protected].
According to IHMCL guidelines, the investigation and chargeback process generally takes between 20 to 30 working days. However, users must be mindful of the timeline for filing a complaint, which varies among banks. While the standard window is 40 days, banks like HDFC require complaints to be filed within 15 days, whereas Kotak Mahindra Bank allows up to 35 days.
If the issuing bank fails to resolve the issue within 30 days, customers have the right to escalate the matter by filing a complaint on the Reserve Bank of India’s Ombudsman portal (cms.rbi.org.in). Always keep your transaction SMS, deduction IDs, and cash receipts handy to ensure a smooth refund process.