On March 25, 2013, the NHAI and IWTPL (IRB West-coast Tollway Private Limited), an SPV of IRB Infrastructure Developers Ltd., entered into a Concession Agreement develop, operate and maintain the Goa/Karnataka Border to Kundapur Section of NH 17 Project.
User fee collection is allowed when project is 75% completed. But the ground reality clearly shows that 75% road is not completed. Moreover IRB (TOLL PLAZA NH66 HOLEGADDE KUMTA) is not budging to provide toll free access to locals. While local protests are happening everyone can also do their bit by posting online complaints to Government of India.
It is very easy to post complaints online and there is a government system which provides a complaint number and mandates a response for every complaint. If 10,000 people place complaint, a government officer has to reply to all 10,000 people creating work for them and probably bringing attention to the issue. It have several steps and we will try to explain it in layman’s terms to assist everyone in filing a complaint against IRB.
Step 1: Register on PG Portal
Register at https://pgportal.gov.in
This is the Government Website for Centralized Public Grievance Redress And Monitoring System
The registration process is pretty easy, just just have to enter your name, gender, address, email and mobile number.
Once you have successfully registered, you can now login on the website.
Step 2: Lodge your First Complaint
Once you login you will see the welcome screen like below:
On the left hand side you have a menu named “Lodge Public Grievance“. Click on “Lodge Public Grievance” and you will see a terms page.
Just click on “Tickmark Box” to agree to the terms.
and click “Submit“
Next you will see a screen with list of Departments
To complaint against IRB click on “Road Transport & Highways”.
Next it shows a category screen where you select Main Category as “User Fee/Toll Related”
Then you need to select next level category as “Fastag/Toll collection Related”
Next you need to select Ministry/Organisation as “National Highways Authority of India(NHAI)”
Further enter the following details:
Name of State: Karnataka
Name of Toll Plaza & Stretch: IRB TOLL PLAZA, NH66, HOLEGADDE, KUMTA
Name of National Highway Number & Stretch: NH 17, Goa/Karnataka Border to Kundapur Section
Text of grievance(Remarks): You can enter your own text. It can be as just one line as well with some like “The project is not 75% complete and hence as per law use fee collection has to stop.”
Now you will see one more screen asking if the complaint is regarding COVID-19 for which you have to select NO.
You can scroll down to confirm your details and click “Submit”
On successful submission you will get a complaint registration number on the screen. The complaint registration number is also sent through sms/email.
A government official might also call you to address the issue. Even if they don’t call, they will mandatorily respond to your complaint. You will receive sms/email when the complaint is addressed.
Step 3: Complaint for Local Concession
The first complaint was about charging toll fee without completing 75% of the project. You can repeat the steps and also file another complaint about providing exemption for locals.
Just change the Text of grievance(Remarks): Toll operator IRB is not providing concession/exemption to locals. Like most other toll operators around the country toll exemption must be provided to vehicles with local registration number or local ID of the driver.
We request everyone to file both i.e two different complaints.
After you have raised the complaint, we would appreciate if you can leave a reply below.
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