Why pay toll for highways that don't offer what they promise?

A parliamentary panel has called out the practice of charging tolls on national highways that fail to deliver promised services, urging the government to put in place a clear framework for refunds or waivers when road quality falls short.

In its latest report, the Public Accounts Committee (PAC) said it was “unacceptable” that motorists continue to pay user charges even on stretches that are incomplete under prolonged construction or marred by poor safety and traffic management.

“The committee finds it unacceptable that tolls continue to be collected even in situations where essential service is not available. This includes highway stretches that are incomplete, under prolonged construction, or marked by serious deficiencies in safety and traffic flow. Continuing to levy toll without delivering the promised level of service violates both the user-pay principle embedded in Section 7 of the National Highways Act and the norms of fair commercial conduct envisaged under Section 10 of the NHAI Act,” the report stated.

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The panel recommended a government-backed mechanism to assess highway service levels and determine when users are entitled to refunds or exemptions. Such a system, it said, would not only protect commuters’ rights but also ensure that toll collection remains tied to the quality of infrastructure on offer.

With toll revenues forming a major part of the National Highways Authority of India’s funding, the recommendation is likely to reignite debate over how to balance financial needs with accountability. For road users, however, the question remains as straightforward as the report’s title suggests: why pay for a highway that doesn’t deliver what it promises?