Toll, Trust, Respect
I write this with a heavy, reflective heart. In late January a video from the Sasthan toll plaza in Karnataka circulated widely: a wheelchair-bound ex-serviceman — someone who had served in our armed forces and who bears the scars of that service — was stopped and questioned about toll exemption despite presenting documentation. The footage showed frustration and hurt that resonated across the country. I want to walk through the facts, context, reactions and the practical steps we should demand so this doesn’t happen again.
What happened (the facts)
- The incident took place at the Sasthan toll plaza on National Highway-66 in Udupi district. The veteran in the wheelchair recorded and shared his experience, and the video went viral NDTV.
- According to reports, the veteran said he had been allowed past other tolls but was stopped at this plaza despite producing exemption documents; in his own words captured on video, "I have crossed all tolls but have now been stopped here" NDTV.
- Toll-plaza employees later recorded an on-camera apology and said the delay was caused by confusion over verification and that they sought senior confirmation; an on-site apology was given and staff were summoned by police for sensitisation Times of India, Deccan Herald.
Context and background on the veteran’s service
Media coverage described the man as an ex-serviceman from an elite formation who suffered grievous injuries in earlier operations and now uses a wheelchair; reports note he carries official exemption paperwork and disability documentation. Those details make the moment especially painful: a person who has already given much to the nation being made to prove his right to dignity at a roadside booth PublicNext, Times of India.
Reactions from stakeholders
- Toll-plaza staff issued an apology on camera: "We apologise for hurting the officer," and explained that verification from seniors was delayed before the exemption was granted Times of India.
- Local police acted quickly to call the involved staff for questioning and sensitisation, and the matter was publicly flagged so it would not be treated as a private grievance Times of India.
- Citizens and veterans’ groups expressed understandable outrage on social media and in local discourse; many framed the episode as symptomatic of a larger failure of respect and systems.
Legal and ethical considerations
- Legally, many categories of serving and ex-servicemen (and certain dependents / disabled citizens) are entitled to exemptions or concessions at tolls. Denying or delaying that concession — particularly when documentation is produced — raises regulatory and contractual questions for the toll operator and can violate policy expectations.
- Ethically, the incident exposes a duty-of-care breach: frontline staff are expected to balance rule-following with humane judgement, especially with vulnerable people (disabled, elderly, injured ex-servicemen). The moral obligation to treat people with dignity is non-negotiable.
- There is also a reputational risk for concessionaires and for public authorities who oversee highway services: such incidents erode trust in public-private interfaces.
What authorities did (and what that shows)
- Immediate apology by toll staff and on-site resolution (exemption granted) — a necessary first step, though insufficient on its own for public confidence Times of India.
- Police summoned the staff and carried out sensitisation; that indicates authorities treated the matter as a public concern rather than a private spat.
- Public reporting prompted scrutiny from media and the community, which can pressure system-level fixes.
Quotes that matter (not sensational, just human)
- From the veteran (on video): "I have crossed all tolls but have now been stopped here" — a simple line that captures both frustration and bewilderment NDTV.
- From toll staff: "We apologise for hurting the officer," acknowledging harm even while explaining a procedural confusion Times of India.
Public sentiment and why it resonated
This event tapped into a wider public expectation: that those who serve — and those who are visibly vulnerable — should be treated with baseline respect. The visual nature of the video, combined with its timing (around Republic Day) and the veteran’s visible disability, created a strong emotional response. People are not just upset about one interaction; they are upset that systems intended to serve citizens sometimes respond with bureaucracy rather than compassion.
Practical steps to prevent recurrence
I believe there are clear, implementable changes that would reduce the chance of repeats:
- Clear signage and procedure cards at every toll lane that list categories entitled to exemption and the documents accepted.
- A digital, real-time verification system tied to central databases for exemptions (so staff don’t have to delay for senior confirmation).
- Mandatory sensitivity and disability-awareness training for all toll staff, with periodic refreshers and recorded certification.
- Visible escalation protocol: a dedicated help line or supervisor button at each lane that must be answered within a fixed number of minutes.
- Robust CCTV audit with periodic public reports on grievance resolution timelines and outcomes.
- Contractual clauses for toll concessionaires that impose penalties and remedial training for staff involved in proven disrespectful or discriminatory conduct.
Closing thoughts
We can and should do better. Systems work when they combine clear rules with human judgement and empathy. The immediate apology and police sensitisation were important — but they are only the start. Respect is earned in small daily interactions as much as in grand gestures; for those who bear injury from service, our social compact demands extra care. I hope this incident prompts durable fixes, and more importantly, a renewed commitment to treat every veteran, disabled person and citizen with the dignity they deserve.
Regards,
Hemen Parekh
Any questions / doubts / clarifications regarding this blog? Just ask (by typing or talking) my Virtual Avatar on the website embedded below. Then "Share" that to your friend on WhatsApp.
Get correct answer to any question asked by Shri Amitabh Bachchan on Kaun Banega Crorepati, faster than any contestant
Hello Candidates :
- For UPSC – IAS – IPS – IFS etc., exams, you must prepare to answer, essay type questions which test your General Knowledge / Sensitivity of current events
- If you have read this blog carefully , you should be able to answer the following question:
- Need help ? No problem . Following are two AI AGENTS where we have PRE-LOADED this question in their respective Question Boxes . All that you have to do is just click SUBMIT
- www.HemenParekh.ai { a SLM , powered by my own Digital Content of more than 50,000 + documents, written by me over past 60 years of my professional career }
- www.IndiaAGI.ai { a consortium of 3 LLMs which debate and deliver a CONSENSUS answer – and each gives its own answer as well ! }
- It is up to you to decide which answer is more comprehensive / nuanced ( For sheer amazement, click both SUBMIT buttons quickly, one after another ) Then share any answer with yourself / your friends ( using WhatsApp / Email ). Nothing stops you from submitting ( just copy / paste from your resource ), all those questions from last year’s UPSC exam paper as well !
- May be there are other online resources which too provide you answers to UPSC “ General Knowledge “ questions but only I provide you in 26 languages !
No comments:
Post a Comment