National Highways Authority Of India [NHAI] — Mismanagement of Toll Plaza between Durgapur & Panagarh

I'm a serving Indian Army Officer and I commute between Durgapur and Panagarh two times daily. In last two years plus I've noticed that the Toll Plaza is mismanaged because of which the commuters have a difficult time. The toll exempted lane is invariably more crowded than the other lanes with all non exempted vehicles blocking the way. Invariably there's an Ambulance with a patient waiting in the long queue which is pathetic. The four wheelers are made to pass through a narrow bylane meant for two wheelers since the exempted lane is full. I spoke to Mr Ranjit Jena( mob no [protected]) who's the Toll Plaza Manager. The contact number of Mr S K Mali(mob no [protected]) is switched off. Today we wasted half an hour in the queue since the vehicles were not allowed as the audit of teh Toll Plaza was On. I'm amazed to find that that even the auditors didn't notice that all non exempted vehicles passed through the exempted lane and the toll was collected. Hoping to find a drastic change in the working ethos of the wonderful organisation of NHAI and strict action be taken against the defaulters.