The National Highways Authority of India (NHAI) has implemented a stricter monitoring and enforcement mechanism to ensure proper upkeep and maintenance of toilet blocks, toll collection booths, surrounding areas, and signboards at toll plazas along National Highways. This citizen-centric initiative aims to ensure User Fee Collection Agencies meet prescribed service standards and address deficiencies promptly.
Under the new mechanism, NHAI officials will conduct weekly inspections of these facilities. When deficiencies are found, the concerned agency will receive a show-cause notice and must rectify issues within stipulated timeframes. All notices with dated photographs are uploaded to NHAI's Data Lake portal for transparency, and agencies must submit replies with photographs showing corrective actions taken. NHAI field units will monitor progress to ensure timely resolution.
For contract violations or failure to meet service standards, NHAI will impose applicable penalties per contractual provisions. Agencies that repeatedly fail to rectify deficiencies face significant consequences: if unresolved deficiencies reach or exceed 10% of the total toll plazas operated by an agency, they will be declared non-performers. Such agencies become ineligible to participate in bidding for toll plazas, regular toll plaza contracts, civil works, or any other NHAI bids for 15 days or until all pending deficiencies are rectified.
The mechanism applies to publicly funded toll plazas and other toll plazas where User Fee Collection Agencies are appointed by NHAI, operating alongside existing policies and contractual provisions. This initiative complements NHAI's existing 'Clean Toilet Picture Challenge' launched in 2025, which encourages highway users to report unclean toilet facilities through the Rajmargyatra Mobile App by uploading clear, geo-tagged, and time-stamped photographs. Each eligible vehicle registration number reporting such instances receives a reward of ₹1,000 as FASTag recharge.
Through this multi-pronged approach combining public participation, regular inspections, digital documentation, and time-bound corrective action, NHAI aims to improve service delivery, ensure accountability, and provide enhanced traveling experience for National Highway users.