Daijiworld Media Network – New Delhi
New Delhi, Oct 17: The National Highways Authority of India (NHAI) has stepped up monitoring of toilet facilities at toll plazas, introducing stricter inspections, time-bound corrective measures and penalties for agencies that fail to maintain prescribed cleanliness standards.
The new enforcement mechanism aims to improve the upkeep of toilet blocks and other public-facing facilities along National Highways, including toll collection booths, surrounding areas and signboards. It also seeks to ensure that agencies responsible for maintenance meet prescribed service standards and promptly rectify deficiencies.
Under the new system, user fee collection agencies must comply with the prescribed standards for toilets and other facilities. NHAI officials will inspect the facilities at least once a week. If any deficiency is identified, the concerned agency will be issued a show-cause notice directing it to rectify the issue within the stipulated period.
To ensure transparency and effective monitoring, notices accompanied by dated photographs will be uploaded to NHAI's Data Lake portal. The concerned agency must submit its reply and upload photographs documenting the corrective action taken. NHAI field units will monitor the progress and ensure that the deficiencies are addressed within the prescribed timeframe.
Where a deficiency amounts to a violation of contractual obligations or prescribed service standards, NHAI will impose the applicable penalty in accordance with contractual provisions and existing guidelines.
The authority has also introduced a provision to penalise agencies that repeatedly fail to rectify deficiencies. If notices for unresolved deficiencies reach or exceed 10% of the total number of toll plazas operated by an agency, it will be declared a non-performer.
Such agencies will be barred from participating in bids for toll plazas, regular toll plaza contracts, civil works and other NHAI tenders for 15 days or until all pending deficiencies are rectified.
The new mechanism will apply to publicly funded toll plazas and other toll plazas where user fee collection agencies are appointed by NHAI. It will operate alongside existing policies, guidelines and contractual provisions.
In 2025, NHAI launched its citizen-centric initiative, the 'Clean Toilet Picture Challenge', encouraging National Highway users to report unclean toilet facilities at toll plazas through the Rajmargyatra mobile app. Participants are required to upload clear, geo-tagged and time-stamped photographs showing the deficiencies.
For each eligible vehicle registration number reporting an instance of unclean toilet facilities, a reward of Rs 1,000 is provided as a FASTag recharge.
Through the 'Clean Toilet Picture Challenge' and the strengthened monitoring framework, NHAI is adopting a multi-pronged approach to improving toilet facilities along National Highways. The initiative combines public participation, regular inspections, digital documentation and time-bound corrective action to improve service delivery and ensure accountability among maintenance agencies.
By enabling citizens to report deficiencies and strengthening oversight of service providers, NHAI aims to promote cleaner, better-maintained toilet facilities and provide an improved travel experience for National Highway users.