New Delhi : The National Highways Authority of India (NHAI) has introduced a stricter monitoring and enforcement mechanism to improve the cleanliness and maintenance of toilet blocks and other facilities at toll plazas across National Highways.
The new mechanism aims to ensure that User Fee Collection Agencies maintain prescribed service standards and address deficiencies within stipulated timelines. The monitoring framework will cover toilet blocks, toll collection booths, surrounding areas and signboards.
Under the revised mechanism, NHAI officials will inspect these facilities at least once a week. If any deficiency is identified, the concerned User Fee Collection Agency will receive a show-cause notice and be directed to rectify the issue within the prescribed timeframe.
Notices and corrective action to be tracked digitally
To ensure transparency and accountability, NHAI will upload notices along with dated photographs to its Data Lake portal. The concerned agency will be required to submit its response and upload photographs documenting the corrective action taken.
NHAI field units will monitor the progress of corrective measures and ensure that identified deficiencies are resolved within the stipulated period.
Agencies may face penalties and bidding restrictions
NHAI has also strengthened enforcement provisions for agencies that repeatedly fail to address deficiencies. Where a violation of contractual obligations or prescribed service standards is established, the authority will impose applicable penalties in accordance with existing guidelines and contractual provisions.
Under the new mechanism, an agency will be declared a non-performer if the number of notices issued for unresolved deficiencies reaches or exceeds 10% of the total number of toll plazas operated by it.
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 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.
Clean toilet picture challenge encourages public participation
In 2025, NHAI launched the ‘Clean Toilet Picture Challenge’ to encourage National Highway users to report unclean toilet facilities at toll plazas. Under the initiative, users can upload clear, geo-tagged and time-stamped photographs through the Rajmargyatra mobile app.
According to the initiative’s provisions, each eligible vehicle registration number reporting such an instance receives a reward of ₹1,000 in the form of a FASTag recharge.
Focus on cleaner facilities and better travel experience
Through the Clean Toilet Picture Challenge and the strengthened monitoring framework, NHAI is combining public participation with regular inspections, digital documentation and time-bound corrective action.
The measures are intended to improve service delivery and hold agencies accountable for maintaining public-facing infrastructure along National Highways.
By strengthening oversight and enabling citizens to report deficiencies, NHAI aims to ensure cleaner and better-maintained toilet facilities and improve the overall travel experience for National Highway users.