The National Highways Authority of India (NHAI) has launched stricter supervision and enforcement procedures to maintain hygiene and upkeep at toilet blocks and related facilities across toll plazas on national highways. The move aims to hold User Fee Collection Agencies accountable for meeting established service standards and addressing maintenance issues within set deadlines.
Key facts
- NHAI officials will conduct inspections at least once weekly
- Agencies receiving 10 per cent or more unresolved deficiency notices will be declared non-performers
- Non-performing agencies barred from bidding for 15 days or until all deficiencies are fixed
- Show-cause notices and dated photographs will be uploaded on NHAI’s Data Lake portal
- Rewards of Rs 1,000 FASTag recharge available to highway users reporting unclean toilets via the Rajmargyatra Mobile App
- Mechanism applies to publicly funded toll plazas and those where NHAI appoints User Fee Collection Agencies
How the monitoring system works
NHAI field officials will inspect toilet facilities, toll collection booths and surrounding areas at least once every week. When deficiencies are identified, the responsible User Fee Collection Agency receives a formal show-cause notice along with photographic evidence and must rectify the problem within the agreed timeframe. To ensure transparency, all notices, dated photographs and agency responses will be documented on NHAI’s Data Lake portal, creating a traceable record of maintenance issues and corrective measures taken.
Penalties and consequences
Where deficiencies breach contract terms or fail to meet prescribed service standards, NHAI will apply penalties as per contractual provisions and existing guidelines. The authority has introduced stronger action against agencies with persistent problems. If an agency receives notices for unresolved deficiencies equal to or exceeding 10 per cent of its total toll plazas, it will be classified as a non-performer and lose eligibility to bid for new toll plaza contracts, regular toll operations, civil works or any other NHAI tender for 15 days or longer, until all outstanding deficiencies are rectified.
Public participation in monitoring
In 2025, NHAI launched the Clean Toilet Picture Challenge, a citizen-centric scheme that encourages highway users to report unclean facilities. Users can upload clear, geo-tagged and time-stamped photographs through the Rajmargyatra Mobile App. Eligible vehicle registrations reporting such instances receive Rs 1,000 as FASTag recharge, turning citizen feedback into a tool for accountability.
What this means for toll plaza operators and agencies
User Fee Collection Agencies operating toll plazas under NHAI contracts now face tighter scrutiny and higher standards. Agencies must ensure regular cleaning and maintenance of toilets, surrounding areas, signboards and toll booths. Failure to do so results in documented notices, public visibility through the Data Lake portal and potential financial penalties. Repeated non-compliance can exclude agencies from future NHAI contracts, making service quality a competitive advantage.
What this means for highway users
Travellers benefit from improved sanitation and upkeep at toll plazas, where toilet facilities are often the only public amenities available on long journeys. The weekly inspection cycle and citizen rewards for reporting problems create a feedback loop that encourages continuous improvement. Users can contribute to cleanliness by photographing dirty toilets and earning FASTag rewards while helping authorities track persistent problem areas.
Integration with existing policies
The new monitoring framework operates alongside existing NHAI policies, guidelines and contractual terms rather than replacing them. This multi-layered approach combines regular official inspections, digital documentation, time-bound remediation requirements and public participation to create accountability at multiple levels. Agencies remain bound by their original contracts while facing additional oversight through the Data Lake portal system.