NEW DELHI, OCT 23: In a major push to improve passenger convenience, hygiene and safety along National Highways, the National Highways Authority of India (NHAI) has issued comprehensive guidelines for the upgradation, maintenance and technology-enabled monitoring of public toilet facilities and designated parking areas at toll plazas across the country. The new framework seeks to ensure that highway users have access to clean, safe, accessible and properly maintained public amenities through standardised infrastructure, digital surveillance of facility conditions, citizen feedback and performance-based accountability.
Under the guidelines, existing toilet facilities will undergo technical assessments to identify deficiencies and determine the repairs, replacements and improvements required. The upgradation process will cover flooring, plumbing, sanitary fittings, lighting, ventilation, drainage, signage and other essential amenities. Cleaning schedules and housekeeping arrangements will be tailored to the size of toilet blocks and the volume of highway traffic to ensure regular maintenance and uninterrupted availability of basic facilities.
Giving particular attention to the safety and convenience of women, families and passengers travelling during night hours, the guidelines call for adequate lighting and CCTV surveillance of approaches and parking areas. Toll plaza facilities will also provide sanitary napkin vending machines and clearly visible information boards indicating the availability of public amenities. To improve accessibility, every covered toll plaza must have at least one universally accessible toilet unit equipped with barrier-free access, suitable doorways and grab bars for persons with disabilities.
Parking infrastructure will also be improved through designated parking bays and proper drainage arrangements. The guidelines further provide for provisions to accommodate future electric vehicle charging infrastructure, supporting the evolving requirements of highway users and the expansion of electric mobility.
A key feature of the initiative is the introduction of technology-enabled monitoring systems to identify maintenance issues and facilitate timely corrective action. The proposed monitoring arrangements will track critical parameters, including water availability, odour, sewage levels, leakages, electricity supply and toilet occupancy. Alerts relating to water shortages, sewage overflow and equipment failures will help the concerned agencies respond promptly and minimise inconvenience to travellers.
Monitoring data will be integrated with NHAI’s central digital platform, enabling officials to assess the condition of facilities, review maintenance activities, track complaints and evaluate the performance of agencies responsible for upkeep through a centralised digital dashboard.
The framework also seeks to strengthen public participation in monitoring service quality. Highway users will be able to submit feedback and complaints through QR codes linked to the Rajmargyatra app and touchscreens installed at toilet facilities. Digital recording of complaints and suggestions will help authorities track the nature of grievances, monitor their resolution and identify recurring deficiencies.
In a significant measure aimed at protecting sanitation workers and eliminating hazardous manual cleaning practices, the guidelines mandate completely mechanised desludging of septic tanks, soak pits and sewer lines. Manual entry into septic tanks, manholes and sewer lines will be strictly prohibited, reinforcing the requirement for safer sanitation and maintenance practices at toll plaza facilities.
To ensure that the prescribed standards translate into improved services on the ground, NHAI has established a structured inspection and audit mechanism. The framework provides for daily supervision, weekly technical inspections, monthly joint reviews, quarterly audits and annual third-party assessments.
The performance of maintenance agencies will be evaluated through physical inspections, technology-generated monitoring data and verified feedback from highway users. The guidelines also establish timelines for resolving identified deficiencies and provide for financial penalties where facilities are not maintained in accordance with the prescribed standards. Agencies that repeatedly fail to comply with the requirements may face stricter action.
Through the new framework, NHAI aims to move beyond routine maintenance towards a transparent, technology-driven and accountable system for managing public amenities at toll plazas. The initiative is expected to strengthen sanitation standards, improve passenger safety, promote accessibility for persons with disabilities and make highway journeys more convenient for millions of commuters.
The emphasis on digital monitoring, citizen participation, mechanised sanitation and performance-linked accountability reflects a broader effort to improve the quality of public infrastructure and ensure that essential facilities at National Highway toll plazas remain clean, functional and responsive to the needs of travellers.
