NHAI issues new guidelines for smart monitoring of toilet facilities at highway toll plazas

New Delhi: The National Highways Authority of India (NHAI) has issued guidelines for upgrading, maintaining and digitally monitoring public toilet facilities and designated parking areas at national highway toll plazas, with a focus on cleanliness, safety, accessibility and accountability.

The guidelines prescribe standards for the rehabilitation of existing facilities, regular cleaning, technology-enabled monitoring, citizen feedback and performance-based assessment of agencies responsible for maintaining these amenities.

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Under the guidelines, existing toilet blocks will undergo technical assessments to identify repair and replacement requirements. Upgradation will cover flooring, plumbing, sanitary fittings, lighting, ventilation, drainage, signage and other essential amenities. Cleaning schedules will be determined based on the size of toilet blocks and traffic levels to ensure regular maintenance.

Focus on safety and accessibility

The guidelines emphasise the safety of women and families using highway facilities, particularly at night. Measures include adequate lighting, CCTV surveillance of approach roads and parking areas, sanitary napkin vending machines and visible signage indicating the availability of public amenities.

Each covered toll plaza will also be required to provide at least one universally accessible toilet with barrier-free access, suitable doorways and grab bars for persons with disabilities.

Parking areas will be improved through designated parking bays and proper drainage, with provisions for future electric vehicle charging infrastructure.

Digital monitoring and citizen feedback

NHAI will introduce technology-based monitoring to track water availability, odour, sewage levels, leakages, electricity supply and toilet occupancy. Alerts for water shortages, sewage overflow and equipment failures will help facilitate timely corrective action.

Monitoring data will be integrated with NHAI's central digital platform, enabling officials to track facility conditions, maintenance activities, complaints and the performance of service providers through a central dashboard.

Highway users will be able to submit feedback through QR codes linked to the Rajmargyatra app and touchscreens installed at toilet facilities. Digitally recorded complaints and suggestions will help authorities track grievances and their resolution.

The guidelines also mandate fully mechanised desludging of septic tanks, soak pits and sewer lines. Manual entry into septic tanks, manholes and sewer lines will be strictly prohibited.

Inspections and penalties for non-compliance

The guidelines establish a multi-level inspection mechanism comprising daily supervision, weekly technical inspections, monthly joint reviews, quarterly audits and annual third-party assessments.

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Performance will be evaluated through physical inspections, digital monitoring data and verified citizen feedback. The framework also provides deadlines for resolving deficiencies and financial penalties for inadequate maintenance. Agencies repeatedly failing to meet prescribed standards may face further action.

Through these measures, NHAI aims to strengthen the maintenance of public amenities at national highway toll plazas and improve service standards through technology-driven monitoring and performance-based accountability.

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