NHAI issues code of conduct for toll plaza operators

NEW DELHI: The National Highways Authority of India ( NHAI) has issued a code of conduct for toll plaza operators that includes a manual on how to behave with courtesy with road users.

A uniform dress code has also been issued for the staff manning toll plazas across the country. NHAI has also circulated a standardised format for display of toll rates, concessions and exemptions on the bill boards that are required to be mandatorily put up.

From now on, every member of the toll plaza staff will wear a navy blue uniform with adequate features for safety and easy identification.

Toll plaza personnel will be given a minimum training of seven days to acquaint them with the ‘do’s and don’ts’ including how to behave with courtesy and help road users in case of an emergency.

The personnel will have to carry the certificate of training to be produced for verification during surprise checks by NHAI. Concessionaires will have to maintain a register of the plaza staff including details of their pre-job training.

NHAI concessionaires will have to mandatorily comply with the policy guidelines and standards.

The user fee (toll) receipts will be issued in the standard prescribed template bearing details of the concessionaire/contractor, toll plaza location and helpline number.

NHAI has issued specific instructions for all toll plazas to be adequately illuminated, displaying standardized boards with the name of user fee collection contractor, name of toll plaza and user fee rate clearly visible from the prescribed distance.