Now, toll plaza supervisors to wear body cameras to record misbehaviors of commuters, report incidents to police

In response to the increasing number of altercations and violent incidents at toll plazas on National Highways (NHs) over non-payment of user fees and misbehavior by commuters and attendants, supervisors at toll plaza will now be required to wear body cameras. As per a TOI report, the National Highways Authority of India (NHAI) has issued a Standard Operating Procedure (SOP) to address violence and potential violence at toll plazas.

Instances of physical assaults on toll booth attendants and commuters have occurred in the past due to issues such as non-payment of user fees by locals, longer waiting times at toll plazas, and malfunctioning FASTag readers. In order to address these concerns, the SOP instructs NHAI's regional officers to sensitize state governments about the need to direct local police to register complaints and file FIRs (First Information Reports) in cases of violence at toll plazas.

The SOP also provides guidelines for toll plaza staff on how to handle unruly behavior from commuters. If a road user is behaving disruptively or speaking loudly, the lane supervisor should intervene immediately and attempt to resolve the issue. NHAI emphasizes that if a road user refuses to pay the toll, the supervisor should insist politely. If the situation persists, the local police should be called, and an FIR should be filed. Additionally, any such incidents should be recorded by other staff members using mobile video cameras.


Toll plaza operators have been instructed to report any incidents of violence to the project director within 12 hours. The SOP also mandates police verification for all toll plaza staff and requires behavioral training for them. Furthermore, staff members must wear uniforms while on duty. These requirements will now be included in the contract document signed between NHAI and toll operators.