Following a series of complaints about lack of uniformity in operations and misbehaviour by the staff of toll plazas, the National Highway Authority of India (NHAI) has issued a ‘Code of Conduct’ for the Toll Plaza operators. The new guidelines prescribe a standardized uniform for toll plaza staff besides standardizing the toll fee receipt.
Following a series of complaints about lack of uniformity in operations and misbehaviour by the staff of toll plazas, the National Highway Authority of India (NHAI) has issued a ‘Code of Conduct’ for the Toll Plaza operators. All NHAI toll plaza operators must mandatorily comply with these new policy guidelines and standards. Among the new measures are a uniform dress code for toll plaza staff, standardized format for display of toll rates and standardized format for toll plaza receipt.
A Standard Uniform & Mandatory Training for Toll Plaza Staff
As per the new guidelines, every member of the toll plaza staff must wear a navy blue uniform with adequate features for safety and easy identification. The toll plaza operators must also ensure that the staff is given a minimum training of seven days to acquaint them with the dos and don’ts as prescribed by NHAI. The staff should carry the training certificate and produce it for verification during surprise checks by NHAI. The toll plaza operators must also maintain a register of the plaza staff including details of their pre-job training.
Detailed list of Do’s & Don’ts for Toll Plaza Staff
The guidelines also contain a detailed list of Do’s and Don’ts for the entire user fee collection staff. Some of the following are the important Do’s
- Staff should wear a clean & proper uniform
- No staff should be on duty in a drunken state
- They have to behave courteously with road users
- They have to be alert and extend help to the commuters during emergency
- User fee rates should be displayed at each toll booth
- Should return exact change
- Should issue proper receipt with all the details
- Toll plaza should be properly lit, neat & clean
- All toll lanes must be operational 24/7
- No beggars/Vendors must be allowed at toll plazas
- Compliant book with numbered pages must be available 24/7
Standardized receipt to be issued by all Toll Plazas
The NHAI has prescribed a standardized format for issuing the toll receipts. The receipt must be of the size 8cm X 12cm and should contain the names of NHAI & toll plaza operator. The receipt must be printed in bi-lingual or tri-lingual as appropriate and each line in the receipt must have the same font size. The receipt must contain the toll plaza location, helpline No., ambulance contact No., crane contact No. etc.
Standardized display board with the rates
The guidelines also mandate the toll plaza operators to display a board of size 1.1m X 1.1m above every toll window. The display board should have a green background with white text in bi-lingual or tri-lingual with all the information about the rates. It should have details of the single journey, return journey, monthly pass and local rates for various types of vehicles.