The National Highways Authority of India (NHAI) has been directed to compensate a Chennai resident ₹12,000 for failing to provide adequate restroom facilities at the Surapattu toll plaza.
The Chennai North District Consumer Disputes Redressal Commission found the NHAI deficient in service, noting the absence of accessible restrooms for commuters. The complainant, after paying the toll fee, was directed to a restroom located a kilometre away, which was found locked upon arrival. Subsequent attempts to address the issue at the toll plaza were met with indifference, prompting the legal complaint. The commission, in its order, emphasised the necessity of maintaining separate, accessible restrooms for men, women, and individuals with disabilities at toll plazas, as per the Ministry of Road Transport and Highways’ guidelines issued on February 11, 2021. These guidelines stress the development of wayside amenities to ensure safe and comfortable travel, reducing fatigue during long journeys.
The NHAI’s lapse not only highlights a deficiency in service but also brings to light the broader issue of infrastructure inadequacies on national highways. While the NHAI has initiated projects to provide toilet facilities at various toll plazas under the Swachh Bharat Mission, the implementation remains inconsistent. As per recent data, while several toll plazas have been equipped with restrooms, many still lack basic amenities, affecting the overall travel experience. This case serves as a precedent, reinforcing the rights of commuters and the responsibilities of infrastructure authorities. It underscores the need for stringent adherence to guidelines and proactive measures to ensure that essential facilities are not just planned but effectively implemented.
The commission’s directive mandates the NHAI to ensure that all toll plazas, including Surapattu, are equipped with functional and accessible restrooms, aligning with the broader vision of creating sustainable and commuter-friendly infrastructure across the country.
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