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The National Highways Authority of India (NHAI) has unveiled Standard Operating Procedures (SOPs) to enhance safety and security for commuters and toll operators while reducing incidents of altercations at toll plazas. These detailed SOPs include strict guidelines for NHAI field offices to ensure that toll-collecting agencies adhere to prescribed protocols for the management of staff and road users. As per the SOPs, the toll collecting agency must ensure that their staff at toll plazas wear the NHAI-prescribed uniform with a name badge. In the event of a potential incident of violence, only the toll plaza manager and lane supervisors, who will be equipped with body cameras to record such situations, are authorised to intervene. The SOPs also emphasise resolving any unruly behaviour by commuters amicably through the intervention of lane supervisors. The document strongly prohibits the use of provocative language or resorting to violence by toll plaza staff. Toll Plaza officials may seek assistance from local police and file an FIR if the situation persists or escalates. Furthermore, the SOPs instruct toll-collecting agencies to promptly report any incidents involving violence by road users or damage to public property at the toll plaza to the police and the NHAI Project Implementation Unit, along with the necessary documents and evidence. NHAI field offices are responsible for ensuring that the toll-collecting agency has completed police verification for all staff deployed at the toll plaza. Toll-collecting agencies are also directed to instruct their staff to maintain a courteous demeanour with road users. To enhance transparency, toll collection agencies are required to submit monthly statements of incidents and FIRs to the relevant NHAI Project Implementation Unit. In cases of inaction by local authorities, NHAI field officials are empowered to report the same to the District Collector and request necessary action.