Audit by National Highways Authority of India (NHAI)

• NHAI conducts regular audits of toll performance to ensure compliance with national standards.
  
• Audits focus on the accuracy of toll collection, reporting, and the use of toll revenue.
  
• NHAI audits both physical toll booths and electronic toll collection systems.
  
• Regular checks are carried out to assess infrastructure maintenance and road conditions.
  
• The performance of toll operators is reviewed periodically based on set criteria and benchmarks.
  

Third-Party Independent Audits

• Independent auditors are sometimes appointed to evaluate toll performance objectively.
  
• These third-party audits assess the financial transparency and integrity of toll operations.
  
• The auditors verify toll revenue collection against traffic data and toll receipts.
  
• They ensure that toll operators are adhering to their contractual obligations.
  
• Auditors provide detailed reports on discrepancies, inefficiencies, or potential fraud.
  

Revenue and Traffic Data Verification

• Audit teams review the traffic data collected by toll plazas to ensure it matches revenue figures.
  
• Discrepancies between traffic volume and toll revenue can indicate under-reporting or fraud.
  
• Automated systems like FASTag data are cross-checked against manual records for consistency.
  
• Audits also verify that toll rates are correctly applied based on vehicle classification.
  
• Revenue leakage or mismanagement is identified through these checks.
  

Compliance with Legal and Contractual Obligations

• Audits assess toll operators’ compliance with terms outlined in their concession agreements.
  
• They check whether toll plazas are meeting service level agreements, including wait times and maintenance.
  
• Auditors ensure that toll policies are being followed, including exemptions and discounts.
  
• Violations of contract terms or non-compliance may lead to penalties or contract renegotiation.
  
• Audits ensure that toll operators are fulfilling their obligations regarding infrastructure maintenance.
  

User Feedback and Public Complaints

• User complaints and feedback are considered in toll performance audits.
  
• Regular feedback helps identify areas where toll operations may be inefficient or customer service lacking.
  
• Complaint data can highlight issues such as long wait times, incorrect toll charges, or poor road conditions.
  
• Auditors use this data to evaluate the overall effectiveness of toll systems and propose improvements.
  
• Public grievances can trigger additional on-site audits to address operational inefficiencies.