NHAI Launches Advanced Grievance Platforms for Highway Users

Gandhinagar, Gujarat – The National Highways Authority of India (NHAI) has reaffirmed its commitment to ensuring road user safety, service quality, and convenience by implementing a comprehensive set of mechanisms for addressing highway-related grievances. These platforms empower citizens to report issues, seek assistance, and track redressal progress in real-time, reinforcing transparency and accountability in national highway operations.

At present, NHAI operates six major platforms to ensure that road-related issues are resolved swiftly and efficiently:

1) 1033 Helpline: A 24×7 toll-free number, 1033 allows highway users to report emergencies such as accidents, potholes, or toll-related concerns. Complaints are logged centrally and forwarded to relevant field agencies, including the Project Implementation Unit (PIU), concessionaires, or Incident Management Teams. Timely field action is followed by compliance reporting, complaint closure, and status updates to the complainant.

2) RajmargYatra Mobile App: This citizen-centric app offers a user-friendly interface to register complaints, access toll and travel information, and locate nearby amenities such as hospitals and police stations. Only users currently travelling on National Highways can report issues through geo-tagging. Real-time complaint forwarding, field-level response, closure notifications, and user feedback options are built into the system.

3) Public Grievance Portal (CPGRAMS): Citizens can file structured complaints via https://pgportal.gov.in, selecting NHAI or the Ministry of Road Transport and Highways. The portal routes grievances to the appropriate PIU or Regional Office for action. Closure details and feedback options ensure transparency, while unresolved issues can be escalated further.

4) Drone Analytics Monitoring System: NHAI has introduced cutting-edge drone-based Artificial Intelligence monitoring to identify road surface defects and construction quality lapses proactively. This allows issues to be addressed before they affect public safety or convenience.

5) NHAI One Mobile App (Formerly TATPAR): This internal mobile platform enables contractors and field engineers to document defects, carry out inspections, submit action reports, and request or approve extensions. It ensures streamlined communication and tracking for highway maintenance and operations.

6) Toll Information System (TIS): The TIS portal (https://tis.nhai.gov.in) provides toll fee details, route information, and contact numbers of field-level officers and toll managers for immediate grievance redressal or emergency assistance.

NHAI’s integrated approach ensures a prompt, data-driven response mechanism to enhance the user experience on India’s expanding highway network. The organization continues to innovate in its service delivery, ensuring every citizen has access to safe, reliable, and transparent road infrastructure.