Gandhinagar: To enhance road user safety, service quality, and convenience, the National Highways Authority of India (NHAI) has implemented a grievance redressal system for highway users, under which it operates six platforms ranging from mobile apps to online portals and a toll-free helpline number. These platforms empower citizens to report problems, seek assistance, and monitor the resolution process in real-time, thereby promoting transparency and accountability in national highway management.

The platforms that NHAI uses for grievance redressal include:

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.