NHAI Policy Circular on Social Media Monitoring for Complaints
UPSC / SSC current affairs note · Governance
Why in news
NHAI issued a policy circular on July 22, 2026, establishing a social media engagement and online reputation management framework. It mandates daily monitoring of social media for highway-related complaints and directs citizens to the Rajmargyatra app for grievance redressal.
Background
NHAI manages national highways and has faced increasing complaints on social media regarding toll plazas, FASTag, accidents, potholes, and road safety. The policy formalizes a structured approach to handle these complaints and counter misinformation.
Key facts
Policy issued on July 22, 2026, by NHAI.
Requires daily monitoring of social media from 6am to 10pm, including weekends and holidays.
24x7 monitoring during major incidents or crises.
Citizens with actionable complaints on social media are directed to the Rajmargyatra app.
Rajmargyatra app uses a ticket-based system for tracking and resolution.
Framework includes SOPs for handling misinformation and fake news.
NHAI headquarters oversees online reputation management and crisis coordination.
Regional offices do first-level monitoring and fact verification.
Project implementation units provide ground-level verification.
Monitoring covers mentions of NHAI, comments, emerging narratives, and complaints on tolling, FASTag, accidents, potholes, and maintenance.
Prelims pointers
- NHAI: National Highways Authority of India
- Rajmargyatra app: NHAI's grievance redressal app
- Policy: Social Media Engagement and Online Reputation Management Framework
- Date: July 22, 2026
Mains angles
- GS2: E-Governance - Use of social media for grievance redressal and challenges
- GS3: Infrastructure - National highway management and citizen engagement
- GS2: Governance - Policy framework for countering misinformation