NHAI issues policy circular on monitoring social media platforms over complaints

NHAI issued a policy circular on social media engagement and online reputation management for national highways.

Citizens posting actionable complaints on social media will be directed to the Rajmargyatra app for ticket-based tracking and resolution.

Officials must monitor social media platforms daily from 6am to 10pm, including weekends and holidays, with 24x7 monitoring during crises.

The framework covers monitoring of posts on toll plazas, FASTag, accidents, potholes, maintenance, and road safety.

NHAI headquarters will oversee online reputation management, while regional offices and project units handle verification and operational inputs.