NHAI Introduces New Policy for Online Reputation Management
The National Highways Authority of India (NHAI) has unveiled a new policy aimed at enhancing its online reputation and managing public engagement through social media. This initiative encourages citizens to use the 'Rajmargyatra' app for lodging complaints instead of relying on social media. The policy outlines a structured communication framework to combat misinformation and ensure effective interaction with the public. It mandates daily monitoring of social media discussions related to national highways and establishes a ticket-based system for tracking complaints. This comprehensive approach aims to improve transparency and responsiveness in addressing public concerns.
| Jul 22, 2026, 17:09 IST
NHAI's New Initiative for Social Media Engagement
The National Highways Authority of India (NHAI) has launched a new policy circular aimed at enhancing its online presence and managing its reputation on social media. Released on Wednesday, this directive mandates officials to monitor discussions related to national highways on a daily basis. Citizens are encouraged to utilize the NHAI's 'Rajmargyatra' app for lodging complaints instead of relying on social media as the primary channel for addressing issues. This policy applies to the NHAI headquarters, regional offices, and project implementation units, outlining how officials should track social media posts related to national highways, verify their accuracy, and respond appropriately. Topics covered include toll plazas, FASTag, accidents, potholes, maintenance, and road safety.
Framework for Effective Communication
The policy emphasizes the necessity of adopting a structured communication framework to combat misinformation and engage effectively with the public, given the increasing influence of digital platforms. Under this framework, the NHAI headquarters will oversee the online reputation management strategy, coordinate responses during crises and misinformation campaigns, and provide communication-related guidance. Regional offices will monitor local issues, verify facts with field units, and escalate sensitive matters to headquarters, while project implementation units will provide ground-level confirmations and operational information.
Monitoring and Complaint Management
The circular instructs continuous monitoring of NHAI mentions, comments on its posts, emerging discussions, and complaints related to tolling, FASTag, accidents, potholes, and highway maintenance on social media platforms. Regular monitoring will occur daily from 6 AM to 10 PM, including weekends and national holidays, while significant incidents and crisis situations will require 24/7 monitoring until normalcy is restored.
Streamlined Complaint Process
A key aspect of this policy is directing citizens who have actionable complaints on social media to the 'Rajmargyatra' app, where they can register their grievances through a ticket-based system that allows for tracking and resolution. This framework also establishes standard operating procedures to address misinformation and fake news.