NHAI Adds Toll Plaza Feedback Feature to Rajmargyatra App

The National Highways Authority of India (NHAI) has introduced a Toll Plaza Feedback feature on its Rajmargyatra mobile application, through which users of national highways can report what their experience at a toll plaza was like. The step comes from the Ministry of Road Transport and Highways and is meant to widen citizen participation in the running of the highway network.

How the feature works

Two routes have been provided. Users holding an annual pass receive a notification on the Rajmargyatra app after they cross a national highway toll plaza, inviting them to describe the experience. Separately, every user of the app can open the Toll Plaza Feedback option from the menu section and submit feedback on any toll plaza, whether or not a notification has been sent. Within the form a user rates the experience on a scale, selects the options that match the journey and may add remarks in his or her own words.

What NHAI will do with the feedback

The authority has been inviting user feedback to improve the quality of service at plazas, and the new feature gives that practice a fixed channel inside the app. Responses let users flag the problems they met at a particular plaza and point to matters that need attention. For NHAI the collected ratings and remarks become a way to identify the plazas and the services where improvement is needed and to keep watch over them over time, instead of depending only on inspections or complaints received through other routes.

Why it matters

Toll plazas are the points where most highway users deal with the authority directly, so queues, signage, lighting, behaviour of staff and the working of lanes shape the impression of the whole journey. The stated aim of the initiative is to make travel on national highways safer, smoother and more convenient, and the authority has urged highway users to use the feature actively and share their experiences. NHAI says such citizen participation will help it address user concerns and improve service delivery at toll plazas across the national highway network.