NHAI Adds Toll Plaza Feedback Feature to Rajmargyatra App, Plans AI Upgrade for 1033 Helpline

Key Highlights

• Rajmargyatra app adds toll plaza feedback for FASTag Annual Pass users.

• Annual Pass covers around 1,150 toll plazas across National Highways and expressways.

• Pass validity is one year or 200 toll crossings, whichever comes first.

• NHAI plans AI, real-time location tracking and multilingual support for the 1033 helpline.

• Emergency response may include ambulances, cranes and patrol vehicles.

The National Highways Authority of India (NHAI) has introduced a new toll plaza feedback feature on the Rajmargyatra mobile app to help improve services and make highway journeys safer and smoother. The facility allows highway users to rate toll plaza services, report problems and share their travel experiences.

Alongside this initiative, NHAI is planning to upgrade its 1033 National Highway Helpline with artificial intelligence (AI), real-time location tracking and improved emergency-response systems. Both initiatives aim to strengthen highway services, address passenger concerns and provide faster assistance to motorists across India.

Rajmargyatra App Introduces Toll Plaza Feedback Facility

Under the new feature, FASTag Annual Pass holders will receive notifications after crossing a toll plaza on National Highways. They can use these notifications to submit feedback about the services and facilities available at the toll plaza.

The feedback system is designed to help NHAI identify service gaps and understand the problems faced by highway users. Responses will help authorities determine which areas require attention from toll plaza operators and take steps to improve service quality.

The initiative also aims to support better road safety and a more convenient travel experience by giving motorists a simple way to share their concerns.

FASTag Annual Pass: Eligibility, Validity and Benefits

The FASTag Annual Pass is primarily designed for private car owners who frequently use National Highways and want a convenient alternative to paying toll charges separately at multiple plazas.

The pass works with the vehicle's existing FASTag, reducing the need for frequent recharges and individual toll payments at eligible locations. It is available only for non-commercial vehicles, including private cars, and requires a valid FASTag linked to the vehicle.

The pass remains valid for one year from activation or 200 toll crossings, whichever comes first. During its validity, eligible users can cross covered toll plazas without separate toll deductions for each trip under the Annual Pass arrangement.

According to officials, the facility can help reduce waiting times at toll booths and make frequent highway travel more convenient.

Annual Pass Accepted at Around 1,150 Toll Plazas

The FASTag Annual Pass is accepted at approximately 1,150 toll plazas across National Highways and expressways in India.

This coverage makes the pass useful for motorists who regularly travel between cities or undertake long-distance journeys. A fixed annual payment can also help frequent travellers plan their highway travel expenses more easily.

The new feedback feature adds another layer to this facility by allowing Annual Pass users to share their experiences and help highlight areas where toll plaza services need improvement.

NHAI Plans AI-Powered Upgrade for 1033 National Highway Helpline

In a separate initiative, NHAI is planning to modernise its 1033 National Highway Helpline with AI-based capabilities, real-time caller location tracking and advanced emergency-response systems.

According to the Ministry of Road Transport and Highways, the upgraded system will identify callers' locations in real time, helping authorities understand where assistance is required. It will also support calls in multiple Indian languages, making it easier for people from different regions to report incidents and explain their problems.

Human operators will continue to handle calls, particularly during emergencies. The system will share callers locations with emergency-response teams to help them reach the correct location more quickly.

The proposed upgrade aims to improve coordination between callers, helpline operators and emergency services while reducing delays in providing assistance on National Highways.

Emergency Response to Include Ambulances, Cranes and Patrol Vehicles

The upgraded 1033 helpline is expected to help authorities dispatch appropriate emergency vehicles according to the nature of an incident.

Depending on the situation, the response may include ambulances for medical emergencies, cranes for vehicles that have broken down or need to be moved, and patrol vehicles for on-road assistance and incident management.

By improving location identification and communication, the system aims to reduce emergency response times and strengthen coordination among the teams responsible for highway operations and safety.

The helpline will also provide timely alerts about accidents, incidents and other important developments on National Highways. Better information-sharing is expected to help emergency services and highway operations teams respond more effectively.

IHMCL Invites Companies to Develop the Next-Generation Helpline

The Indian Highways Management Company Limited (IHMCL), a company promoted by NHAI, has invited an Expression of Interest (EOI) from companies and consortia for the proposed helpline upgrade.

The selected participants will contribute to developing, designing, deploying, operating and maintaining the next-generation 1033 helpline and call centre.

IHMCL will also collect technical inputs and recommendations from industry experts and consider industry best practices while finalising the system's requirements. This process is intended to help establish a modern helpline that can manage highway-related complaints, emergencies and information requests more efficiently.

Technology and Human Support to Improve Highway Travel

The two initiatives focus on different aspects of highway management but share a common objective: improving the experience and safety of road users.

The Rajmargyatra app's feedback facility will help NHAI gather information directly from motorists about toll plaza services. Meanwhile, the planned AI-enabled 1033 helpline will focus on faster incident reporting, location identification, emergency dispatch and coordination.

By combining digital feedback, advanced technology and continued human assistance, NHAI aims to make National Highway services more responsive and reliable for motorists across the country.

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CMV360 Says

NHAI's new Rajmargyatra app feedback feature will allow FASTag Annual Pass users to rate toll plaza services and report problems, helping authorities identify areas for improvement. At the same time, the planned AI-powered 1033 helpline upgrade aims to improve location tracking, multilingual communication and emergency vehicle dispatch. Together, these initiatives could strengthen highway safety, improve toll plaza services and make journeys across India's National Highways more convenient and reliable for motorists.