India, July 22 -- The National Highways Authority of India (NHAI) on Wednesday issued a policy circular laying down a social media engagement and online reputation management framework. It requires its officials to monitor online discussions on national highways daily and direct citizens to NHAI's Rajmargyatra app for registering complaints instead of treating social media as the primary grievance redressal platform.

The policy, meant for NHAI headquarters, regional offices and project implementation units, formalises how officials should monitor, verify and respond to social media posts relating to national highways, including those concerning toll plazas, FASTag, accidents, potholes, maintenance and road safety. It says the growing inf...