The National Highways Authority of India (NHAI) has significantly streamlined highway travel and grievance redressal for Indian commuters by rolling out two major enhancements to its RajmargYatra mobile application. These new features include a digital Local Pass facility and the MargMitra Help Centre, a comprehensive multilingual assistance platform.
Digital Local Pass: Eliminating Toll Plaza Visits
For residents living within a 20-kilometer radius of an eligible toll plaza, purchasing a monthly unlimited-travel pass is now entirely digital. This new feature on the RajmargYatra app eliminates the previous requirement of a physical visit to the toll booth, along with the hassle of submitting supporting documents.
The first implementation of this digital local pass is at the Mundka–Bakkarwala Toll Plaza on Urban Extension Road-II in Delhi. NHAI plans to expand this service to numerous other toll plazas across the national highway network in the coming months. The digital process leverages consent-based integration with government platforms such as DigiLocker and VAHAN. This integration automatically pulls and verifies the commuter's address, vehicle number, and linked FASTag details. Eligibility is further confirmed through GIS-based location verification, making the entire process paperless and efficient.
MargMitra: Your Multilingual Highway Assistant
Alongside the digital local pass, NHAI has introduced MargMitra, an AI-assisted help center integrated directly into the RajmargYatra app. This innovative platform allows highway users to submit queries, feedback, or complaints using either text or voice input in any of India's 22 scheduled languages.
MargMitra covers a broad spectrum of services, including assistance with FASTag recharge, KYC requirements, refund status inquiries, and questions related to annual and local passes. It also provides general information about national highways. For issues requiring direct intervention, complaints can be lodged through the interface, automatically routing them to the relevant department. Users can track the progress of their complaints in real-time and, if necessary, file an appeal if they are not satisfied with the resolution. The platform also offers functionalities to check FASTag blacklisting status, view pending e-notices, and report road safety concerns like stalled vehicles or encroachments on national highways.
These new additions build upon the existing success of the RajmargYatra app, which has already facilitated the sale of over 80 lakh annual passes with real-time activation. The app is readily available for download on both Android and iOS devices.