NHAI Complaint Handling Mechanism

Any individual, worker, contractor, or consultant may lodge a grievance against officers or officials of the Organization for any issues pertaining to the projects and areas under the control of NHAI.

Ways to File complaints or grievances against NHAI

In case you have any issues, complaints, or grievances against NHAI or its authorised personnel, you have the option to address them and it can be filed in the following ways:

1. By sending a written communication or letter directly to the Chief Vigilance Officer (CVO) for corruption-related complaints, or to the General Manager (HR/Admin) for other matters.
2. Electronically through the “Complaints” portal on the website https://nhai.gov.in. Complaints sent via email will not be accepted. Filing complaints through the portal is encouraged.

The NHAI’s portal, two categories

(i) Corruption-related complaints, to be handled by the CVO, and

(ii) Other complaints, to be handled by the Admin. Registration on the portal is required.

Corruption-related complaints can also be filed on the Toll-free number 1800116062 displayed on NHAI’s Portal or you can directly visit @ https://nhai.gov.in/#/complaints-contact-person.

Proper Channels for Handling Complaints: A Guide to PIDPI

The Central Vigilance Commission (CVC) and the CVO of the Ministry of Road Transport & Highways (MoRTH) are the designated authorities to receive complaints under PIDPI (Public Interest Disclosure and Protection of Informers Resolution), where the complainant’s identity will be kept confidential. Therefore, complainants are advised to directly submit complaints to the CVC or MoRTH, as the CVO of NHAI is not authorized to receive complaints under PIDPI.

Written Complaints Essentials

Complaints sent through written communication or letter should include the complete postal address of the sender, along with specific details and information about the matter. If available, a mobile/telephone number should also be provided.

Anonymous or pseudonymous complaints

Anonymous or pseudonymous complaints will not be acted upon, following CVC guidelines. Anonymous complaints are those where the complainant does not reveal their name or address, while pseudonymous complaints are those made under a false or fictitious name or address.

Not verified and Unsigned Complaints

Complaints that are not verified by the complainant through a confirmation letter sent by post to the address mentioned in the complaint, or if the complainant denies making the complaint, will not be further processed and will be closed.

Unsigned complaints have no authenticity

Unsigned complaints have no authenticity and will be treated as anonymous or pseudonymous, and will be filed accordingly. The complaint must include specific details, facts that can be verified, and relevant information. It should not be unclear or contain general statements. Complaints that have vague or unverifiable claims should not be accepted unless the identity of the complainant is verified.

Once a complaint is registered, no further communication regarding the matter will be entertained. However, the complaints will be thoroughly investigated and brought to a logical conclusion. Therefore, complainants are advised against repeatedly sending complaints on the same subject.

Consequences of False Complaint

If, after investigation, a complaint is found to be false, malicious, or driven by personal vendetta, appropriate action may be taken according to existing rules and guidelines. Habitual complainants who make false complaints may face severe consequences or be put on a blacklist. Making false complaints can lead to prosecution and/or disciplinary action.

Conclusion

It is critical to the grievance redressal process to ensure the validity and authenticity of complaints. Unsigned and ambiguous complaints are taken to be anonymous or pseudonymous, and are filed as such since they lack credibility. It is recommended that complainants give detailed, substantiated information rather than filing many complaints about the same issue.

Even though every complaint is thoroughly looked into, future correspondence about a registered complaint is typically not acknowledged. It’s crucial to remember that filing fabricated or malicious complaints out of personal animosity can have serious repercussions, including the possibility of legal action and disciplinary sanctions. Fair and efficient resolution depends on the complaint system’s integrity being upheld.

Incase, You wish to discuss, and talk on any such matter or want to know more about it or need help from us. Feel free to contact us. Our team at mehlawat.com/project/legalwellbeing_v2/ shall be happy to assist.

Frequently Asked Questions:

Q1. What is the NHAI Complaint Handling Mechanism, according to FAQ 1?

A1. The NHAI Complaint Handling Mechanism is a method that enables people to voice concerns, objections, or difficulties regarding NHAI projects and places under its purview.

Q2. Who may lodge a complaint with the NHAI?

A2. Any person, employee, contractor, or consultant may lodge a grievance against NHAI authorities or employees.

Q3. How do I protest to the NHAI about problems with corruption?

A3. For accusations involving corruption, you can write a letter or other written communication to the Chief Vigilance Officer (CVO).

Q4. How do I register a non-corruption complaint with the NHAI?

A4. You can write a letter or written message to the General Manager (HR/Admin) of NHAI for non-corruption-related issues. Additionally, you can submit electronic complaints using the NHAI website’s “Complaints” portal.

Q5. What are the two types of complaints that can be made through the NHAI’s complaints portal?

A5. There are two sections on the portal:

(i) Complaints involving corruption, which are handled by the CVO; and

(ii) other complaints, which are handled by the Admin. You must register on the portal.

Q6. Is it possible to report corruption via a toll-free number?

A6. Yes, you can phone the toll-free number 1800116062 listed on the NHAI portal or go to the NHAI website to make complaints about corruption.

Q7. What is the PIDPI, and where do I file complaints related to this resolution?

A7. PIDPI is an acronym for public interest disclosure and informers resolution. The CVO of NHAI is not authorised to hear complaints under PIDPI; instead, complaints should be sent directly to the Central Vigilance Commission (CVC) or the Ministry of Road Transport & Highways (MoRTH).

Q8. What details need to be provided in written complaints?

A8. The sender’s complete postal address, facts regarding the problem, and, if possible, a phone number should all be included in written complaints.

Q 9. Will complaints made in an anonymous or fictitious name be taken into account?

A9. According to CVC guidelines, complaints made anonymously or under false names will not be investigated.

Q10. What are the repercussions of making a malicious or fraudulent complaint?

A10. The right actions may be taken in accordance with the laws and regulations currently in effect if fraudulent or malicious complaints are filed. People who consistently file fraudulent complaints may suffer serious repercussions, such as legal action and disciplinary sanctions.

Reference: https://nhai.gov.in/nhai/sites/default/files/inline-files/NHAI_Complaint_Handling_Policy_English.pdf