How to Report Potholes and Damaged State Highways in India: Practical Guide

Evergreen guide — not a live road-condition bulletin. A pothole, broken shoulder or damaged culvert on a state highway can create a serious hazard, especially after rain or at night. The most effective complaint identifies the exact road and reaches the agency responsible for that stretch. This guide explains how to gather useful evidence safely, identify the road authority and follow up without confusing state highways with national highways or municipal streets.

First, identify which authority controls the road

A road passing through a state is not necessarily a state highway. National highways, state highways, major district roads, village roads and urban streets can have different custodians. Many state highway stretches are maintained by a state Public Works Department (PWD), Highways Department or Roads and Buildings (R&B) Department; some roads are assigned to development corporations or other agencies. For example, Maharashtra PWD describes territorial divisions handling state highways and major district roads, while Telangana’s R&B Department manages roads and bridges under its control.

Start with the route number on roadside signs, the nearest town, and any kilometre or chainage marker. Check the relevant state road department’s official website or district office directory. Do not send a state-road complaint to NHAI simply because the road looks like a highway. For background on the distinctions, see our state highways versus district roads guide.

Record the location without creating another hazard

A useful report gives engineers enough information to locate and assess the defect. Collect the following only when stopped in a safe, permitted place:

• Road name or number, direction of travel and nearest village or junction
• Kilometre marker, bridge name, landmark or map pin if available
• Nature of the problem: pothole, subsidence, broken shoulder, missing sign, blocked drain or damaged guardrail
• Approximate extent and which lane or side is affected, without entering traffic
• Date and time observed, plus clear photographs taken from a safe position

Never stand in a live lane, reverse on the highway, or stop on a narrow shoulder merely to take a picture. If a defect is creating immediate danger or an accident has occurred, contact the appropriate emergency or police service rather than relying only on a routine maintenance portal.

Where to submit a state highway complaint

Use the official grievance or contact route provided by the relevant state department, or its local divisional engineer’s office. The exact system varies by state. Tamil Nadu maintains a public-facing Road Maintenance and Management System with road categories including State Highways, Major District Roads and Other District Roads; its availability as a road information interface does not by itself guarantee that every type of complaint can be submitted there. In other states, the department may provide a grievance portal, telephone contact, email address or district office details.

For a local example, the Ariyalur district administration identifies a Highways Construction and Maintenance division and describes periodic patching and culvert maintenance. Maharashtra PWD identifies Executive Engineers as responsible for road works within divisions. These examples show why a precise location and the correct division matter.

What to write in your complaint

Use a factual subject such as “Damaged pavement on SH [number], near [landmark], [district]”. Describe the road direction, location, defect and potential risk. Attach only relevant photographs and request inspection or appropriate safety measures. Avoid claiming that the road is officially closed, that a particular contractor is at fault or that a repair deadline exists unless you have documentary evidence.

Keep the acknowledgement or reference number, submission date and a copy of the message. If you receive no response, follow the department’s published escalation process and refer to the original complaint number. Where a grievance is transferred to another agency, retain the transfer details so you can follow up with the actual road custodian.

What happens after a complaint?

Depending on the defect and jurisdiction, the authority may inspect the site, arrange temporary warning signs, undertake patching, repair drainage, schedule resurfacing or refer structural concerns for specialist assessment. The response can depend on weather, funding, traffic management and engineering priority. A complaint acknowledgement is not proof that repair work has been completed, and this guide does not promise any universal repair timeline.

Safety while a repair is pending

Slow down according to conditions and posted limits, increase following distance and avoid abrupt swerves into opposing traffic. Do not drive through standing water when the pavement condition is unknown. If a route is severely affected, check official advisories and consider a safer alternative. Our road closures and diversions guide explains how to verify route changes; our road safety guide explains the difference between a visible hazard and an officially identified accident black spot.

Frequently asked questions

Can I report a state highway pothole through NHAI?

Usually the state road authority is the correct starting point for a state highway, but responsibility should be verified for the specific stretch. NHAI does not administer every road in India.

What if I do not know the highway number?

Give the nearest junction, town, district, travel direction and an accurate map pin. A local road division may be able to identify the asset from these details.

Does a pothole complaint mean the road will be closed?

No. Reporting a defect does not establish a closure or diversion. Only rely on current official traffic notices and on-site instructions.

Official reference resources

• Maharashtra PWD: organisation and road maintenance divisions
• Telangana government: Roads and Buildings Department
• Ariyalur district: Highways division and maintenance work
• Tamil Nadu Road Maintenance and Management System

Editorial note: This article explains general reporting practice and cites government road-department resources. It does not report a newly announced repair scheme, a verified current pothole location, or a live road closure.