Complain to NHA About a Highway, Toll Plaza or Road Project: Online Form and Offices

Short answer: To complain to the National Highway Authority (NHA), use the Complaint Form at nha.gov.pk/complaint/create. If the problem is on a road in your region, you can also call the zone office: South Zone in Karachi, Central Zone in Lahore, North Zone in Peshawar or West Zone in Quetta. The numbers are in the table below. For an accident or a road blockage on a motorway, use the motorway police first.

A toll plaza charges the wrong class. A highway has a pothole that has been there for months. A road project has fenced off your land. Who do you tell? NHA publishes a complaint form and a contact list of its offices. Few people use them, because few people know the page exists.

We opened the NHA website on 12 October 2026 and read its contact list, its complaint page and the complaint procedure it publishes for overseas Pakistanis. We did not submit a complaint, so we cannot say how long a reply takes.

NHA has an online complaint form

The NHA website carries a Complaint Form at nha.gov.pk/complaint/create, linked from its menu under Complaints. It is NHA's own channel, so use it for roads, toll plazas and projects that NHA runs. The form has drop-down lists, and we did not fill it in, so we do not list every field.

Before you open it, collect the facts. Write down the road name or number, such as N-5 or M-2, the nearest toll plaza or kilometre marker, the date and time, and what went wrong. A complaint with a place and a date is much easier to send to the right officer.

If you have a photo, keep it. The page does not say whether you can attach one, so keep it for the follow-up.

Zone offices handle local road problems

NHA's contact page lists a Member for each zone and general managers for maintenance in each region. The four zone offices are the simplest place to start for a local road, because they are staffed for that area.

These are the numbers as NHA lists them, in the format the site uses. We did not call them. Offices move and numbers change, so confirm on the contact page before you rely on one.

Know who handles which problem

NHA builds, maintains and collects toll on national highways and motorways. The motorway police handle traffic, accidents and rule breaking on them. A fine or a challan is a motorway police matter, not an NHA one.

So a pothole, a broken light, a toll dispute or a land problem goes to NHA. A crash, a stuck vehicle or an unsafe driver goes to the motorway police. Our page on how to check and pay a motorway police challan covers the second route, and the page on motorway toll rates helps you check whether the toll you paid matches the published class.

Overseas Pakistanis have a separate procedure

NHA publishes a procedure for complaints from overseas Pakistanis, dated May 2015. It names the Secretary NHA as the focal person and sets an email address, grievances-pak@nha.gov.pk. It says an advisory council sorts each complaint as urgent, normal, trivial or anonymous, and refers it to the right wing for comment within 30 days.

Two cautions. The document is more than ten years old, so confirm the address before you send anything. And it is a procedure, not a guarantee of a reply time.

For the complaint itself, the same rule applies as for anyone else: say what happened, where, and when.

Project complaints have their own helpline

NHA's published guide for the KPEC project lists a toll-free helpline, 0800-11113, and an online grievance portal, grm.kpec.org.pk, for people affected by that project. It also lists the NHA headquarters in G-9/1 Islamabad and an office at Chamkani Interchange, Peshawar.

That channel is for that project only. For any other road, use the main complaint form or your zone office.

1. Write down the road, the kilometre marker or toll plaza, the date and the problem.
2. Open the Complaint Form on the NHA site and submit it, or call your zone office.
3. Note the time, the name of the person you spoke to, and any reference number given.
4. If the problem is a crash or a blockage, call the motorway police instead.
5. Follow up in writing with the same facts after one week.

Before a long trip, check conditions on the road too. NHA posts fog and travel advisories on its site, and the page on how to check if a motorway is open or closed covers the live status.

Common questions

Where is the NHA complaint form?

It is on the NHA website at nha.gov.pk/complaint/create, linked from the Complaints menu.

Who do I call about a crash on a motorway?

Call the motorway police. NHA maintains the road and collects toll, while the motorway police handle traffic and accidents.

Can I complain about a wrong toll charge?

Yes, to NHA, which collects toll. Keep your receipt, the plaza name, the date and the vehicle class you were charged.

How long does NHA take to reply?

We could not verify a reply time for the general form. The overseas Pakistanis procedure allows a wing up to 30 days to give comments.

Is there an NHA email for overseas Pakistanis?

The 2015 procedure lists grievances-pak@nha.gov.pk. Confirm it before sending, because the document is old.

Does NHA have a zone office near me?

NHA lists zone offices in Karachi, Lahore, Peshawar and Quetta, plus regional general managers across the provinces and in Gilgit-Baltistan.

How we verified this

What we checked, where we read it, and what we could not confirm.

We read the NHA contact page, its complaint page and its published complaint procedure for overseas Pakistanis on 12 October 2026. We did not submit a complaint or call any office. Telephone numbers are as NHA lists them and can be out of date.