KATHMANDU: The Ministry of Federal Affairs and General Administration has launched a Complaint Management Center to systematically address and resolve public grievances related to the ministry’s services, procedures, and outcomes.
Speaking at the launch, Minister for General Administration Bhagwati Neupane stated that the new center has been established with the aim of providing timely responses to service recipients and eliminating unnecessary bureaucratic delays.
“The work of listening to and resolving citizen complaints has now been made formal and systematic. This will increase public trust,” she said.
The Complaint Management Center will operate as a dedicated unit under the leadership of an undersecretary, with assigned staff responsible for collecting, classifying, and addressing complaints. The center will study each grievance to determine its nature and urgency.
According to the ministry, complaints of a general nature that require clarification or basic information and do not involve formal procedural issues will be handled immediately by a designated Grievance Facilitator.
Complaints that cannot be resolved on the spot by the center’s staff will be forwarded to the relevant branch office. If the issue can be resolved directly by the Department Chief, it will be addressed without delay.
If the Department Chief is unable to resolve the complaint, it will be taken up with the Division Chief and addressed within three days. Should the complaint require coordination with other division chiefs or the Ministry Secretary, it will be resolved within seven days.
Grievances that require attention at the policy level will be addressed within one month, following deliberation at a meeting of the Ministry’s High Management Group, based on the recommendation of the concerned Division Chief.
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