KATHMANDU: The Ministry of Federal Affairs and General Administration has decided to establish a complaint management unit to hear and resolve grievances from service recipients.
According to the Ministry, the Good Governance Branch under the Capacity Development Division will also function as the complaint management unit. It will handle complaints related to the services provided by the ministry, including their processes and outcomes.
To ensure effective complaint handling, the ministry will appoint a grievance facilitator as the head of the unit. Assisting the facilitator will be one branch officer and two computer-literate sub-inspectors or computer operators, selected from within the ministry or other relevant government agencies.
The Ministry has made arrangements for the public to file complaints in writing, orally, through various media channels, in person, or by mail.
The grievance facilitator will review and categorize the complaints to determine whether action is required. If the complaint pertains to incomplete procedures or general queries, it will be addressed immediately. In cases where immediate resolution is not possible, the complaint will be forwarded to the concerned branch for necessary action.
If the branch can resolve the complaint promptly, it will do so; otherwise, it must be addressed within three days in consultation with the division chief.
If further coordination is required, the complaint will be resolved within seven days by engaging other division chiefs or senior ministry officials.
Complaints requiring policy-level decisions will be presented by the concerned division chief at a meeting of the high management group. These complaints will be resolved within one month through a formal ministerial decision, the ministry has stated.
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