KATHMANDU: The Ministry of Energy, Water Resources and Irrigation has strengthened hotline number 1151 with the aim of not only receiving public complaints but also ensuring quicker resolution of problems related to electricity and other services.
The ministry said it has recently introduced a more result-oriented approach to public service delivery. Since Energy Minister Biraj Bhakta Shrestha assumed office, the ministry has prioritized a system focused on “listening to complaints and addressing them immediately,” making both the ministry and its subordinate agencies more active.
Following the minister’s directive, the electricity service hotline 1151, which operates 24 hours a day, has been upgraded from a complaint-recording platform into a direct problem-solving mechanism.
According to the ministry, complaints received through phone calls, WhatsApp, email, and the “Hello Sarkar” platform are now being immediately coordinated with relevant agencies to ensure prompt action.
The minister’s secretariat said it has adopted a more accountable and responsive working style than routine administrative procedures. Chief personal secretary Sanjeev Maharjan and personal secretary Raja Shakya have been directly involved in coordinating with relevant agencies to address public concerns.
The ministry said more than 10,392 complaints have been received through the hotline and other channels since March 29. Between March 29 and April 13, a total of 4,248 complaints were received by phone, 14 through WhatsApp, two by email, and five via Hello Sarkar.
During the month of Baisakh alone, 6,026 complaints were registered through phone calls, 92 via WhatsApp, and 10 through email. In addition, more than 200 written applications and issues raised in media reports have also been monitored and processed by the secretariat.
Most complaints were related to electricity services, including electrical accidents, power outages, damaged transformers, low voltage, sagging transmission and distribution lines, collapsed poles and towers, pole relocation requests, fires caused by electric wires, shortage of meters and poles, meter-reading issues, EV charging problems, irrigation-related concerns, and delays in service delivery.
The ministry also highlighted several cases where it directly intervened. In Banke’s Chisapani area, the collapse of two towers under the Kohalpur–Surkhet 132 kV transmission line disrupted electricity supply in Karnali Province. The ministry said it immediately coordinated restoration efforts and launched an investigation into the incident.
Similarly, electricity service disrupted in Waling and Bhirkot municipalities of Syangja after lightning damaged a transformer was restored after nearly 65 hours.
The ministry also addressed long-standing complaints regarding electricity poles standing in the middle of roads in Kathmandu’s Swayambhu area. The issue was resolved through coordination among local authorities, the Nepal Electricity Authority, and other concerned agencies.
The ministry said the new approach aims to give citizens the feeling that the government is responsive and accessible, with expectations that faster response and direct monitoring will improve public service delivery and increase public trust.
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