KATHMANDU: The Department of Labour and Occupational Safety has directed all labour and employment offices under its jurisdiction to respond to complaints or applications filed by workers and victims within one hour of receipt.
The department issued the circular on Wednesday to all Labour and Employment Offices and Occupational Safety and Health Centres after receiving complaints that grievances submitted through the Hello Sarkar platform, the Ministry, the department, or directly to offices were not being addressed in a timely manner. Workers had also reported inappropriate behaviour by officials and delays in delivering justice.
Under the new directive, office heads and concerned officials must acknowledge and address complaints within one hour of receiving them and inform the complainant about the action taken.
The circular also instructs employees to perform their duties in accordance with the Good Governance (Management and Operation) Act, 2008 and the Civil Service Act, 1993, while maintaining proper professional conduct.
If a complaint falls outside an office’s jurisdiction, officials must immediately inform the service recipient and refer the matter to the appropriate authority.
The department has also directed offices to ensure that employers respond promptly to workers’ complaints. Labour disputes should first be resolved through mediation as required by labour laws, and if mediation fails, the office must issue a decision without unnecessary delay.
In addition, labour offices have been instructed to ensure the timely implementation of decisions and orders issued by labour offices and the Labour Court. They must also promptly update the Hello Sarkar platform once complaints received through the government grievance system have been addressed.
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