KATHMANDU, July 24: The Ministry of Federal Affairs and General Administration (MoFAGA) is set to establish a grievance management unit to address and resolve complaints from service seekers.
As per a ministerial-level decision, the good governance section under the human resource development division will function as the grievance management unit, tasked with handling complaints related to all types of services delivered by the ministry, including their processes and
To ensure effective operation, the section chief will be designated as the grievance facilitator. Supporting the facilitator will be one section officer and two computer-skilled staff—either Nayab Subbas or computer operators—selected from among surplus employees within the ministry or other government bodies.
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The ministry stated that service seekers will be able to submit complaints through various communication channels, in person, or via written or verbal statements.
Upon receiving a complaint, the grievance facilitator will assess and categorize it—determining whether it requires action or not—and initiate the necessary process. If the grievance involves clarification, general information, or does not require any formal procedure, the facilitator will address it immediately.
If immediate resolution is not possible, the complaint will be forwarded to the concerned section, which must resolve it promptly. If further resolution is needed, the matter will be discussed with the division chief and addressed within three days.
For unresolved cases, the issue will be coordinated with other division chiefs or senior ministry officials and resolved within seven days.
Complaints that require policy-level decisions will be tabled in the high-level management group for discussion, and resolved through a ministerial decision within one month, the ministry stated.
