Kathmandu – The government has instructed all offices to establish service facilitation desks and complaint-handling mechanisms to address grievances and improve service delivery. The Prime Minister’s Office and Council of Ministers issued the directive, calling for hotlines to be set up in service-providing agencies. A circular was sent to all ministries following a decision.

The decision mainly targets offices and agencies that directly provide services to the public. Each is required to set up a facilitation desk staffed with courteous personnel to ensure services are delivered in a quick, hassle-free, and efficient manner.

The directive also requires every ministry and agency to establish a hotline for handling complaints. Citizens will be able to report delays, negligence, bribery, harassment, or any disrespectful behavior by staff, and such grievances must be addressed immediately. Offices must also share their hotline numbers with the Prime Minister’s Office.

Provincial and local governments have been requested to adopt the same system. The Commission for the Investigation of Abuse of Authority (CIAA) and the National Vigilance Center have also been notified of this decision.