Kathmandu: Finance Minister Rameshore Khanal received nearly 200 complaints from the public within just six hours of opening his personal email for grievance submissions.
He had announced that citizens could directly report misconduct by employees of the Finance Ministry, its subordinate agencies, and banks and financial institutions either through his email or a toll-free hotline.
On Monday, the ministry published a notice stating that people could complain directly to the minister if employees failed to perform their duties, engaged in misconduct, exerted undue pressure, or demanded bribes. Complaints began arriving from Tuesday.
Writing on Facebook, Khanal said: “Within six hours of creating this complaint mechanism, I received 166 emails. I have already responded to about two dozen of them, and in most cases, action has been taken.” He added that the remaining grievances would also be addressed accordingly. According to him, this system has eliminated the compulsion of visiting Singha Durbar to have problems heard.
Most of the complaints coming to the ministry relate to local governments. Many teachers complained about not receiving salaries on time, while broader issues of irregularities were highlighted.
A ministry source said: “Complaints have poured in about all kinds of malpractice in local governments. The trend is: without commission, no work gets done; officials demand bribes; they don’t deliver quality work; and payments are delayed. These are the dominant grievances.” The source added that complaints ranged from systemic irregularities to personal hardships.
Minister Khanal had made provisions to report any demand for bribes or unnecessary delays directly to his official email or toll-free hotline. He also designated Undersecretary Niran Bhattarai and Section Officer Pavitra Gyawali as focal persons for follow-up.
Khanal personally checks grievances on his phone and tablet during free time or while traveling, responding directly without involving his secretariat.
The majority of emails and calls to the ministry concern systemic problems. “Very few complaints are about individuals,” said a ministry insider. “Most are about delayed payments, incomplete tasks, commissions, and bribery.”
Complainants range from ordinary citizens to banking employees. One Nepal Bank staff member personally went to the ministry to complain that the Deputy CEO (DCEO) post had been left vacant. “There is no DCEO. Even senior officials haven’t been given acting responsibility. I am the most senior, but I haven’t been entrusted with responsibility either,” the employee told the ministry.
Another complaint came from Biratnagar about non-receipt of a pension. A separate complaint from Saptari related to the River Control Office, where 121 daily-wage workers are employed but reportedly not doing any work. The complainant urged their removal. Others reported being asked for money.
According to the Finance Ministry, the largest share of complaints is related to local governments.
Some cases have already been resolved. In Koshi Province, salary payment issues for local staff were settled. In Kathmandu, a Chief Administrative Officer of a local government was transferred after complaints that he was neglecting his duties and harassing people. Similarly, when a grievance reached Minister Khanal about commission being demanded for tax refunds, he immediately intervened.
Comment Here