KATHMANDU, April 29: The Ministry of Labor, Employment and Social Security (MoLESS) has introduced the Shramadhan Call Center (Operation and Management) Procedure 2081 BS.
In order to promptly address all inquiries, complaints and problems related to labor and employment, the MoLESS has issued a procedure to streamline the operation of the Shramadhan Call Center.
As per the procedure, the Shramadhan Call Centre serves as a platform to gather the problems, queries, and suggestions of Nepali workers, both domestically and internationally, and resolve them by forwarding them to the relevant authorities.
Similarly, Shramadhan entails that all information related to ministries, subordinate agencies, and incoming complaints, inquiries, and issues are managed and resolved through a unified system. The procedure was approved by MoLESS on April 24 and will be implemented from the date of approval.
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Workers can communicate their grievances, queries, problems, and suggestions through various electronic means (such as tablets, telephones, mobile phones, smart TVs, smartwatches), written, oral, audio, audio-visual mediums, and other electronic channels. Complaints can also be registered through popular social media platforms (such as Facebook, WhatsApp, Viber, Imo, Instagram, Email, X, Signal).
Complaints received at the call center will be forwarded to the Ministry of Labor and its subordinate agencies. The procedure mandates the appointment of a focal person in all relevant agencies for the immediate handling of complaints. Call center staff must provide all necessary information to the concerned worker until the registered complaint or problem is resolved, and follow-up is required until the issue is resolved.
The procedure outlines the classification of complaints based on their sensitivity and urgency. Complaints will be categorized as urgent, moderate, normal, or pending. Additionally, complaints will be classified based on the area of concern, including those related to the Department of Foreign Employment and its subordinate offices, the Secretariat of the Foreign Employment Board, the Department of Labor and Occupational Safety and its subordinate offices, the National Vocational Training Academy and the Social Security Fund.
Records of grievances received at the call center will be managed electronically and in a paperless manner. The call center will digitize electrical records and prepare them in electronic format.
Grievance documents from the call center should be printed daily, weekly, fortnightly, monthly, half-yearly, and yearly as required. Suggestions related to MoLESS and its subordinate agencies will be documented separately and forwarded to MoLESS. Ministries and subordinate bodies are required to appoint a full-time focal person to address complaints related to their office.
Information about the Shramadhan Call Center must be included in all relevant documents, letterheads, and stakeholder communications. Complaints addressed through the Shramadhan Call Center will be monitored to evaluate the performance of focal persons based on key performance indicators. Monthly progress reports on complaint resolution will be published on the MoLESS website.
To register problems, complaints, inquiries, and suggestions related to labor and employment, workers in Nepal or abroad can visit the call center room or submit written complaints to the Labor Office through any means, or use the Shramadhan app. One can also contact toll-free telephone numbers 1141 or 16600150005. Once can call or send SMS to 977-9801800013, 977-01-5970008, or 977-9851347222 or can even send messages through Imo, Viber, WhatsApp, Signal to 977-9801800013, 977-9801300033, or 977-9851347222.
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