KATHMANDU: The Department of Labor and Occupational Safety has directed all Labor and Employment Offices and the Occupational Safety and Health Center to respond to complaints and applications submitted by workers and victims within one hour of receipt.

The directive, issued through a circular on Tuesday, follows complaints that grievances received through channels such as Hello Sarkar, ministries, the department, or directly at offices were not being handled promptly, leading to delays in service and justice.

The department instructed employees to acknowledge and process complaints within one hour, inform the concerned person of the action taken, and perform their duties in accordance with the Good Governance (Management and Operation) Act, 2008 and the Civil Service Act, 1993.

The circular also requires offices to immediately inform service seekers if a matter falls outside their jurisdiction and refer them to the appropriate authority. It further directs officials to obtain timely responses from employers, conduct negotiations in line with labor laws, promptly issue decisions if mediation fails, and ensure the timely implementation of decisions and orders issued by labor offices and the Labor Court.

The department also instructed offices to promptly update the status of grievances received through Hello Sarkar once they have been addressed.