How to Address Workers’ Complaints within One Hour? Experts Highlight Challenges
Labor authorities responsible for handling worker-related issues in Nepal have directed their subordinate offices to address workers’ complaints or petitions within one hour, officials have revealed. This directive was issued after some service recipients lodged complaints with the Minister of Youth, Labour and Employment, expressing dissatisfaction over delayed responses. The Labour and Occupational Safety Department, which oversees labor issues, currently operates 11 labor and employment offices nationwide, the department’s Director General stated.
However, labor experts emphasize the need to expand institutional capacity to ensure timely action on workers’ complaints or petitions. What does the circular say? Following observed problems such as delays in addressing complaints and rude behavior towards service users, the department circulated this directive to subordinate offices. The circular mandates that the office chief and relevant staff must respond clearly and appropriately to complaints or petitions submitted by workers or victims within one hour.
Adding further clarification, Director General Chakrapani Pandey stated, “When a victimized worker comes with a complaint, it must be reviewed within one hour, registered if relevant, and the subsequent process explained. If it falls outside the office’s jurisdiction, it should be forwarded to the competent authority.” While acknowledging that resolving an issue within one hour may not always be possible, he explained that the circular’s intent is to complete procedural tasks within that time frame. “If someone brings a petition, an employee must provide a response. Resolution might not come immediately, but acknowledgment and explanation of the process are necessary,” Pandey added.
The circular also requires that complainants be informed promptly about ongoing actions, and if the matter falls outside the office’s authority, the relevant institution should be notified. Additionally, it ensures timely feedback on complaints, facilitation of negotiations under labor laws, and quick decision-making if negotiations fail. Despite limited staffing, the department and subordinate offices bear the responsibility of ending labor exploitation, enforcing minimum wage compliance and inspections, and overseeing occupational safety and health issues.
Nonetheless, Director General Pandey noted that complaints received are not always clear-cut or straightforward. For instance, employees in banks and financial institutions often raise issues about unpaid overtime wages, and some private hospital employees claim they have not received minimum wages, creating work challenges. “Some individuals state they work 12 hours but receive pay for only 8 hours, yet these complaints rarely cite the Labor Act specifically. Most complaints are superficial, making it difficult to prioritize and implement actions,” he said, expressing frustration.
The department reportedly receives between 30 to 35 complaints daily on average. Despite criticism over delays, the department stresses it is working within limited resources. The Director General remarked, “Hearings on petitions are conducted, and workers’ hopes for justice have been awakened, but our manpower and capacity are limited. Nevertheless, we are committed to our work.”
What are the challenges? A labor affairs expert also pointed out inadequate manpower to address workers’ complaints and grievances effectively. Labor specialist Keshav Basnyal suggested focusing on timely resolution. “Considering the number of workers compared to the department staff, the ratio is disproportionate. The current staff cannot resolve all problems, so expanding institutional capacity is essential,” he said. “Making this process effective is impossible without more offices and trained personnel.” He also highlighted the need for workers to be self-aware of their labor rights. “Workers lack awareness about minimum wage standards, proper workplace equipment, and ensuring their safety,” Basnyal noted. He added that collective negotiation efforts can empower workers to safeguard their rights effectively.