Kathmandu: In a bid to swiftly tackle labor-related grievances, the Ministry of Labor, Employment and Social Security (MoLESS) has unveiled the Shramadhan Call Center (Operation and Management) Procedure 2081 BS.
This newly introduced procedure aims to streamline operations at the Shramadhan Call Center, enabling efficient handling of inquiries, complaints, and problems pertaining to labor and employment issues.
Under this procedure, the Shramadhan Call Center will serve as a central hub for gathering and resolving problems, queries, and suggestions from Nepali workers, both within the country and abroad. Concerns will be promptly forwarded to the relevant authorities for resolution.
Implemented by MoLESS on April 24, the procedure mandates the use of various communication channels, including electronic mediums such as tablets, telephones, mobile phones, smart TVs, and smartwatches, as well as traditional written, oral, and audio-visual methods, and popular social media platforms like Facebook, WhatsApp, Viber, Imo, Instagram, Email, and Signal.
Complaints received at the call center will be directed to the Ministry of Labor and its subordinate agencies, with each agency required to designate a focal person for immediate handling. Staff at the call center will provide necessary assistance until the complaint is resolved, ensuring continuous follow-up until the issue is satisfactorily addressed.
Complaints will be classified based on urgency and sensitivity, as well as the specific area of concern, such as foreign employment, labor safety, vocational training, and social security.
To ensure transparency and accountability, records of grievances will be managed electronically, and monthly progress reports on complaint resolution will be published on the MoLESS website. Ministries and subordinate bodies are mandated to appoint full-time focal persons to handle complaints related to their office.
Workers in Nepal or abroad can register their grievances through various channels, including visiting the call center room, submitting written complaints to the Labor Office, or utilizing the Shramadhan app. Toll-free telephone numbers and messaging platforms are also available for easy access.
The launch of the Shramadhan Call Center marks a significant step towards improving labor welfare and ensuring swift resolution of employment-related issues in Nepal. Stay tuned for further updates on this developing story.