KATHMANDU, Aug 5: The Office of the Prime Minister and Council of Ministers is preparing to transform the Hello Sarkar platform into an integrated citizen grievance and public service management system, aiming to make complaint handling faster, more transparent and more effective.
The proposed overhaul comes as public complaints filed through the platform have surged dramatically over the past year.
According to Krishna Sapkota, Deputy Secretary at the Hello Sarkar branch, a detailed concept paper and implementation plan have already been drafted for discussion. The upgraded system will consolidate complaints received through multiple channels, including telephone, website, Facebook, WhatsApp, Instagram and email, into a single digital portal.
Under the proposed system, citizens will be able to file complaints directly with the relevant government office through the Hello Sarkar platform and track progress online. Those who do not wish to approach an agency directly can submit complaints through Hello Sarkar, which will automatically forward them to the appropriate authority and allow complainants to monitor the response on the same platform.
Twitter, Facebook push up complaints at Hello Sarkar
The government also plans to integrate call centers across ministries and public agencies. Complaints received through the toll-free hotline, 1111, will be routed directly to the responsible office. If the agency fails to address the issue, the complaint will automatically return to Hello Sarkar for follow-up.
The upgraded system will maintain a complete record of each user's complaint history and status. Multiple complaints submitted by the same person on the same issue will be merged to avoid duplication.
The government has also drafted a Citizen Grievance and Integrated Service Management Directive, which proposes a unified complaint-handling system across federal, provincial, and local governments.
The directive sets response deadlines based on urgency. Emergency complaints must be addressed within 24 hours, highly urgent cases within three days, urgent complaints within seven days, and regular complaints within 15 days. Cases will only be considered resolved after the complainant confirms that the issue has actually been addressed.
Officials say the reforms will expand Hello Sarkar beyond a complaint registration platform into a tool for improving public service delivery, strengthening governance and providing policymakers with data on recurring public concerns.
The push comes as complaint numbers continue to climb. Hello Sarkar received 69,724 complaints in fiscal year 2025/26, a 321 percent increase from 16,568 complaints recorded the previous year. Over the past five fiscal years, the platform has received 124,581 complaints, with the most recent fiscal year accounting for more than half of the total.
Sapkota said the sharp rise reflects growing public trust in the platform and higher expectations from the current government.
In the past three months alone, Hello Sarkar received 50,721 complaints, resolving 39,177 of them. Since the start of the current fiscal year, from July 17 to August 3, the platform has logged 9,610 complaints, of which 6,601 have already been resolved. The figures do not include complaints received through social media, Viber, WhatsApp or email.
