Training on tracking and updating of grievance redressal progress

Kathmandu. Information Technology Department of Kathmandu Metropolis has given training to contact officers of Call Center (Complaint Management and Inquiry) regarding tracking and updating the progress of complaint hearing. Officers appointed by departments and wards have been given training based on Grievances Re-Addressing Mechanism software in the computer lab located at the House of Assembly. Before this, the precautions to be taken by the employee listening to the complaint, the patience he should have, how to note down what the complainant said and how to enter the software, and how to send the complaint to the concerned authority have been taught. At the current stage, the contact officer has been taught how to see complaints, listen to them, report complaints to officials related to the work, take pictures of the complained situation and pictures after improvement, and write a closing statement (closing statement) details after work. According to Navraj Gurung, the facilitator and consultant of the training, 'complaints or suggestions are recorded from the live server when the officials are able to talk and when they are not able to talk, the complaints are recorded from the communication server by recording the voice.' Earlier, we operated 16600105511 toll free with the capacity to listen to the complaints of 15 people at the center at one time. Namraj Dhakal, Head of Information Technology Department, says, 'We have reached the final stage of preparation for the operation of the 1180 toll free number, which was operated for consultation and services during the time of Covid, from the call center.' The Metropolitan Corporation has launched a call center (complaint management and inquiry center) from 24th May. Since then, 4 thousand 539 complaints, 4 thousand 128 complaints are worthy of note. Source : http://metronews.kathmandu.gov.np/