Kathmandu: The Ministry of Energy, Water Resources and Irrigation has introduced a new approach to service delivery with the objective of making public grievance hearings more result-oriented. Since assuming office, Energy Minister Biraj Bhakta Shrestha has prioritized a working style focused on “listening to complaints and resolving them immediately,” making the ministry and its subordinate bodies more proactive.
According to the ministry, the electricity service hotline number 1151 has been made more effective following Minister Shrestha’s directive. The 24-hour hotline has now evolved from merely a complaint registration channel into a direct problem-solving mechanism. Efforts have been intensified to immediately coordinate with the concerned agencies and resolve complaints received through phone calls, WhatsApp, email, and the Hello Sarkar platform.
The minister’s secretariat stated that it has adopted a more accountable approach by prioritizing public concerns beyond regular administrative procedures. Chief Personal Secretary Sanjiv Maharjan and Personal Secretary Raja Shakya themselves have been actively coordinating with relevant agencies in the complaint resolution process. The secretariat claims it has begun a practice of not only forwarding complaints to the concerned bodies but also ensuring they reach the resolution stage.
According to the ministry, more than 10,392 complaints have been received through the hotline and other channels since March 29, 2026. Most of the complaints are related to power outages, damaged transformers, low voltage, meter issues, pole relocation, EV charging, and irrigation services.
The ministry also stated that it has shown direct involvement in several incidents. In Banke’s Chisapani area, immediate coordination was carried out to restore electricity supply after two towers of the Kohalpur–Surkhet 132 kV transmission line collapsed. Similarly, in Waling and Bhirkot areas of Syangja, transformers damaged by lightning were repaired and electricity service was restored after around 65 hours. The secretariat also said that the long-standing issue of electric poles standing in the middle of roads in Kathmandu’s Swayambhu area was resolved through the ministry’s active coordination.
The ministry stated that this approach is aimed at creating the feeling of a “government that listens,” expressing hope that the practice of immediate response and direct monitoring will improve public service delivery and increase consumer trust.
Urjasanchar